Refund Policy

Refund and Return Policy

Our refund and return policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund or return within a certain timeframe and if you meet the following criteria.

Title

Last updated: Dec 2025

1. General

2. Damages and Issues

3. Exchanges

4. Returns

5. Change of mind

6. Australian Consumer Law

7. Refunds

1. general

We stand by the gear we make — but if something’s not right, we’ll make it right.

You’ve got 30 days from the date you receive your order to request a return.

To be eligible, your item must be unused, in original condition, and returned with all tags and packaging intact. You’ll also need proof of purchase.

How to Start a Return:

Email us at support@voortrekka.com.au to kick things off. We’ll provide the return address and simple instructions to help get your gear back to us.
Please don’t send anything without contacting us first — we can’t accept unapproved returns.

Return shipping costs are the customer’s responsibility unless the item is faulty.

You can always contact us for any return question at support@voortrekka.com.au.

2. damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Our Guarantee

We stand by the quality of every Voortrekka bag - and if something isn’t right, we’ll make it right. If your bag arrives genuinely damaged or with a manufacturing fault, contact us at support@voortrekka.com.au within 7 days of receiving it. Please include a photo of the issue and your order number - and we’ll sort it fast, whether that means a replacement, repair, or refund.

Because of the heavy-duty liner and the way The Cape is compressed for shipping, some creasing or light surface marks can be expected on arrival. These are normal, fade with use, and don’t affect performance or durability.

We’re not here to make it hard - we’re here to build a brand you can trust.

3. exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

4. returns

We want you to love your gear — and we stand by what we make.

Pre-Order Returns (Before Shipping)

Changed your mind before your bag ships? No worries. You can cancel your pre-order anytime for a full refund. Just send us an email at support@voortrekka.com.au and we’ll sort it out, no stress.

Returns After Delivery

If you’re not happy with your bag once it arrives, you can return it within 30 days of receiving it - unused and in original condition - for a full refund. You’ll just need to cover return shipping. We’ll process your refund as soon as we receive the item back.

Warranty & Faults

If there’s a manufacturing fault, we’ll repair or replace it - simple as that. We’re building gear to last, and we’ll stand by that promise.

5. change of mind or colour

Absolutely - Before delivery is best (subject to availability).

After delivery? - As long as your bag hasn’t been used and is still in its original condition, we’re happy to exchange it for a different colour (subject to availability). Just get in touch within 30 days of receiving your order, and we’ll walk you through the process.

You’ll just need to cover return shipping, and we’ll handle the rest.

6. australian consumer law

Under Australian Consumer Law, you're entitled to a refund or replacement if a product is faulty, not as described, or doesn’t do what it’s supposed to. If you change your mind, our standard 30-day return policy applies (see above).

7. refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@voortrekka.com.au.

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