Refund policy

WestBound Returns, Refunds & Cancellation Policy

Effective for new orders placed from publication of this policy.

For assistance with cancellations, returns or warranty claims, contact westbound@outlook.com.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind timeframes, fees, exclusions and packaging requirements below do not limit these rights.

Order Cancellations Within 30 Days

You may cancel your order within 30 calendar days of the order date without a cancellation fee, provided the goods have not been dispatched or collected.

This applies to orders paid in full, pre-orders, deposit orders and direct WestBound pay-in-four plans.

Email westbound@outlook.com with your order number and cancellation request. The date we receive your request determines whether it falls within the 30-day period.

If the goods have already been dispatched or collected, the return conditions below apply.

Order Cancellations After 30 Days

For change-of-mind cancellations received more than 30 calendar days after the order date and before dispatch or collection, the following maximum cancellation fees apply:

Payment arrangement	Maximum cancellation fee
Deposit order	25% of the deposit paid for the cancelled item
Direct WestBound pay-in-four plan	25% of the full purchase price of the cancelled item
Order paid in full	25% of the full purchase price of the cancelled item

The purchase price means the price agreed after discounts, excluding separately charged delivery.

These are maximum fees, not automatic deductions. Any fee will be limited to reasonable, substantiated costs or losses we are legally entitled to recover, taking account of costs saved and any resale. We will explain the calculation before finalising your cancellation.

A fee applies once to the cancelled item, not separately to each instalment. Cancelling one item does not result in a fee being calculated on unrelated items in the same order.

No cancellation fee applies where you have a legal right to cancel without charge, including because of our breach.

Deposit Orders

A deposit reserves your allocated item and forms part of its purchase price.

For a change-of-mind cancellation after 30 days, any fee is capped at 25% of the deposit paid, rather than 25% of the full item price.

For example, a $500 deposit has a maximum cancellation fee of $125, subject to the reasonable-cost and legal limits above. The balance of the deposit will be refunded.

Direct WestBound Pay-in-Four Plans

For payment plans paid directly to WestBound, any cancellation fee after 30 days is calculated on the full purchase price of the cancelled item, rather than one instalment or the amount paid so far.

Where the arrangement qualifies as lay-by:

• You may cancel at any time before receiving the goods.
• Any termination charge must have been disclosed in your written agreement.
• The charge cannot exceed our reasonable costs relating to the agreement.
• Payments received will be refunded, less any lawful termination charge.

If a lawful termination charge exceeds payments received, we may seek the difference only where permitted by law and your agreed terms.

Third-Party Payment Providers

For purchases made through Afterpay or another third-party payment provider, approved refunds will be processed through the original provider.

Your repayment schedule is managed by that provider. Please contact them about repayments while a refund is being processed.

Pre-Orders and Estimated Arrival Dates

Pre-order arrival dates are estimates unless we expressly agree otherwise. Manufacturing, international freight, customs and local transport may affect timing.

We will communicate significant changes when we become aware of them.

Nothing in this section removes your rights concerning non-delivery, misleading representations, failure to meet an agreed delivery requirement or any other legal entitlement to cancel.

Change-of-Mind Returns After Receiving Your Item

You have 14 calendar days after receiving your item to request a change-of-mind return.

To qualify, the item must be:

• Unused, unmounted and undamaged.
• Complete with all accessories, components and tags.
• In its original packaging, including any supplied crate or pallet.
• Accompanied by proof of purchase.

If the request is received more than 30 calendar days after the original order date, a fee may apply using the relevant maximum above. Any deduction remains subject to the reasonable-cost and legal limits in this policy. The same cost will not be charged twice.

Custom-made or personalised goods and gift cards are excluded from voluntary change-of-mind returns. Any separate change-of-mind exclusion for a special-order or clearance item must be clearly disclosed before purchase.

These conditions do not apply to statutory remedies for faulty or incorrectly supplied goods.

How to Arrange a Return

Email westbound@outlook.com with:

• Your order number or proof of purchase.
• The item you wish to return.
• Your reason for returning it.
• Relevant photos, where available.

We will provide the return address, packaging instructions and details of any proposed deductions or freight costs.

Please contact us before sending an item back so suitable transport and receiving arrangements can be made.

Return Freight and Bulky Items

For change-of-mind returns, you are responsible for return freight and the cost of any original delivery service already provided.

Rooftop tents and awnings must be securely packaged for transport and strapped or palletised where required. Any necessary repacking charge must be reasonable, explained in advance and not duplicate another deduction.

Where required under Australian Consumer Law, WestBound will arrange collection or cover reasonable return transport costs for faulty, damaged or incorrectly supplied goods.

Faulty, Damaged or Incorrect Items

Please inspect your goods promptly and contact us as soon as possible if anything is damaged, defective or incorrect.

Reporting visible transit damage within 48 hours helps us investigate with the carrier. This is a request, not a deadline that removes your consumer rights.

We may reasonably assess the issue before determining the appropriate remedy. Original packaging is not required for an Australian Consumer Law claim.

No cancellation, restocking or handling fee applies to a remedy you are legally entitled to receive.

Warranty

Products carry the warranty advertised or agreed at the time of purchase. Where no longer warranty was specified, WestBound provides a one-year warranty against manufacturing defects under normal use.

This voluntary warranty does not cover damage caused by misuse, incorrect installation, accidents, neglect, unauthorised modifications or ordinary wear and tear.

These exclusions do not remove rights under Australian Consumer Law. Consumer guarantees may continue beyond the stated warranty period.

To make a claim, email westbound@outlook.com with proof of purchase, a description of the issue and supporting photos where available.

Exchanges

Contact us to request an exchange. Exchanges depend on stock availability, product condition and any price difference.

Any entitlement to a replacement under Australian Consumer Law remains unaffected.

Refund Processing

We will confirm the outcome of your cancellation or return by email, including an explanation of any lawful deductions.

Approved refunds will be processed to your original payment method within 10 business days, unless a shorter period is required by law. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since approval, contact westbound@outlook.com.

International Orders

Mandatory consumer rights applicable to international orders, including any applicable European Union withdrawal rights, take priority over inconsistent conditions in this policy.

Policy Changes

Changes to this policy apply to future orders. Existing orders remain subject to the terms agreed at purchase, any later changes validly agreed with the customer, and applicable consumer law.