Refund Policy

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major problem, you are entitled to choose a refund, a replacement or compensation for any other reasonably foreseeable loss or damage. If the problem is not major, we will repair or replace the item within a reasonable time. The change of mind policy below is offered in addition to these rights and does not limit them.

Change of mind returns

We happily accept returns for change of mind within 14 days of receiving your order. Items must be unused, in original packaging and in resellable condition. Proof of purchase is required.

Return shipping is at the customer's expense. Once received and accepted, change of mind refunds are processed as store credit. Shipping costs are non-refundable. If your order had free shipping, $12.50 will be deducted from your store credit.

Sale items are not eligible for change of mind returns.

How to return

To start a return, email us at customercare@gr8x.com.au and we will provide return instructions. We recommend using tracked and insured postage, as we cannot be held responsible for items lost in transit.

Refunds

Once your return is received and inspected we will email you with the outcome. If approved, your store credit will be issued within 3 business days.

Where a refund to your original payment method applies, processing times vary by bank. If you have not received it, check your account first, then contact your bank or card provider.

Gifts

If an item was marked as a gift and shipped directly to you, you will receive a store credit voucher for the value of the return. The voucher must be used within 12 months of the refund date.

12 month warranty

All gr8x bags are covered by a 12 month limited warranty against defects in hardware, components or workmanship from the date of purchase. This warranty is in addition to your rights under the Australian Consumer Law. To make a claim, email us at customercare@gr8x.com.au with photos and proof of purchase.

The warranty does not cover accidental damage, misuse, normal wear and tear, or zip pull damage. Accessories and clearance items are not covered. The warranty applies within Australia only.

Incorrect item received

In the unlikely event you receive the wrong product, please contact us at customercare@gr8x.com.au and we will arrange an exchange at our cost.

Questions

Email us at customercare@gr8x.com.au and we will be happy to help.