Refund policy

Returns & Refunds Policy

We want you to be happy with your Outrig Supply Co gear.

This policy explains how returns, refunds, exchanges, faulty items, and pre-order cancellations are handled.

Nothing in this policy limits your rights under the Australian Consumer Law. Customers have rights under Australian Consumer Law when products are faulty, not as described, unsafe, or do not meet consumer guarantees.

Change of Mind Returns

We may accept change-of-mind returns within 14 days of delivery, provided the item is:

Unworn, unused, and unwashed
In original condition
In original packaging where possible
Not damaged, marked, altered, or affected by odour
Accompanied by proof of purchase

Change-of-mind returns are subject to approval.

Customers are responsible for return shipping costs for change-of-mind returns.

Original shipping costs are generally not refundable for change-of-mind returns.

Items That Cannot Usually Be Returned for Change of Mind

For hygiene, production, or custom-order reasons, we generally do not accept change-of-mind returns on:

Custom-branded items
Made-to-order products
Pre-order items already in production
Clearance items, unless faulty
Worn or washed apparel
Used drinkware
Items damaged through misuse, wear and tear, or incorrect care

This does not affect your rights if the item is faulty or not as described.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible at:

barry.nelson@outrigsupplyco.com

Please include:

Your order number
Your name
Photos of the issue
A short description of the problem

Depending on the issue, we may offer a repair, replacement, refund, or other suitable remedy in line with Australian Consumer Law. The ACCC explains that the available remedy depends on the size and nature of the problem.

Exchanges

We may offer exchanges for sizing issues where stock is available.

Exchange requests must be made within 14 days of delivery.

Items must be unworn, unused, unwashed, and in original condition.

Customers are responsible for return shipping costs for size exchanges unless the item is faulty or we sent the wrong item.

Because some products are limited-run or pre-order, we cannot guarantee exchange stock will be available.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be processed back to the original payment method.

Please allow time for your bank, card provider, Shopify Payments, PayPal, or payment provider to process the refund.

Pre-Order Cancellations

Pre-order items are produced in limited quantities and may be ordered based on customer demand.

If you need to cancel a pre-order, contact us as soon as possible.

Where production has not yet started, we may be able to cancel and refund your order.

Where production has already started, or the item has been custom ordered, printed, embroidered, branded, or allocated to your order, cancellation may not be possible unless required under Australian Consumer Law.