Refund policy

OZTRAIL RETURNS POLICY

Need to return an item? We are happy to assist. We take pride in ensuring that we comply with the provisions contained in the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2002. Please also note that this policy is not intended to limit any rights whatsoever.

WHICH ITEMS CAN BE RETURNED?

You can return items for the following reasons:
✓ You have changed your mind
✓ The product is defective

The terms and procedure followed are dependent on the reason for the return.

RETURNS PROCEDURE IF YOU HAVE CHANGED YOUR MIND

Step 1:
Make a request for a return by email to support@oztrailstore.co.za within 7 days of the order being delivered.

Step 2:
Once your returns request has been processed, you will receive an email confirming the address to which you may deliver the item(s). Please note that all delivery costs are to be paid by you.

Step 3:
Ensure the item(s) are packed in the original packaging with the order number included. A 40% handling fee will be deducted from your refund if the product is not in its original packaging or not in resalable condition.

Step 4:
Once the returns have reached our warehouse, we will notify you by email. Each item will be inspected before the refund or store credit is initiated.

Step 5:
Inspection can take 2–3 working days. You will then be notified if your return has been approved, declined, or approved subject to a handling fee.

RETURNS PROCEDURE ON DEFECTIVE PRODUCTS

Step 1:
Check whether the item falls under our warranty policy or the supplier warranty policy. If it falls under the supplier’s policy, kindly contact them directly. If under our policy, proceed to Step 2.

Step 2:
Make a request for a return by email to support@oztrailstore.co.za within 6 months of the order being delivered.

Step 3:
Once your request is processed, you will receive confirmation that our courier partners will contact you to arrange collection.

Step 4:
Ensure the item(s) are packed in the original packaging with the order number included.

Step 5:
Once received, items will be inspected before being sent to suppliers for repairs.

Step 6:
Inspection can take 2–3 working days. You will be notified whether your return has been approved or declined.

Step 7:
Repairs can take 14–21 working days depending on the item. Any further delays will be communicated.

Step 8:
As soon as the repaired product is returned from suppliers, we will courier it back to you at our expense and provide you with tracking details.

RETURNS TERMS AND CONDITIONS

We reserve the right to reject a return for the following reasons:

  1. Product is not returned in a resellable condition.

  2. Product is not defective and returned after the 7-day period.

  3. A product is missing from the returned order.

  4. Incorrect product is returned.

Rejected Returns:

  • You will be notified to collect or arrange delivery at your expense.

  • If items are not collected within 1 month, they will be destroyed for public health reasons.

Refunds and Store Credit:

  • Store credits will be emailed immediately.

  • Cash refunds may take up to 7 working days depending on payment method and banks.

  • Refunds will be issued for the rand value you paid.

  • If you paid with a gift voucher, you will receive store credit to the same value.

Exchanges:
Products cannot be exchanged. However, you may return for a refund or store credit.

Incorrect Returns:
If a personal item or parcel for another retailer is sent to us, you can either:

  • Arrange collection at your cost, or

  • We will discard the unwanted items after 30 days.

PRODUCTS UNDER WARRANTY

6.1. The 6-Month Warranty

  • Products may be returned if faulty/defective, not fit for purpose, or do not match the description.

  • Must be returned in original packaging within 6 months of delivery.

6.1.2. Definition of “Defective Product”

  • Contains a material imperfection in manufacture or design making it less acceptable, useful, or safe.

  • Dangerous when used as intended.

  • Must be defective in itself, not damaged due to misuse.

6.1.3. Exclusions:

  • Fair wear and tear.

  • Damage by fire, flood, extreme temperature, or unsuitable conditions.

  • Damage due to misuse.

  • Modified or unauthorised repairs.

6.1.4. After the 7-day returns period:

  • Customers must provide full reasons for alleging a product is defective, including how it was used.

6.1.5. Not sure if your product is under warranty?
Contact support@oztrailstore.co.za and we’ll confirm whether it falls under our warranty or the supplier’s.