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Refund Policy

Refund Policy for Adventure Kookaburra
Last Updated: October 12, 2025

Adventure Kookaburra is committed to customer satisfaction and transparency regarding refunds for clothing, accessories, and electronics purchased through our website https://www.adventurekookaburra.com/ (the "Site"). This Refund Policy outlines the conditions under which refunds or replacements may be requested, in compliance with the Australian Consumer Law (ACL), part of the Competition and Consumer Act 2010 (Cth), which provides consumer guarantees for Australian customers. As an Australian e-commerce and dropshipping business, we rely on third-party suppliers and logo producers to fulfill orders, which may affect product quality or delivery. This Policy forms part of our Terms and Conditions and applies to all orders, including those with free shipping.

1. Australian Consumer Law (ACL) Guarantees
For Australian customers, the ACL guarantees that products must be of acceptable quality, fit for purpose, match their description, and be delivered within a reasonable time (typically 20-30 business days, up to 90 business days for some products, as noted in our Shipping Policy). If a product fails to meet these guarantees, you may be entitled to:

  • Major Failure: A refund or replacement (at your choice) if the product is significantly defective, unsafe, unfit for purpose, or does not match its description.

  • Minor Failure: A repair or replacement (at our discretion) if the issue can be fixed.

  • Delivery Failure: A refund or replacement if the product is not delivered within the estimated timeframe (20-30 business days, or up to 90 business days for some products) or a reasonable time, due to our error or unreasonable delay by our suppliers or logo producers.

This Refund Policy does not limit your ACL rights, which apply to orders governed by Australian law (e.g., purchases by Australian consumers abroad). International customers may have additional protections under their local consumer laws, and we encourage you to review them.

2. Refund Eligibility and Conditions
In addition to ACL rights, Adventure Kookaburra offers refunds or replacements under the following conditions:

  • Timeframe: Refund requests must be made within 30 days of receiving your order, regardless of delivery time (e.g., whether delivery takes 20-30 or up to 90 business days).

  • Any-Time Refunds: Refunds may be requested at any time after delivery, provided you pay return shipping costs and the product is unused, in original packaging, and in the same condition as received. These refunds are at our discretion and not guaranteed unless covered by ACL.

  • Condition: For non-ACL refunds, products must be unused, in original packaging, and in the same condition as received, unless defective or covered by ACL guarantees.

  • Proof of Purchase: You must provide your order number or receipt for verification.

  • Free Shipping Orders: If a refund is approved, the product purchase price will be refunded. Shipping costs are non-refunded unless the issue is a major failure under the ACL or our error (e.g., wrong product shipped).

Refunds are not available for:

  • Incorrect shipping addresses provided by you.

  • Customs delays or seizures beyond our control.

  • Products damaged due to customer misuse.
     

3. Refund Process
To request a refund or replacement:

  1. Contact us at adventurekookaburra@gmail.com within 30 days of delivery for ACL or standard refunds, or any time for discretionary refunds (subject to conditions in Section 2).

  2. Provide your order number, a description of the issue, and, for defective/damaged products, photos or video evidence.

  3. For ACL claims, specify if the issue is a major or minor failure.

  4. If approved, we will provide return instructions (if applicable) or arrange a replacement or refund.

For Australian customers, ACL remedies will be provided for eligible claims (e.g., refund for major failures). For non-ACL refunds (including any-time refunds), you must pay return shipping costs unless otherwise stated. Refunds will be processed within 14 business days of approval, using the original payment method.

4. Change of Mind Returns
Adventure Kookaburra may, at our discretion, accept returns for change of mind at any time after delivery, provided the product is unused, in original packaging, and in the same condition as received. If approved:

  • You will receive a refund for the product purchase price (excluding any shipping costs, even for free shipping orders).

  • You are responsible for return shipping costs.

  • Contact adventurekookaburra@gmail.com to initiate a change of mind return.

Change of mind returns are not guaranteed and are subject to our approval. Australian customers retain ACL rights for major or minor failures regardless of this policy.

5. Defective or Incorrect Products
If a product is defective, damaged, or incorrect due to an error by Adventure Kookaburra, our suppliers, or logo producers:

  • Contact us at adventurekookaburra@gmail.com within 30 days of delivery (or any time for discretionary refunds, subject to conditions).

  • Provide photos or video evidence of the issue.

  • If we request the product be returned for verification, we will cover return shipping costs. A refund will be issued once we receive and verify the product as damaged or faulty.

  • Alternatively, if photo/video evidence is sufficient to confirm the issue, we will process a refund or replacement without requiring return.

  • For Australian customers, we will provide a refund or replacement for major failures, or a repair or replacement for minor failures, per ACL requirements.

  • For international customers, we will provide a refund or replacement if the issue is verified, subject to local laws.
     

6. Delivery Issues
If your order is not delivered within the estimated timeframe (20-30 business days, or up to 90 business days for some products, as noted in our Shipping Policy):

  • Contact us at adventurekookaburra@gmail.com within 30 days of the estimated delivery date.

  • We will investigate with our suppliers, logo producers, or carriers.

  • For Australian customers, if non-delivery is due to our error or an unreasonable delay, you may be entitled to a refund or replacement under the ACL.

  • For international customers, we will provide a refund or replacement if non-delivery is verified, subject to local laws.
     

7. International Customers
For international orders, the ACL applies to transactions governed by Australian law. Additional local consumer laws (e.g., EU’s 14-day return right) may apply, and we encourage you to review them. Customs duties, taxes, or fees are your responsibility and non-refunded, even for free shipping orders. Refunds for international orders follow the same process and conditions as above, with return shipping costs typically your responsibility unless covered by the ACL or our error.
8. Refunds for Free Shipping Orders
For orders with free shipping, refunds (if approved) cover the product purchase price only, unless the issue is a major failure under the ACL or our error (e.g., wrong product). Return shipping costs are your responsibility for non-ACL refunds or change of mind returns, even for free shipping orders.

9. Contact Us
For refund requests or questions about this Policy, contact:

10. Changes to This Policy
Adventure Kookaburra may update this Refund Policy from time to time. Changes will be posted on the Site with the updated date. Your continued use of the Site or placement of orders means you accept the changes.

Thank you for shopping with Adventure Kookaburra!
 

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