The True Blue promise
Refund Policy
If your gear arrives faulty or damaged, we’ll help put it right.
Faulty, damaged or not as described
Our goods come with guarantees that cannot be excluded under 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Refund, repair or replacement
For a major problem, you can choose a refund or replacement. For a minor problem, we can arrange a free repair. If the problem cannot be fixed within a reasonable time, you may be entitled to a replacement or refund.
An item being on sale does not remove your consumer guarantee rights. Original packaging is not required to exercise those rights.
How to request help
- Contact us using the contact details provided with your order and explain what has gone wrong.
- Include your order number or another proof of purchase, the product name and photos or a video of the issue where practical.
- We’ll assess the issue and explain the next steps, including any return arrangements. Contact us before posting an item back so it reaches the correct address.
Keep damaged packaging where possible to help with delivery damage enquiries. This does not limit your consumer rights.
Returning a faulty item
If a product is confirmed to have a fault covered by consumer guarantees, we will reimburse reasonable return costs. Please keep your postage receipt. For large, heavy or difficult-to-return faulty goods, contact us to arrange collection or another suitable return method.
Change of mind
Australian Consumer Law does not require a refund simply because you change your mind, select the wrong item or no longer need it. If you would like to request a change-of-mind return, contact us before sending anything back so we can confirm whether it can be accepted and on what terms.
This does not affect your rights if an item is faulty, not as described or otherwise fails a consumer guarantee.
Refund processing
Once a refund is approved, we’ll confirm the amount and payment arrangements with you. The time it takes for funds to appear depends on your bank or payment provider.