Online sales Returns Policy

Change of Mind Returns
Goods may be returned to Expedition Now for credit or refund, providing the goods are in their original packaging, unused and in new condition and the return is initiated within 1 week (7 days) of original delivery.

Online Warranty Returns
All goods supplied by Expedition Now are guaranteed by Expedition Now and the manufacturer of the goods.  Warranty periods vary according to product.  Warranty claims in most instances will be handled by the manufacturer’s agents in the customer’s home state.  Warranties only apply to goods supplied within Australia for personal use.

Warranty covers manufacturing faults or defects in the original product.  Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of god are not covered by warranty.

As displayed on the warranty section of some of our products, certain brands offer a lifetime warranty of the product. The term Lifetime is determined by the average lifetime of the fabrics, material and components of the product. As with all items, over time they will wear from use at a natural rate and from exposure to the elements, the lifetime guarantee of our products will depend on how well they are cared for and how they are used.

The first step to get a warranty return under way is to contact Expedition Now with your details, a description of the problem and some photos of the issue.  From these details Expedition Now will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.

When an item is returned it will be inspected by Expedition Now or the manufacturer to confirm its eligibility for a warranty claim.  Once deemed as a warranty issue it will be classified by Expedition Now or the manufacturer as either a minor or major fault.  In the case of a minor fault the item will be repaired or replaced and for a major fault the item will be either replaced or refunded. 

If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.

If a product is found to be faulty within 14 days of delivery, and Expedition Now is notified within this time frame, Expedition Now will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.  

If a product is found to be faulty after 14 days from delivery Expedition Now will offer the use of our great freight account rates and any shipping required will be charged to the customer.  Alternatively the customer can make their own shipping arrangements to return the item at their expense.  Items may also be returned in person to any Expedition Now store for inspection.  In some instances an item may not need to be returned but rather spare parts can be supplied directly to the customer.

Damaged in Transit
If a product arrives and is found to be damaged within 14 days of delivery, and Expedition Now is notified within this time frame, Expedition Now will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.

Depending on the type and extent of the damage Expedition Now may decide to send the customer spare parts or the customer will be given a choice of either a replacement or a discount on the damaged item.

Lost in Transit
An item is deemed as lost in transit once it cannot be tracked by the carrier for a continuous week (7 days) after being initially identified as missing by Expedition Now.  Once deemed as lost in transit Expedition Now will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.

Online Returns Procedure
In all instances Expedition Now must be contacted prior to a return being sent so that a Return Merchandise Authorisation (RMA) number can be provided.  This ensures that all returns are dealt with as quickly as possible.  Failure to adhere to these instructions may result in delays processing your return or additional costs.

Step 1: Contact Expedition Now for RMA and detailed return instructions

Step 2: Address and repackage the item/s securely to avoid any damage in shipping

Step 3: Item/s put into transport and tracking details sent to Expedition Now

Step 4: Item/s received into the Expedition Now warehouse and item/s condition checked

Step 5: Upon item/s confirmed being saleable; a refund, credit or exchange will be processed

To start a Return contact Expedition Now providing Expedition Now with your order number and details of what you would like to return and why.

Returns Shipping Costs
All associated freight costs for change of mind returns are at the customer's expense.

Expedition Now will pay return freight costs provided all of the following conditions are met:
   - the goods supplied were not what you ordered
   - you contact Expedition Now for return authorisation
   - you follow Expedition Nows return instructions
   - items are in the original packaging, unused and in new, saleable condition

Alternatively if you are local to a Expedition Now store you may return your online purchase directly to the store to save on shipping costs.

Returns Shipping Methods
In all instances where the customer is responsible for return shipping costs they may choose:

1. To make their own shipping arrangements to the Expedition Now Warehouse address.

2. To ask Expedition Now to organise return shipping using Expedition Now carriers.  In these cases the shipping cost will be deducted from the refund or charged directly to the customer.  This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carrier used and customers location.

3. Return the item/s in person to a Expedition Now store (for store credit only).

In all instances where Expedition Now is responsible for return shipping costs Expedition Now will organise the return with a selected carrier.  This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carriers available and customers location.  Alternatively if it is convenient the customer may choose to return the item directly to a Expedition Now store to expedite the process.

Refund Processing

Online Store or in Person Purchases
Refunds are processed within 2 business days of being approved.  Refunds are sent back using the original payment method (e.g. PayPal back to PayPal, MasterCard back to MasterCard).  Depending on your financial institution it may take 4-5 business days for these funds to be made available in your account.

Special Orders

Online Store or in Person Purchases
Whilst Expedition Now is happy to specially order item/s in for you these orders are unable to be refunded, credited or exchanged for change of mind, so please order carefully.
 

Expedition Now abides by the Australian Consumer Law (ACL) and believes in giving all consumers fair treatment.