Returns Policy

CHANGE OF MIND RETURNS

If your item was purchased in error, or you've simply changed your mind, Wildfire Sports & Trek offers a number of returns options. Just contact us within 90 days of your order by filling out the form here. We will endeavour to respond to your request within 2 business days with instructions for returning your item or a request for further information if required.

The item must be returned in original, re-saleable condition with all packaging intact. The item must be securely packed to ensure it is received back with us in original and re-saleable condition. Please include your original invoice and the email correspondence authorising your return.

We will send to your email address a Auspost prepaid return label which can be used at any post office. The item must be returned within 14 days of the label being sent to you.

Free return postage only applies to customers in Australia or New Zealand using our provided Auspost labels; we will NOT refund any postage fees you have paid yourself. Items under $80 are not eligible for free return postage. Fair Use Policy applies*.

Items which cannot be returned for change of mind:

Our returns policies in this regard are to ensure that all our customers are assured of new and unused products with full warranties available.

*Fair Use Policy:

Free return postage is currently capped at two returns per customer per year and one exchange per order. If you wish to return again after exceeding this limit, the products must be returned at your expense.

 

Exchanges:

Store Credits:

Refunds:

In-store Returns:



 

WARRANTIES

If you believe that your product has arrived faulty or developed a fault within the warranty period, simply fill out the form here. We will endeavour to contact you within 2 business days to talk you through the process of the warranty claim.

If you contact us about the fault within 90 days of receiving the item, we will send you a pre-paid return label for returning the faulty item. This is only eligible for Australian and New Zealand customers and only with our provided Auspost labels; we will NOT refund any postage fees if you send products without our prepaid labels. 

Depending on the manufacturer, nature of fault and time of year, warranty claims can take 1-4 weeks to resolve. We will advise you at the time the fastest way to process your warranty.

If the item returned is found not to be faulty, we will charge a reshipping fee of $9.95 to return the product to you. To avoid this, please follow all troubleshooting we send you and read the product manual carefully before posting. Many problems with electronics can be resolved via our email support without need for return.

Any free items included in your order are eligible to be replaced only if faulty on arrival, they are not eligible for change of mind returns or regular warranties.


 

 

 

MISPICKS OR MISSING ITEMS

Should your order be missing an item, or you have received an incorrect item, please email us immediately at enquiries@wildfiresports.com.au so we may rectify (at no cost to yourself). For mispicks, we generally recommend including a photo of the item incorrectly received, showing the barcode in particular, as well as a photo of the paper invoice received.

 

I WANT TO CANCEL OR CHANGE MY ORDER

Orders placed with Wildfire Sports & Trek are processed in a matter of hours so that you can get your items as soon as possible. Please contact us immediately if you wish to cancel or change your order. Once an order has been dispatched it is then subject to the change of mind returns policy (see above).

 

UNCLAIMED PACKAGES

Packages which are returned to us because they are unclaimed, or due to an incorrect address, can be reshipped for a $9.95 reshipping fee (for domestic parcels, international reshipping fees may vary) or we can provide a refund less a $19.95 administration fee ($24.95 for international parcels).

If Click & Collect orders are not collected after 2 weeks from order date, we will contact you via email or phone (if provided) at least twice. If not collected after 45 days from original order date, we are unable to continue holding your items.

 

Effective Date: 30/05/2019