Refund policy

Returns, Refunds & Warranty Policy

At North Adventures, we want you to be confident in your purchase and the products we supply. This policy covers change-of-mind returns, products that arrive damaged, faulty or incorrect, and products that develop a fault after delivery.

We offer a 30-day change-of-mind return period on eligible products, subject to the conditions outlined below.

This policy is in addition to any rights and remedies you may have under the Australian Consumer Law.

30-Day Change-of-Mind Returns

You may request a return for an eligible item within 30 days of receiving your order.

To be eligible for a change-of-mind return, the item must:

  • Be unused, unworn and in the same condition in which it was received

  • Be complete with all accessories, manuals and included components

  • Have all original tags, labels and protective materials intact

  • Be returned in its original packaging and in a condition suitable for resale

  • Include proof of purchase from North Adventures

Please do not return an item without contacting us first. Returns sent without prior approval may experience delays in processing.

To request a return, please contact us at northadventuresau@gmail.com with your order details and the reason for your return.

Return Shipping for Change-of-Mind Returns

Customers are responsible for the cost of returning items under our change-of-mind policy unless otherwise agreed.

We recommend using a tracked and appropriately insured delivery service, as you are responsible for ensuring the item reaches us safely. North Adventures is not responsible for change-of-mind returns that are lost or damaged during return transit.

Original shipping charges are generally non-refundable for change-of-mind returns.

Any additional freight costs incurred as a result of a refused, unclaimed or incorrectly addressed delivery may also be deducted from a change-of-mind refund where reasonable.

Items Not Eligible for Change-of-Mind Returns

Unless required by Australian Consumer Law, we may not accept change-of-mind returns for:

  • Items that have been used, worn, installed, fitted, modified, damaged or altered after delivery

  • Electrical or electronic products that have been installed or connected

  • Products that are incomplete or missing accessories, components, manuals or packaging

  • Custom-made, specially ordered or personalised products

  • Clearance or final-sale items where identified as such at the time of purchase

  • Gift cards

  • Items that cannot be resold for health, hygiene or safety reasons once opened

If you are unsure whether an item is eligible for a change-of-mind return, please contact us before returning it.

These exclusions apply only to change-of-mind returns and do not limit your rights in relation to faulty, unsafe, incorrectly described or otherwise non-compliant products under the Australian Consumer Law.

Special Orders & Custom Products

Change-of-mind returns are generally not available for products that have been custom-made, modified or specifically ordered for you where this was made clear before purchase.

This may include, but is not limited to:

  • Custom or pre-wired electrical boards

  • Custom-made cables or wiring assemblies

  • Solar panels ordered with custom options or modifications

  • Products modified or configured to your specifications

  • Non-stock products specifically sourced or ordered on your behalf

Please carefully check all specifications, measurements and requirements before placing an order for a custom or special-order product.

This exclusion does not affect your rights if the product is faulty, does not match the agreed specifications or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Incorrect Product Selection & Product Advice

Customers are responsible for checking product specifications, dimensions, compatibility and suitability for their intended application before purchasing.

If you purchase the wrong product or decide that a product is not suitable for your intended application, you may request a return under our 30-day change-of-mind policy, provided the product meets the eligibility requirements above.

Where you are unsure about product compatibility or suitability, we encourage you to contact us before ordering and we will do our best to assist based on the information available to us.

Any advice or recommendations we provide are based on the information supplied to us. Customers are responsible for providing complete and accurate information about their intended application, existing equipment, system configuration and requirements.

Nothing in this section limits your rights where information or advice provided by North Adventures gives rise to rights under the Australian Consumer Law.

Damaged, Faulty or Incorrect Items on Delivery

Please inspect your order as soon as reasonably possible after delivery and contact us promptly if an item arrives damaged, appears to be faulty on arrival, is incorrect or does not match what you ordered.

Please provide your order details and, where possible, clear photos or videos showing the issue, including the product and packaging where relevant. This information helps us assess the issue and, where applicable, lodge a claim with the delivery carrier or supplier.

If you receive an incorrect item, please avoid opening, installing or using it once you become aware that it is not the product you ordered. Contact us so we can arrange the appropriate next steps.

If a product is damaged, faulty, incorrect or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Any timeframes requested for reporting delivery damage are intended to help us investigate and lodge freight claims and do not limit any rights you may have under the Australian Consumer Law.

Warranty Claims

Products sold by North Adventures may be covered by a manufacturer's warranty. Warranty periods and conditions vary between products and manufacturers and may be specified on the relevant product page, product documentation or manufacturer's warranty information.

Manufacturer warranties are provided in addition to your rights under the Australian Consumer Law. The expiry of a manufacturer's stated warranty period does not necessarily mean that your rights under the Australian Consumer Law have also expired.

If a product was functioning correctly when received but subsequently develops a fault, please contact us before removing, modifying, dismantling or returning the product.

Making a Warranty Claim

To make a warranty claim, please contact us at northadventuresau@gmail.com and provide:

  • Your order number or other proof of purchase

  • A detailed description of the issue

  • Details of when the issue began and the circumstances in which it occurred

  • Photos or videos showing the product and reported issue where relevant

  • Details of the installation and system in which the product is being used, where relevant

  • Any other information reasonably required to investigate the reported fault

Please do not return a product for warranty assessment without contacting us first.

Depending on the nature of the issue, we may ask you to perform reasonable troubleshooting or basic diagnostic checks before arranging a return. This helps us identify whether the issue relates to the product itself or another part of the system.

We will not ask you to perform testing that would be unsafe or that requires technical work beyond what is reasonable for you to undertake.

Installed Products & Warranty Assessment

If a product has been installed, please contact us before removing it wherever reasonably possible.

It is important that we have an opportunity to understand and document the original installation and circumstances surrounding the reported fault. Removal of a product before assessment can make it more difficult to determine the cause of an issue and may affect a manufacturer's ability to assess a warranty claim.

For installed products, we may reasonably request:

  • Photos of the product in its installed location

  • Photos of wiring, terminals, connectors and connections

  • Cable sizes and approximate cable lengths where relevant

  • Fuse or circuit breaker types and ratings

  • System voltage and relevant voltage measurements

  • Charger, inverter, controller or battery settings

  • Details of other connected equipment

  • Installation diagrams where available

  • Details of how and by whom the product was installed

This is particularly important for products such as fixed and flexible solar panels, where damage can potentially occur during installation, use or removal.

Where safe and reasonably practicable, please leave a potentially faulty installed product in place until you have contacted us and received guidance on the next steps.

Removing a product before contacting us does not automatically remove any rights you may have under the Australian Consumer Law. However, if removal causes additional damage or prevents the original cause of a problem from being reasonably determined, this may be relevant to the assessment of the claim.

Installation, Wiring & Configuration of Electrical Products

Many electrical, solar, battery and 4WD products sold by North Adventures require correct installation, wiring, configuration and commissioning to operate safely and as intended.

Customers are responsible for ensuring that products are installed, configured and used in accordance with the manufacturer's instructions, product specifications and any applicable laws, standards and installation requirements.

Before installation, customers or their installer should confirm that the product is suitable for the intended application, including system voltage, current requirements, cable sizing, circuit protection, polarity, operating environment and compatibility with other components within the system.

Where installation requires specialised electrical, automotive or technical knowledge, we recommend that the work is carried out by a suitably qualified or experienced person.

Damage or failure caused by circumstances such as incorrect installation, reverse polarity, incorrect system voltage, inadequate or incorrect circuit protection, undersized cabling, loose or unsuitable connections, incorrect configuration, overloading, unauthorised modification, misuse, accidental damage, water ingress outside the product's specified protection rating, or operation outside the manufacturer's published specifications may not constitute a fault with the product itself or be covered by a manufacturer's warranty.

Installation or use of a product does not automatically exclude a customer from a remedy where the product itself is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Warranty Assessment

Depending on the nature of the reported issue, North Adventures may conduct an initial assessment or work with the relevant manufacturer, supplier or authorised service provider to diagnose and assess the product.

We may reasonably request photographs, videos, diagnostic information, installation details, testing results or other information relevant to determining the cause of the reported issue.

In some cases, troubleshooting may resolve the issue without requiring the product to be returned.

Where a physical assessment is required, we will provide instructions regarding the return or assessment process.

Please do not incur return freight, diagnostic, removal, repair or replacement costs on our behalf without contacting us first if you intend to seek reimbursement for those costs.

Products That May Not Be Covered by a Manufacturer's Warranty

Depending on the applicable manufacturer's warranty terms, a manufacturer's warranty may not cover damage or failure caused by:

  • Incorrect installation, wiring or configuration

  • Incorrect voltage or reverse polarity

  • Inadequate or incorrectly rated circuit protection

  • Undersized or unsuitable cabling and connections

  • Misuse, abuse, neglect or improper maintenance

  • Accidental or impact damage

  • Unauthorised modifications, dismantling or repairs

  • Operation outside the manufacturer's published specifications

  • Environmental exposure beyond the product's specified protection rating

  • Contamination or inappropriate cleaning products

  • Incorrect storage or handling

  • Normal wear and tear

These exclusions relate to manufacturer warranty coverage and do not exclude any rights or remedies that may independently apply under the Australian Consumer Law.

Warranty Return & Assessment Costs

Please contact North Adventures before returning a product for assessment.

Where a product is confirmed to have a fault covered by an applicable manufacturer's warranty, return and replacement freight will be handled in accordance with that warranty.

Where North Adventures is required to provide a remedy under the Australian Consumer Law, we will also meet our obligations regarding reasonable return costs as required by law.

Where a product is assessed and found not to be faulty, or the reported issue is determined to have been caused by incorrect installation, configuration, misuse, accidental damage or another external cause, reasonable assessment, freight and return delivery costs may apply where permitted by law.

Where reasonably practicable, we will advise you of potential charges before they are incurred.

Warranty Outcomes

The outcome of a warranty claim will depend on the nature of the issue, the applicable manufacturer's warranty and your rights under the Australian Consumer Law.

Depending on the circumstances, the available remedy may include troubleshooting, repair, replacement, refund or another appropriate solution.

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a refund or replacement. For a minor failure, North Adventures may be entitled to provide an appropriate remedy within a reasonable period.

Removal, Reinstallation & Other Costs

Products sold by North Adventures may be installed into vehicles, caravans, campers, boats, buildings or other systems.

If you believe an installed product is faulty, please contact us before arranging removal, third-party diagnosis, repair or reinstallation if you intend to seek reimbursement for those costs.

Whether removal, reinstallation, diagnostic, labour or other reasonably foreseeable costs are recoverable will depend on the circumstances of the claim, the cause of the issue, the applicable manufacturer's warranty and any rights available under the Australian Consumer Law.

Nothing in this policy excludes liability for losses or expenses where they cannot lawfully be excluded.

Exchanges

If you would like to exchange an eligible change-of-mind item, the quickest option is generally to return the original item and place a separate order for the replacement product once your return has been approved.

If you received an incorrect, damaged or faulty item, please contact us first so we can determine the appropriate solution rather than placing a separate order.

Refunds

Once we receive and inspect an eligible return, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method. We aim to process approved refunds promptly, although it may take up to 10 business days for the refund to appear depending on your bank or payment provider.

For approved change-of-mind returns, the refund will generally cover the purchase price of the returned product. Original shipping costs and return shipping costs are not refundable unless required by law or otherwise agreed.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at northadventuresau@gmail.com.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Products must meet the consumer guarantees that apply to them, including requirements relating to acceptable quality, fitness for disclosed purposes and matching their description where applicable.

Manufacturer warranties are provided in addition to these rights and do not replace or limit them.

Nothing in this Returns, Refunds & Warranty Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Where there is an inconsistency between this policy and your rights under the Australian Consumer Law, your rights under the Australian Consumer Law will apply.

Contact Us

For returns, order issues or warranty assistance, please contact:

info@northadventures.com.au

Please include your order number and as much relevant information as possible so we can assist you efficiently.