Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return eligibility

To be eligible for a return, your item must be:

  • In the same condition you received it
  • Unworn or unused
  • With tags attached
  • In its original packaging

You will also need your receipt or proof of purchase.

How to start a return

To start a return, contact us at  enquiries@freestoneoutdoors.com.au .

Returns must be sent to:

  • Freestone Outdoors 27 Murchison Street Marysville VIC 3779 Australia

If your return is accepted, we will send you instructions on how and where to send your parcel.

Items sent back without first requesting a return will not be accepted.

Return shipping costs

  • For change-of-mind returns, return shipping costs are the customer’s responsibility.
  • If your item is faulty, damaged, or incorrect, please contact us and we will work with you to resolve it as quickly as possible.

Damages, faults, and wrong items

Please inspect your order when it arrives. If your item is defective, damaged, or you received the wrong item, contact us as soon as possible at  enquiries@freestoneoutdoors.com.au  so we can assess the issue and make it right.

Non-returnable items

We cannot accept returns for:


  • Sale items
  • Gift cards

Some items may also be non-returnable due to their nature (for example, custom or personalised items). If you are unsure whether your item can be returned, please email us before sending it back.

Exchanges

We do not offer direct exchanges. The fastest way to get the item you want is to return your original item. Once your return is accepted, you can place a new order for the replacement item.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that banks and credit card providers can take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at  enquiries@freestoneoutdoors.com.au .