Last Updated: 2 Apr 2026
This Returns Policy explains how we, Roam Gear Pty Ltd (ACN 632 110 680) (“Roam Gear”, “we”, “us” or “our”), manage return requests and product issue claims for products purchased from us, including online, in store, and via our support channels. It explains the different return pathways that may apply depending on why you are returning the item, how to start the relevant process, and the requirements, timeframes and costs that may apply. In this policy, “you” and “your” refer to the customer or purchaser of our products.
This policy is in addition to your rights under the Australian Consumer Law (“ACL”) and does not exclude, restrict or modify any rights or remedies available to you under the ACL
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Important Notice For Trade Customers
Purchases made under a Trade Account are governed by the Roam Gear Terms of Trade. The Change Of Mind Returns section of this policy does not apply to Trade Customers, unless Roam Gear expressly agrees otherwise in writing.
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Your Return Pathway
The process that applies to your enquiry depends on why you are returning the item.
Change Of Mind Returns
If you have changed your mind about an eligible product, please refer to the Change Of Mind Returns section of this policy. This pathway applies only to eligible retail purchases where a return request is submitted within 30 days of purchase and all applicable conditions in this policy are met.
Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, incorrect, incomplete, or otherwise has a product issue, please refer to the Faulty, Damaged or Incorrect Items section of this policy. Different procedures, assessment requirements, shipping arrangements, and remedies may apply to these matters.
Your satisfaction is important to us. This policy is designed to provide a fair, transparent and practical process for returns, while making sure your rights under the ACL remain fully protected.
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Change Of Mind Returns
Roam Gear offers a 30 day change of mind return for eligible retail purchases, subject to the conditions set out in this section.
This section applies only where you have changed your mind about an eligible product and the product is returned in accordance with this policy. It does not apply to items that are faulty, damaged, incorrect, incomplete, or otherwise the subject of a product issue claim. Those matters are dealt with under the Faulty, Damaged or Incorrect Items section of this policy and may also involve rights and remedies available under the Australian Consumer Law.
A change of mind return is a voluntary return option offered by Roam Gear. It is separate from any rights you may have under the Australian Consumer Law. Under the Australian Consumer Law, consumers are not automatically entitled to a repair, replacement or refund simply because they changed their mind, but if a business offers a change of mind policy, it must follow that policy.
Change Of Mind Timeframe
To be considered for a change of mind return, you must submit your return request via our
Support Portal within 30 days of the original purchase date.
Requests submitted after this 30-day period are not eligible for a change of mind return.
This timeframe applies only to change of mind returns. It does not limit or replace any rights you may have under the Australian Consumer Law if a product is faulty, damaged, incorrect, unsafe, or does not meet a consumer guarantee. Consumer guarantee rights are separate from any voluntary store return policy.
Eligibility Requirements
To be eligible for a change of mind return, the product being returned must meet all the following requirements:
• the return request must be submitted within 30 days of the original purchase date
• the product must be new, unused, and in saleable condition
• the product must NOT be listed in “Products Not Eligible for Change Of Mind Returns” of this policy
• proof of purchase must be provided with the product in accordance with “Proof of Purchase” of this policy
All 30 day change of mind return requests are subject to assessment and approval by Roam Gear. Even where a customer believes the eligibility requirements have been met, approval is not automatic.
Roam Gear may refuse a request where any requirement of this policy is not satisfied, including where the product has been used, installed, altered, damaged after delivery, or is not returned in a new and unused condition.
Products Not Eligible for Change of Mind Returns
This section applies only to 30 day change of mind returns. It does not apply to items that are faulty, damaged, incorrect, incomplete, or otherwise subject to a valid warranty or consumer guarantee claim.
To maintain product integrity, quality control, and the fair administration of returns, the following items are not eligible for a 30 day change of mind return:
• Gift Cards and eGift Cards
• Vouchers
• Credit Vouchers
• Delivery Fees and Charges
• Trade Show Products
• Ex-demonstrator Products
• Custom or special orders, including made to order items, products with any form of customisation, and non-stock items ordered specifically for you
We may update this exclusion list from time to time at our discretion and, while we will endeavour to keep it current and available, the most recent version of this policy will apply.
Proof of Purchase
When submitting a 30 day change of mind request via the Roam Gear Support Portal you will be asked to upload an authentic proof of purchase.
An acceptable proof of purchase includes:
• the original purchase receipt or tax invoice
• online statement, such as an Afterpay, Zip Pay, PayPal, credit card or bank transaction record
• the packing slip included with an online purchase or click and collect order
• another reliable record of the transaction that clearly identifies the purchase
Where the proof of purchase provided does not reasonably verify the transaction, we may request additional information. If sufficient proof of purchase cannot be provided, the change of mind return request may be refused. If you need assistance locating valid proof of purchase, please contact us at support@roamgear.com.au.
For identity verification and fraud prevention purposes, we may request photo identification or other suitable identification when processing a return or assisting you in locating proof of purchase, particularly where the information provided is incomplete, unclear, or does not by itself reasonably establish the transaction.
Any personal information collected for this purpose will be handled in accordance with our Privacy Policy.
Starting a Change Of Mind Return
If you would like to request a change of mind return, you must first contact us and obtain approval before sending the product back.
Online Purchases: For products purchased online, you must submit your return request through the Roam Gear Support Portal.
In-Store Purchases: For products purchased in store, you may choose to submit your return request through our Support Portal and return the product to us by post or other freight services. You can also visit us in person and return the item directly to our retail location at:
Unit 4, 15 Motorway Circuit, Ormeau QLD
If your return request is approved, we will contact you via email and issue you with a valid Return Authorisation (RA) Number, details of any applicable restocking fee, and instructions for returning the product.
Please Note: Where a change of mind return is sent back by post or other freight service, the customer is responsible for all return shipping costs and any applicable restocking fee.
Shipping Your Change Of Mind Return
For approved change of mind returns, you are responsible for all return shipping costs, unless Roam Gear expressly agrees otherwise in writing.
You must not send any product back until your return request has been approved and you have received your RA number and return instructions from Roam Gear.
All returned products must be securely packaged to reduce the risk of damage in transit. Roam Gear recommends using a trackable shipping service and obtaining shipping insurance where appropriate. Roam Gear is not responsible for products that are lost, delayed, or damaged during return transit.
Shipping Standard Items: Standard sized items may generally be returned using Australia Post, provided they do not exceed the following limits:
• Maximum Weight of 22kg
• Maximum Length of 105cm (Longest Side)
• Maximum Cubic Volume of 0.25 Cubic Metres
If your return exceeds any of the limits above, it will be treated as a bulky or heavy item.
Bulky and Heavy Items: If your return exceeds the maximum limits shown above, Australia Post will not accept the item and you will need to use a courier or another suitable freight provider.
You may arrange your own return shipping for bulky or heavy items, or you may request our assistance in arranging a courier pick up at your cost.
Any courier assistance we provide for a bulky or heavy change of mind return is offered as an administrative convenience only. Roam Gear is not obligated to provide this service, we are not the carrier, and are not responsible for any loss or damage in transit unless required by law.
If you would like assistance with a bulky or heavy return, please reply to your RA approval email with your name, pick up address, and contact number. We will then advise you of the available options.
Refund Payment Process
If a change of mind return is approved and the returned product is received in accordance with this policy, Roam Gear will process the refund to the original payment method used for the purchase, less any applicable restocking fee and less any original delivery charges, unless otherwise required by law.
For online purchases, the refunded amount will generally be returned to the same account, card, or payment facility used for the original transaction.
The following payment specific conditions may apply:
Credit or Debit Card Purchases: Where a refund is processed to a credit or debit card, Roam Gear may require the same card used for the original purchase, or sufficient information to verify that payment method, before processing the refund.
Gift or eGfit Card Purchases: Where a purchase was made using a Roam Gear Gift Card or eGift Card, the refund may be issued as a new Roam Gear Gift Card for the relevant amount.
Mobile Wallet Purchases: Where a purchase was made using a mobile payment service such as Apple Pay, Samsung Pay, or Google Pay, the refund will generally be processed back to the same mobile wallet used for the original purchase.
Combined Gift Card and Buy Now Pay Later Purchases: Where an online purchase was made using both a gift card and a buy now pay later service such as Afterpay or Zip Pay, the refund may be split between the original payment sources. The gift card portion may be refunded by way of a Roam Gear gift card, and any remaining balance may be refunded to the relevant buy now pay later provider.
Roam Gear may withhold or adjust a refund where:
• the returned product does not meet the requirements of this policy
• the product is returned in a used, damaged, incomplete, or unsaleable condition
• the return differs materially from the approved return request
• the applicable restocking fee has not been accepted as part of the approved return process
This section applies only to change of mind returns. It does not limit or replace any refund, repair, replacement, or other remedy that may be available under the Australian Consumer Law for faulty, damaged, incorrect, or non-compliant goods.
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Exchanges
Roam Gear does not offer direct exchanges for change of mind returns.
If you would prefer a different product, colour, size, model, or variation, you may submit a change of mind return request for the original product if it is eligible under this policy. If your return is approved and processed, you may then place a new order separately.
For clarity:
• approval of a change of mind return does not reserve replacement stock
• any new purchase will be subject to current pricing, stock availability, and shipping charges at the time the new order is placed
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Faulty, Damaged Or Incorrect Items
This section applies where a product purchased from Roam Gear is faulty, damaged, incorrect, incomplete, unsafe, or otherwise does not meet a consumer guarantee under the Australian Consumer Law.
This section does not apply to change of mind returns. If you have changed your mind about an eligible product and wish to request a voluntary return within 30 days of purchase, please refer to the change of mind returns section of this policy.
Products sold by Roam Gear come with automatic guarantees under the Australian Consumer Law that cannot be excluded, restricted or modified. Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy depending on the nature of the issue and your rights under the Australian Consumer Law. What remedy is available will generally depend on whether the problem is major or minor and the circumstances of the claim.
What This Section Covers
This section covers enquiries and claims relating to products that are or appear to be:
• faulty or defective
• damaged in transit or otherwise damaged on arrival
• incorrect, including where the wrong item was supplied
• incomplete, including where parts or components are missing
• unsafe
• not of acceptable quality
• not fit for their disclosed or ordinary purpose
• not matching their description, sample, or demonstration model
This section is intended to help you start the correct process. It does not limit any rights or remedies you may have under the Australian Consumer Law. Businesses must offer an appropriate remedy when goods do not meet consumer guarantees, and it is unlawful to mislead consumers about those rights.
How to Report a Faulty, Damaged or Incorrect Item
If you believe your item is faulty, damaged, incorrect, incomplete, or otherwise has a product issue, you should contact Roam Gear as soon as reasonably possible after becoming aware of the issue.
For the quickest resolution, please submit your enquiry through the Roam Gear Support Portal at:
www.roamgear.com.au/pages/support-portal (Support Portal)
You may also contact our support team at:
support@roamgear.com.au
Where applicable, further information about warranty coverage and the warranty claim process is available in our Warranty Policy.
When submitting a claim, Roam Gear may request information reasonably necessary to assess the issue, such as:
• your proof of purchase
• your order number or transaction details
• a description of the issue
• photographs or videos showing the issue, where appropriate
• details of any loss, damage, or delivery issue identified on arrival
Roam Gear may also request any further information reasonably required to assess the claim and determine the appropriate next step.
A customer making a repair, replacement or refund claim can be asked to provide a receipt or another form of proof of purchase, and other forms of proof may also be acceptable where they reasonably confirm the transaction.
Assessment, Shipping and Next Steps
Roam Gear may need to assess the product, the information provided, and the circumstances of the claim before determining the appropriate outcome.
Depending on the nature of the issue, Roam Gear may ask you to:
• provide further information or images
• return the product for inspection
• make the product available for collection or assessment
• follow troubleshooting or verification steps, where appropriate
• contact the manufacturer directly where this is part of the applicable warranty process, provided this does not limit your rights under Australian Consumer Law
Return procedures, assessment requirements, and shipping arrangements for faulty, damaged, incorrect, or incomplete items may differ from the process that applies to change of mind returns.
Where appropriate, Roam Gear may provide:
• return instructions
• a pre-paid shipping label
• reimbursement instructions for reasonable return delivery costs
• repair, replacement, refund, or another remedy required by law
If a claim is valid, the remedy provided will depend on the circumstances and your rights under the Australian Consumer Law. Minor problems are generally addressed by repair within a reasonable time, while major problems may entitle you to reject the goods and choose a refund or replacement, or keep the goods and seek compensation for the reduction in value. Consumers may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the problem.
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Privacy And Personal Information
To process a return request, product issue claim, refund request or related customer support matter, Roam Gear may collect, use, and store personal information that is reasonably necessary to assess and manage the request.
This may include information such as your name, contact details, proof of purchase, order or transaction details, delivery details, payment information, correspondence, photographs, videos, and any other information reasonably required to verify the transaction, assess the issue, prevent fraud, and complete the applicable return, claim, or remedy process.
Where identity verification is reasonably required, Roam Gear may also request photo identification or other suitable identification.
Any personal information collected, used, disclosed, or stored by Roam Gear in connection with this policy will be handled in accordance with our Privacy Policy.
Roam Gear may disclose personal information to service providers, payment providers, carriers, repairers, manufacturers, warranty administrators, and other third parties where reasonably necessary to administer the relevant return, claim, refund, replacement, repair, delivery, collection, or related support process.
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Australian Consumer Law Rights
The benefits provided under this Returns Policy are in addition to, and do not limit, your rights and remedies under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, condition, warranty, undertaking, or other right or remedy that cannot lawfully be excluded, restricted, or modified.
Where goods supplied by Roam Gear fail to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund, compensation, or another remedy available by law, depending on the nature of the issue and the circumstances of the claim. For goods with a major failure, consumers may be entitled to reject the goods and choose a refund or replacement. For goods with a minor failure, Roam Gear may be entitled to choose to repair the goods within a reasonable time.
Any manufacturer’s warranty, supplier warranty, or voluntary policy offered by Roam Gear operates in addition to, and does not replace, your rights under the Australian Consumer Law.
Nothing in this policy should be read as imposing a time limit on, restricting, or qualifying your rights under the Australian Consumer Law in circumstances where those rights continue to apply.
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Governing Law And Jurisdiction
This Returns Policy is governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland.
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Contact Details
If you have inquiries regarding our return procedures or this Returns Policy, we encourage you to reach out to us through the contact information provided below:
Roam Gear Pty Ltd (ACN 632 110 680)
Address: Unit 4, 15 Motorway Circuit, Ormeau, QLD 4208
Email: support@roamgear.com.au
Phone: 1300 762 643
The copyright of this document is held by Roam Gear Pty Ltd; unauthorised use is strictly prohibited.
