Returns Policy

(Updated 01 July 24)

1. Eligibility for Returns
• Timeframe: Products are eligible for return within 30 days from the date of delivery.
• Condition: Items must be unused, in their original packaging, with all labels and tags attached. We reserve the right to refuse a return if the product shows signs of use, damage, or if any parts are missing.
• Non-Returnable Items: Certain products, such as personalised items including personalised drink bottles, cooler bags and items marked as "Final Sale" are not eligible for return.
2. Return Process
• Initiate a Return: To start a return, log into your account and navigate to the "My Orders" section. Select the order containing the item you wish to return and follow the instructions. If you do not have an account, please contact us via email to obtain Return Merchandise Authorisation (RMA) number.
• Return Shipping: Customers are responsible for the cost of return shipping unless the item was damaged, defective, or incorrect. In such cases, we will provide a prepaid shipping label.
3. Refunds
• Processing Time: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
• Restocking Fee: A restocking fee of 10% may apply for certain returned items, except in cases of defective or incorrect items.
• Shipping Costs: Original shipping costs are non-refundable, except in cases where the item was damaged or incorrect.
4. Exchanges
• We offer free exchanges for the same item in a different size or colour (subject to availability). To initiate an exchange, follow the return process, indicating your preference for an exchange. If the desired item is not available, we will process a refund instead.
5. Damaged or Defective Products
• If you receive an item that is damaged, defective, or incorrect, please contact our customer support within 48 hours of delivery. We will arrange for a return or exchange at no additional cost.
6. International Returns
• Customers outside Australia are responsible for international return shipping fees, and customs duties or taxes paid at the time of purchase are non-refundable.
  
7. Contact Information

• For any questions about returns or to request assistance, please contact our super friendly customer service team at orders@dropbearcoolers.com or 0423080091.