Your personal information as entered on this site to order the Trekker’s Friend or related equipment will only be used to process your order.
Customs duties taxes and charges when sending to countries other than Australia
Each country has its own regime for handling goods coming in from outside. An example of this is that some countries have a threshold value, and if the good coming in is below this threshold, then no customs duties are payable, otherwise customs duties are calculated as a percentage of the value.
Similarly, some countries charge VAT on goods coming in from outside. An example of this is that the EU made changes to this area in July 2021 so that customers need to pay VAT on imported goods.
If you are in a country other than Australia you will need to handle these aspects of the shipping process. I will pay the postage costs as calculated on this website and send it to you with a Customs declaration on the package. You will need to handle any Customs processes, import charges, or VAT payments within your own country, and to pay any amounts arising from them.
I will always send things using methods that allow the delivery to be tracked and that require you to sign to indicate that you have received the delivery. The tracking, signature and appropriate insurance during delivery will be included in all postage costs.
Loss during transit
If you have not received your delivery within the time specified for the delivery method you chose please let me know via the get in contact page, so that I can follow it up with the deliverer and send it again if required.
Items damaged during transit or not as specified in the product description
If your delivery arrives with damaged or missing components, or if any components are not as specified in the product description on the Trekker’s Friend website, please let me know via the get in contact page, explaining the issue, within 7 days of delivery. I will send a replacement part/s at no cost to you. You will not need to return the damaged component.
Unwanted item returned within 30 days of delivery
If you change your mind and decide you no longer wish to have your purchase, please let me know via the get in contact page, explaining the issue if possible, and send it back within 30 days of delivery. You will need to pay the return shipping costs.
If the item is returned in as-new condition (and was posted within 30 days of receipt) I will refund the purchase price. If it has been noticeably used so cannot be re-sold in as-new condition I will refund 50% of the purchase price. The shipping costs will not be refunded in either case.
Breakages or damage within 90 days of delivery
If any component of your purchase breaks within 90 days of delivery, during normal use as described on the Trekker’s Friend website (i.e. with a backpack weighing up to 30 kg on reasonably smooth surfaces), please , please let me know via the get in contact page, explaining the issue. I will then send a replacement part, at no cost to you.