Refund policy

At Backpacking Light we understand the importance of customer service and we aim to provide a prompt and easy to understand return, exchange and refund policy.

Return of Full-Priced & Sale Items:

  • These items can be returned for a store credit (valid for 3 years and usable in-store and online), or an exchange if the product is available, or a full refund for the item(s) excluding shipping costs.

Return of Clearance Items:

  • Clearance items are those in the ‘Clearance’ section, and/or items that have a ‘Clearance’ label visible on the top right corner of the product image.
  • These can be returned for a store credit (valid for 3 years and usable in-store and online) or an exchange for an alternative product if it is available.
  • Clearance items are not refundable.

Return of Special Orders:

  • These items are non-refundable, and cannot be exchanged for another item or credit.

Return of Final Sale Items:

  • Final Sale items are those in the ‘Final Sale’ section, and/or items that have a ‘Final Sale’ label visible on the top right corner of the product image.
  • All sales on ‘Final Sale’ are considered final. These items are non-refundable, and cannot be exchanged for another item or credit.
  • By completing your purchase, you acknowledge and agree that these items are non-returnable, non-refundable, and non-exchangeable, except where required by law or as explicitly stated in this policy.
  • If a product is faulty, not of acceptable quality, or doesn't match its description, you may be entitled to a remedy (repair, replacement, refund).

Return or Exchange Terms and Conditions:

  • Items must be returned within 30 days from receipt of goods
  • Return post must be paid pre-paid, unless “Free Returns + Package Protection” coverage has been purchased at checkout
  • All items must be in original purchase condition
  • Have all original packing undamaged & attached (e.g. swing tags, shoe boxes)
  • Please note, when returning shoes or other boxed items, goods must be placed inside another box or satchel for shipping
  • Click here to see our full Terms & Conditions

If you would like to return or exchange your purchase, you can do so by either shipping the item back to us or returning it physically in-store. For change of mind, incorrect size ordered returns or exchanges, shipping is at the customers cost & risk.

Retrospective Price Matching:

  • Backpacking Light does not offer any retrospective price matching. 
  • If our pricing changes online or in-store, or if you find item cheaper elsewhere, we aren’t able to make any changes to pricing once payment is complete on a sale.

To start a return or exchange, please visit our returns portal HERE.

  • You must have or include a copy of your proof of purchase when returning 
  • The item must be in original purchase condition with all the original tags and/or packaging 
  • As the sender takes full responsibility for return shipping & delivery, we highly recommend adding Signature on Delivery to your parcel
  • All returns are subject to the guidelines detailed below and outlined in our Return Policy.

What is “Checkout +” Free Returns + Package Protection Coverage?

  • When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for free. If your item is lost or damaged in transit, your order is also protected.
  • If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.
  • All returns are subject to the guidelines outlined in our Return Policy.

INCORRECT, FAULTY OR DAMAGED ITEMS MUST BE REPORTED TO BACKPACKING LIGHT WITHIN 7 DAYS 

While we work with great brands and endeavour to check every product is as received by us before they are dispatched, sometimes things can be incorrect.

Given this, we always recommend our customers test/check their gear when it arrives and prior to any trips to ensure items are complete and free of faults.

We strongly urge customers to check their gear and pitch tents prior to the first use. BPL offers our customers a complimentary pack fitting service if you need guidance with pack fitting or anything else 

If you have an issue with your item, please contact us within 7 days of receiving or purchasing your goods. The faster we are notified about any issues, the quicker & easier it is for us to assist you.

This does not affect your cover under warranty.

TRACKING YOUR ORDER

All orders are tracked via AusPost. If you have any issues with the delivery of your order, please notify us within 7 days of your order being placed. We may be unable to assist with queries made outside of this time. 

DAMAGE CAUSED IN TRANSIT

If you believe your package was damaged during shipping, please provide the following:

  • A photo of the packaging before it was opened
  • Close up photos of any damage to the external packaging
  • Photos of the packaging from when you first opened, including close ups showing any issues of the packaging
  • Contact within 5 days of receiving your order

This information is important so we can lodge an investigation with AusPost. Keep all packaging as it will need to be returned to the store with the item.

REPAIRS & WARRANTIES

For information on Repairs & Warranties, please see our Warranty & Repair page here.