Return Policy

Last Updated: 05/07/2025

We want you to feel confident when shopping with us, and more importantly, supported long after your order arrives. Our return policy is here to make things clear, fair, and easy to follow. If something’s not quite right, we're here to help, not hassle you.

We’re not about making things difficult. We're about making things right. Whether it’s a refund, replacement, or a quick fix, our goal is to get you back to enjoying your tools as quickly as possible.

Everything you’ll find below is in line with Australian Consumer Law and guided by our values of honesty, fairness, and making sure you walk away satisfied.

Once you’ve made a purchase, you’re agreeing to the terms outlined below. If you have any questions or you're unsure about anything to do with a return, just reach out to us using the Contact form on the Contact Us page. We’re always happy to help.

Section 1 – 100-Day Risk-Free Trial & Eligibility

Some of our products come with a 100-Day Risk-Free Trial. If your product includes this trial and you're not satisfied within 100 days of receiving it, you're welcome to return it for a full refund—simple as that.

Please check the individual product page to confirm whether the 100-Day Risk-Free Trial applies. If it’s listed, the trial is valid. If it’s not listed, the item is not eligible for this offer, but it is still fully covered by our 1-Year Replacement Warranty.

To be eligible for the 100-Day Risk-Free Trial:

  • The item must be in good physical condition, free from major damage or excessive wear

  • All original components, accessories, and packaging (where applicable) must be included

  • You must contact us first for approval before sending the item back

A free return label will be provided only after your return request has been approved. Please do not send any items back without our confirmation, as unauthorised returns will not be accepted or refunded.

Refunds are processed once the item has been received at the correct warehouse and inspected by our team.

Note for Products Not Covered by the 100-Day Risk-Free Trial

If your product does not include the 100-Day Risk-Free Trial (as stated on the product page), the following return conditions apply:

  • The item must be unused and kept in its original packaging. Returns that do not meet this condition will be rejected

  • For change-of-mind returns, the item must be returned within 7 days of receiving it. A 10% restocking fee will apply

  • If the item arrives faulty, damaged, or not working as intended, please get in touch with us. These items are still fully covered under our 1-Year Replacement Warranty, and we’ll work with you to make it right.

Section 2 – Faulty or Damaged Products

If your item arrives damaged or is not working properly, please contact us as soon as possible. We ask that you provide photo or video evidence of the issue so our team can assess the situation.

We may offer to troubleshoot the problem before proceeding with a return or replacement. This is not to delay your refund or replacement, but because many issues can be resolved quickly and easily. Our priority is helping you get the best experience from your product.

In most cases, we are able to resolve the issue through troubleshooting, a replacement, or a refund. If a return is necessary, we will cover the return shipping and provide a pre-paid return label once the request has been approved.

Section 3 – 12-Month Warranty on All Products

All products, including batteries, come with a 12-month warranty from the date of purchase. This warranty covers defects in workmanship and materials under normal use.

Important notes:

  • The warranty includes a one-time replacement of the machine and/or battery. If the replacement product also encounters issues, we will assess the case individually.

  • Consumable parts such as plastic lawn mower blades, wire trimmer lines, and chainsaw chains are not covered under warranty unless they arrive damaged or faulty out of the box.

  • The warranty does not cover issues resulting from misuse, water damage, unauthorized modification, or general wear and tear.

To make a warranty claim, please contact us with your order number, a description of the issue, and supporting photos or videos. Our team will guide you through the process, including whether a return is required.

Section 4 – Return Process

To ensure a smooth return process, please follow these steps:

  1. Contact our support team using our website Contact Form or email. Describe the issue and include photo or video so we can check the item's condition.

  2. Wait for approval and return instructions. We will advise the correct warehouse address. Do not return the product without prior approval.

  3. If a return is required, package the item securely and use the label provided. Ineligible or incorrectly returned items may not be refunded.

  4. Once the item is received and inspected at the correct warehouse, we will issue your refund or arrange a replacement.

Section 5 – Refund Timeline

Refunds are issued once the return is received and inspected. You will receive confirmation once your refund has been processed. Refunds typically take 5 to 10 business days to appear in your account, depending on your bank or payment provider.

If you have not received your refund after this period:

  • Check your account and confirm with your bank

  • If still unresolved, contact us for assistance

Ending Notes & Recap

Important Note on Your Rights

Our 100-Day Risk-Free Trial is a voluntary policy offered in addition to your rights under the Australian Consumer Law. It does not replace your rights if a product is faulty. Nothing in this Return Policy affects your rights under the Australian Consumer Law. You may still have rights to remedies beyond any stated warranty period if a product fails to meet consumer guarantees.

If you have any further questions, feel free to read through this page again for extra clarity, then get in touch if anything’s still unclear.

While we’re active across social media, it’s not the best channel for return or warranty support, as messages can sometimes get lost. For the most reliable assistance, we recommend using one of the following methods:

  • Submit a message through our Contact Form on the website

  • Chat with us via Live Chat during business hours (9:00 AM to 6:00 PM ACST)

  • Email us at support@outdoortoolbox.com.au 

  • Or call us directly:

    • Phone (Australia): +61 8 7092 0892

    • Phone (New Zealand): +64 9 802 3024

    • Available Monday to Friday, 9:00 AM to 6:00 PM ACST

We aim to respond within 24 to 48 business hours, and we’re committed to resolving all matters properly and respectfully.

To learn more about shipping times and delivery expectations, please visit our Shipping Information page located in the header and footer of our website.

Thanks again for choosing Outdoor ToolBox. We appreciate your trust and look forward to supporting you.