Refund policy

Returns, repairs, replacements and refunds

This Return Policy explains how WildLand Australia Pty Ltd (Wild Land Australia, we, us or our) handles faulty, damaged, incorrect and change-of-mind returns.

It forms part of our website Terms and Conditions and should be read together with our Shipping Policy and any applicable written warranty.

1. How to Request a Return or Remedy

Please contact us before returning a product. To help us assess the request, please provide:

• your name, order number and contact details;
• proof of purchase;
• a description of the problem or reason for return;
• photographs or video where reasonably requested; and
• the product model, serial number and installation details where applicable.

Proof of purchase may include a receipt, tax invoice, order confirmation, payment statement, warranty record or another document that reasonably demonstrates the purchase.

If a return or collection is appropriate, we will provide a Return Authorisation Number and reasonable return, inspection or collection instructions.

Obtaining a Return Authorisation helps ensure that the product is handled correctly, but it does not limit any right or remedy under the Australian Consumer Law.

2. Faulty, Damaged, Incorrect or Non-Compliant Products

Customers may be entitled to a remedy where a product:

• is faulty, unsafe or not of acceptable quality;
• does not match its description, sample or demonstration model;
• is not fit for its normal purpose or a purpose made known to us before purchase;
• does not meet an express promise made about it;
• was damaged before completed delivery; or
• is not the product or quantity ordered.

A product returned because of a possible fault does not need to be unused, in new condition or in its original packaging.

We may reasonably assess the product before providing a remedy. The assessment process does not limit the customer’s rights under the Australian Consumer Law.

3. Major Problems

A product has a major problem when, for example, it is unsafe, is substantially different from its description, has one serious problem or several problems that would have stopped a reasonable consumer buying it, or cannot be used for its normal or disclosed purpose and cannot easily be fixed within a reasonable time.

Where a product has a major problem, the customer may reject the product and choose:

• a refund of the full amount paid for the affected product; or
• a replacement product of the same type and similar value, if reasonably available.

The customer may instead choose to keep the product and seek compensation for the reduction in value.

The customer may also be entitled to compensation for reasonably foreseeable loss or damage caused by the problem.

4. Minor Problems

Where a problem is minor and can be fixed within a reasonable time, we may choose to provide a free repair instead of a refund or replacement.

If we cannot or do not repair the product within a reasonable time, the customer may be entitled to have the product repaired elsewhere and recover the reasonable cost, reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value, as applicable under the Australian Consumer Law.

5. Product Assessment

We may ask for photographs, video, diagnostic information or an inspection by us, the manufacturer or an authorised service or installation provider.

Assessments will be conducted within a reasonable time having regard to the product, location, availability of parts and nature of the reported problem.

If the product is found not to have a problem covered by the Australian Consumer Law or an applicable warranty, the customer may be responsible for reasonable collection, inspection or transport costs.

We will provide a reasonable estimate of those costs before arranging collection or paid assessment.

6. Returning Small and Easily Transported Products

Customers are generally responsible for returning products that can be posted or easily returned.

If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse the customer for reasonable return costs already paid.

Customers should keep postage or transport receipts and follow our reasonable return instructions.

7. PickupMate, Rooftop Tents and Other Large Products

PickupMate systems, rooftop tents and other products that are large, heavy, installed or difficult to remove or transport require special handling.

Customers should not remove, lift, package or transport a product where doing so would be unsafe.

We may first conduct remote diagnosis or arrange inspection at the product location or an authorised service or installation location.

Where required by the Australian Consumer Law, we will arrange collection or pay the reasonable costs of inspection, removal and return within a reasonable time.

Removal or transport must be performed using suitable equipment and appropriately trained personnel.

If assessment confirms that no covered problem exists, the customer may be responsible for reasonable costs that were estimated and disclosed before collection or inspection.

8. Delivery Damage, Shortages and Incorrect Products

Customers are encouraged to inspect the product and packaging at delivery and report visible damage, shortages or incorrect products as soon as reasonably possible.

Providing photographs of the packaging, product, shipping label and damage will help us investigate promptly.

For carrier claim purposes, we recommend reporting visible delivery damage within two business days where possible. This is a recommended period only and does not limit any right or remedy under the Australian Consumer Law.

9. 30-Day Change-of-Mind Returns

In addition to rights under the Australian Consumer Law, we voluntarily accept eligible change-of-mind return requests made within 30 days after the customer receives the product.

To qualify for a change-of-mind return, the product must:

• be unused, uninstalled and in a resalable condition;
• include all accessories, manuals, labels and supplied components;
• be returned in its original packaging where reasonably available;
• not have been damaged after delivery; and
• be accompanied by proof of purchase and an approved Return Authorisation.

The customer is responsible for reasonable return freight costs and return transport risk for an approved change-of-mind return. We recommend using a tracked and appropriately insured freight service.

Original delivery charges are not refundable unless required by law or agreed by us.

Where a returned product has been used, damaged or handled beyond what is reasonably necessary to inspect it, we may decline the voluntary change-of-mind return or make a reasonable deduction for the reduction in value, to the extent permitted by law.

10. Change-of-Mind Exclusions

Unless otherwise agreed by us in writing, change-of-mind returns are not available for:

• installed or used PickupMate systems or rooftop tents;
• customised, made-to-order or specially configured products;
• products altered, cut, drilled, assembled or modified by or for the customer;
• clearance or final-sale products where the change-of-mind exclusion was disclosed before purchase; or
• products that cannot be safely resold for health, hygiene or safety reasons after opening, where applicable.

These exclusions apply only to voluntary change-of-mind returns and do not affect any right or remedy under the Australian Consumer Law.

11. Refunds

Where a refund is required under the Australian Consumer Law, it will be for the full amount paid for the affected product and will generally be made using the original payment method, unless the customer agrees otherwise.

We will not substitute a credit note or store credit where the customer is legally entitled to a refund and does not agree to that alternative.

Approved change-of-mind refunds will generally be processed within 5-10 business days after the returned product is received and inspected. The time taken for funds to appear may depend on the payment provider.

Any lawful deduction or non-refundable freight amount will be explained to the customer.

12. Replacement Products

Replacement products will be of the same type and similar value where reasonably available.

If an equivalent replacement is unavailable, we will discuss another remedy consistent with the Australian Consumer Law.

13. Manufacturer’s Warranty

A Manufacturer’s Warranty or other warranty against defects is an additional promise and operates alongside, not instead of, rights under the Australian Consumer Law. Consumer guarantee rights may continue after a stated warranty period has expired.

The applicable warranty period and claim procedure, if any, will be provided with or made available for the relevant product.

A written warranty against defects will identify the warranty provider, contact details, claim process, coverage period, available remedies and responsibility for claim-related expenses, together with the mandatory Australian Consumer Law wording.

Spare parts may not include a separate Manufacturer’s Warranty unless advertised. This does not exclude or limit any consumer guarantee, right or remedy that applies under the Australian Consumer Law.

14. When a Remedy May Not Be Available

A customer may not be entitled to a remedy under the consumer guarantees where, for example:

• the customer simply changed their mind and the voluntary change-of-mind policy does not apply;
• the problem was caused by misuse, abnormal use, unauthorised modification or failure to follow reasonable instructions;
• the customer knew about the specific problem before purchase; or
• the customer requested that a service be performed in a particular way against our advice and that request caused the problem.

A customer may still have rights in relation to a different problem that was not disclosed before purchase.

15. Contact Us

To request a return, assessment, repair, replacement or refund, contact: