Refund policy

The Outfitter – Balaka Holdings PTY LTD (ABN 25 670 867 026)
In-Store & Online Purchases
theoutfitter.au

At The Outfitter, we’re committed to quality and transparency. We follow the Australian Consumer Law (ACL) and NSW Fair Trading guidelines. Your consumer rights come first, and our store policies operate alongside those legal protections.

1. Your Rights Under Australian Consumer Law

You are entitled to a repair, replacement, or refund if a product you purchase fails to meet any of the following consumer guarantees:

  • The item is faulty or defective

  • The item is unsafe

  • The item is not of acceptable quality

  • The item does not match its description or images

  • The item is not fit for its intended purpose

Major failures qualify for a refund or replacement (your choice).
Minor failures may be repaired or replaced.

Proof of purchase is required for all claims.

2. Change-of-Mind Returns (Online & In Store)

While change-of-mind returns are not required under ACL, The Outfitter offers the following on full-priced products:

We offer:

  • Exchange or

  • Store Credit

To be eligible:

  • Item must be returned within 14 days of delivery (online) or purchase (in store)

  • Item must be unused, unworn, unwashed, and in original condition

  • All original tags must be attached

  • Proof of purchase must be provided

Not offered:

  • Refunds for change-of-mind purchases

  • Change-of-mind returns on sale items

Customers are responsible for return postage costs for change-of-mind returns unless the item is faulty.

3. Sale & Clearance Items

Sale, clearance, and discounted items are final sale and cannot be returned for change of mind.

If a sale item is faulty, your ACL rights still apply.

4. Hygiene-Sensitive Items

For health and safety reasons, the following items cannot be returned unless they are faulty:

  • Earrings and body jewellery

  • Undergarments

  • Hats and headwear

  • Hair accessories

  • Gift cards

Faults in these items are still covered under Australian Consumer Law.

5. Faulty or Defective Items

If you believe your item has a fault:

  1. Contact us at support@theoutfitter.au with your order number and photos of the issue.

  2. We will assess the fault in line with Australian Consumer Law.

  3. If the product is faulty, we will offer a repair, replacement, or refund, depending on whether the fault is major or minor.

  4. We cover all shipping costs for approved faulty-item claims.

Faults caused by misuse, improper care, or normal wear and tear are not covered.

6. How to Lodge an Online Return

Step 1: Email support@theoutfitter.au with:

  • Order number

  • Item name

  • Reason for return

  • Photos (if relevant)

Step 2: Wait for return approval and instructions.

Return packages sent without approval may experience delays.

Step 3: Once received, returns are processed within 3–7 business days.

7. In-Store Return Locations

Online orders may also be returned in person at either of our locations:

Orange NSW
Shop 44, Orange City Centre

Lucknow NSW
4602 Mitchell Highway

8. Contact Us

For any questions or return enquiries:
support@theoutfitter.au