Refund policy

TriCamp — tricampstore.com.au

We want you to feel confident buying from TriCamp. Our gear is made to last — titanium for the trail, natural wood that gains character over time, and hand-shaped leather that wears in beautifully. If something isn't right with your order, we'll do our best to help and make the process clear.

1. Check Your Order

Please take a moment to check your order when it arrives.

If something is incorrect, damaged in transit, or faulty, please email us within 48 hours of delivery at support@tricampstore.com.au. Include your order number and a few clear photos so we can review it quickly.

2. How to Start a Return

To start a return, email support@tricampstore.com.au with your order number, the item you're contacting us about, and a short description of the issue. If the item is faulty, damaged, or incorrect, please include photos.

Please wait for our reply before sending anything back. We'll confirm the next steps and provide return instructions once we've reviewed your request.

3. Returns & Exchanges

We accept returns and exchanges where an item is faulty, damaged, incorrect, or where your rights under the Australian Consumer Law apply.

3.1 What can be returned

• Please contact us within 30 days of delivery if you believe your item is faulty, damaged, or incorrect.
• Items should be kept in their original condition where possible while we review the issue.
• If the return is due to our error, an incorrect item, or a manufacturing fault, we'll help make it right.
• We recommend using tracked shipping so your return can be followed safely.
• Please include accessories, care cards, and original packaging where possible, especially for Kuksa items shipped in protective packaging.

3.2 Refunds and store credit

• After we receive and check your return, we'll refund your original payment method or issue store credit if you prefer.
• Approved refunds and credits are processed within 5 business days.
• Store credit is added to your TriCamp account and is valid for 12 months.

4. Items That Cannot Usually Be Returned

Some items cannot usually be returned or exchanged unless your rights under the Australian Consumer Law apply.

• Used or shaped leather goods — our leather is handcrafted and develops a patina with use, so once it's been worn in it cannot be resold as new.
• Custom or personalised orders.
• Items marked final sale or clearance.
• Gift cards.

5. Natural Materials and Everyday Use

TriCamp gear is made from natural and durable materials. Small marks, grain differences, and colour changes are part of what makes each item unique.

Product colours may also look slightly different from the photos on our website because screens, monitors, device settings, and lighting can display colours differently. We do our best to show each item as accurately as possible, but small colour differences are normal and are not usually considered a fault.

• Titanium — covered against manufacturing defects for its reasonably expected working life under the ACL. Scratches from normal trail use are not considered a fault.
• Wood — natural grain, colour variation, and small knots are part of the material, not a defect.
• Leather — will soften, darken, and develop character over time. This natural patina is expected.

6. When You Will Receive Your Refund

• We process approved refunds within 5 business days after receiving and approving the return.
• Your bank may take another 3–5 business days to show the funds.
• Store credit appears in your TriCamp account within 1 business day.

7. Australian Consumer Law

Your rights under the Australian Consumer Law are always protected. If a product is faulty, does not match its description, or is not fit for purpose, you may be entitled to a repair, replacement, or refund, even if the return timeframes or fees above would not normally apply.

FAQs

Do you accept change-of-mind returns?

No. We do not accept returns for change of mind. Returns are available where an item is faulty, damaged, incorrect, or where your rights under the Australian Consumer Law apply.

What should I do if my item arrives damaged, faulty, or incorrect?

Please email support@tricampstore.com.au within 48 hours of delivery with your order number, a short description of the issue, and clear photos.

How long do refunds take?

Approved refunds are processed within 5 business days after we receive and approve the return. Your bank may take another 3–5 business days to show the funds.

Can I exchange an item?

Exchanges may be available for faulty, damaged, incorrect, or ACL-covered items, subject to stock availability. If the item is unavailable, we'll offer a refund or store credit instead.

Why does my item look slightly different from the website photo?

Colours can appear slightly different depending on your screen, monitor, device settings, and lighting. Natural materials such as wood and leather can also vary in grain, tone, and finish. These small differences are normal and are not usually considered a fault.

Who pays for return shipping?

If the return is due to our error, an incorrect item, or a manufacturing fault, we'll help make it right. Please contact us before sending anything back so we can confirm the next steps.

Need More Help?

If you have questions or feel your return hasn't been handled properly, please email support@tricampstore.com.au. We're a small team and review every case in good faith. You can also contact your state or territory consumer protection agency, such as NSW Fair Trading or Consumer Affairs Victoria, at any time.

This policy complies with the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010. TriCamp reserves the right to update this policy from time to time; the version in effect at the time of your purchase applies to that order.