MICKAGEAR — RETURNS, REFUNDS & EXCHANGES POLICY

Last updated: 09/10/26

First things first…

If something goes wrong, we want you talking to us; not sitting on hold for two hours listening to elevator music, only to be told to call somebody else.

At Mickagear, we’ll do our best to sort genuine problems out with you directly and without making you run a customer-service obstacle course. We’re a small Australian business, and we’d rather solve a problem than hide behind a wall of automated emails and phone queues.

That said, there is a difference between a genuine product problem, a warranty claim and simply changing your mind — and this policy explains how each situation is handled.

Mickagear wants you to be happy with your purchase, and we will always deal with genuine issues fairly and in accordance with Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

1. Change of Mind

Mickagear does not offer refunds, returns or exchanges simply because a customer:

• changes their mind;
• decides they no longer want the product;
• finds the product cheaper elsewhere;
• orders the wrong product;
• changes their camping plans;
• purchases a product that is unsuitable for their intended application, where the product meets its description and applicable consumer guarantees, and Mickagear did not agree that it would be suitable for that particular purpose; or
• no longer has a use for the product.

Australian Consumer Law does not generally require a business to provide a refund or replacement where a customer has simply changed their mind.

Any voluntary change-of-mind return offered by Mickagear will be subject to the specific conditions stated by us at the time.

2. Faulty, Defective or Incorrect Products

If you believe a product has a fault, defect or other problem, contact Mickagear as soon as reasonably possible.

Depending on the nature and seriousness of the problem, the applicable remedy may include:

• repair;
• replacement;
• replacement of a defective component;
• refund; or
• another remedy required by Australian Consumer Law.

The appropriate remedy will depend on the circumstances and the nature of the problem.

A manufacturer or supplier warranty may also apply.

3. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights exist independently of any manufacturer’s warranty or voluntary warranty offered by Mickagear.

4. Manufacturing Defects

Where a product has a genuine manufacturing defect, Mickagear will assess the issue and provide the remedy required by law.

Depending on the product and the nature of the defect, this may involve:

• replacing the defective component;
• supplying a replacement part;
• repairing the product;
• arranging a manufacturer warranty remedy;
• replacing the product; or
• providing a refund where required.

Where a manufacturer provides a warranty covering the relevant defect, Mickagear may work with the manufacturer or supplier to obtain the appropriate remedy.

You do not need to contact the manufacturer directly in order to make a consumer guarantee claim against Mickagear.

5. Roof-Top Tent Warranty Claims

For roof-top tents, Mickagear will first assess the reported problem.

Where appropriate, we may request:

• photographs;
• video;
• the product serial number;
• proof of purchase;
• a description of the problem;
• information about installation;
• information about how the product was used; and
• other information reasonably required to assess the claim.

Where a defect is covered by an applicable manufacturer warranty, Mickagear may provide a replacement part or arrange another appropriate warranty remedy.

The fact that a manufacturer warranty provides for replacement of a particular component does not prevent a customer from exercising any rights they have under Australian Consumer Law.

6. Damage During Delivery

Customers should inspect products as soon as reasonably practicable after delivery.

If a product arrives visibly damaged, please contact Mickagear promptly and provide photographs of:

• the product;
• the packaging;
• the shipping label; and
• the damage.

Do not dispose of damaged packaging until we have advised you that it is no longer required.

We will assess the issue and arrange an appropriate remedy where required.

7. Incorrect Product Supplied

If Mickagear sends you the wrong product, contact us as soon as reasonably practicable.

We will arrange the appropriate correction, which may include collection of the incorrect product and supply of the correct product.

You will not be disadvantaged because Mickagear supplied the wrong product.

8. Damage, Misuse and Unauthorised Modification

A product may not be covered by a voluntary manufacturer or Mickagear warranty where the problem results from circumstances such as:

• intentional damage;
• accidental damage;
• misuse;
• abuse;
• neglect;
• incorrect installation;
• installation contrary to manufacturer instructions;
• exceeding specified weight or load limits;
• use outside the product’s intended purpose;
• unauthorised modifications;
• cutting, drilling or altering structural components without approval;
• use of damaged equipment;
• failure to follow safety instructions; or
• normal wear and tear.

However, an exclusion from a voluntary warranty does not automatically remove any rights the customer may have under Australian Consumer Law.

9. Normal Wear and Tear

Products used outdoors and in camping environments are exposed to weather, sunlight, dirt, moisture, dust and repeated use.

Normal deterioration, cosmetic wear and ordinary wear and tear are not necessarily manufacturing defects.

Where there is uncertainty, Mickagear will assess the reported issue against the applicable product specifications, warranty terms and Australian Consumer Law.

10. Installation Issues

Where a problem results from incorrect installation rather than a product defect, the cost of correcting the installation may not be covered by a voluntary product warranty.

Customers are responsible for following manufacturer installation instructions.

Where the product itself is defective or fails to meet applicable consumer guarantees, this section does not remove the customer’s legal rights.

11. Returning Large or Heavy Products

Roof-top tents and other large products can be difficult and expensive to transport.

Please don’t put an RTT on the back of a truck and send it wandering around Australia before talking to us first.

Contact Mickagear before arranging expensive freight or returning a roof-top tent.

We will provide appropriate return or collection instructions.

Where the law requires Mickagear to bear reasonable return or collection costs for a faulty, defective or otherwise non-compliant product, we will do so.

12. Inspection

Mickagear may need to inspect a product to determine the cause of a reported problem.

Where reasonably necessary, we may request photographs, video or physical inspection before determining the appropriate remedy.

If an assessment establishes that the product has no defect or consumer-law failure, and the issue resulted from misuse, accidental damage, incorrect installation or another circumstance not covered by the applicable consumer guarantees, Mickagear may discuss any lawful inspection, collection or repair costs with the customer. Where collection or inspection costs may lawfully be charged, Mickagear will provide a reasonable estimate before collection is arranged.

Nothing in this section limits rights available under Australian Consumer Law.

13. Refunds

Where a refund is required, the refund will generally be made using the original payment method where reasonably practicable.

Processing times may depend on the payment provider or financial institution.

Where a customer is legally entitled to a refund, Mickagear will not impose unreasonable conditions that prevent the customer from exercising that right.

14. Promotional and Sale Items

Sale or promotional pricing does not remove Australian Consumer Law rights.

Products purchased on sale remain covered by applicable consumer guarantees.

Any voluntary conditions applying specifically to a promotion will be disclosed at the time of purchase.

15. Proof of Purchase

We may reasonably request proof of purchase, such as:

• order number;
• receipt;
• invoice;
• customer account details; or
• other reasonable evidence of purchase.

We will not use proof-of-purchase requirements to unlawfully prevent a customer from exercising their rights.

16. How to Make a Claim

Contact:

Mickagear
Business address: Suite 1208/530 Little Collins Street, Melbourne, VIC 3000, Australia
Email: admin@mickagear.com
Phone: 0432 941 622

Please include:

1. your name;
2. order number or proof of purchase;
3. product name;
4. date of purchase;
5. description of the problem; and
6. photographs or video where appropriate.

For roof-top tents and other large products, please do not arrange return freight before contacting Mickagear.

17. Our Commitment

Mickagear will assess complaints and warranty claims fairly and in accordance with applicable law.

We will not require customers to surrender their Australian Consumer Law rights in order to receive a voluntary warranty benefit.

Where a genuine product problem is identified, we will work with the customer to provide the appropriate remedy.