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: September 2026

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 7 days from the date you receive your order to request a return.
To be eligible, your item must be unused, undamaged, and in its original, resalable condition. You'll also need proof of purchase. A 15% restocking fee applies to change-of-mind returns.

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 when it arrives. If your bag is damaged, faulty or different from what you ordered, contact support@voortrekka.com.au as soon as possible. Please include your order number and a photo of the issue.

For issues apparent on arrival, please contact us within 7 days of delivery so we can investigate promptly. This reporting request does not limit your rights under Australian Consumer Law or any applicable warranty. If a fault becomes apparent later, please contact us when you discover it.

How We’ll Help

We’ll assess the issue and arrange the appropriate remedy, which may include a repair, replacement or refund, in accordance with your rights under Australian Consumer Law.

For a faulty bag approved for return:

We cover return postage.
No change-of-mind restocking fee applies.
Any approved refund follows receipt and assessment of the returned bag.

Please contact us before returning anything so we can provide the return instructions and address.

Creasing and Surface Marks

Because The Cape is compressed for shipping, some creasing or light surface marks can occur and normally fade with use. If a mark affects use, persists or concerns you, please send us photos so we can assess it.

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 Cancellations (Before Shipping)

Changed your mind before your pre-order ships? No worries. You can cancel your pre-order anytime before shipping for a full refund, with no restocking fee.

Email support@voortrekka.com.au to request cancellation.

Change-of-Mind Returns After Delivery

If your bag isn’t right for you, please contact us within 7 days of delivery to request a return.

Your bag must be unused, undamaged and in its original, resalable condition, and you’ll need proof of purchase.

For an eligible change-of-mind refund:

You cover the return postage.
A 15% restocking fee is deducted from your refund.

Please contact us before sending anything back. Our team will provide the return address and instructions. We cannot accept unapproved returns.

Once we receive and inspect your returned bag, we’ll let you know whether the refund is approved. Approved refunds are processed in accordance with Section 7: Refunds.

Colour Exchanges

For a straight colour exchange, please follow Section 5: Change of Mind or Colour.

You cover return postage. No restocking fee applies to an eligible straight colour exchange. Exchanges are subject to colour availability, receipt and inspection of the returned bag, and approval.

Warranty & Faults

Faulty, damaged, incorrect or not-as-described items are handled separately from change-of-mind returns. Please refer to Section 2: Damages and Issues.

We’ll assess the issue and arrange the appropriate remedy, which may include a repair, replacement or refund, in accordance with your rights under Australian Consumer Law.

Our change-of-mind return window, condition requirements, restocking fee and return-postage terms do not limit those rights.

5. change of mind or colour

Before Dispatch

Changed your mind or want a different colour? Contact us as soon as possible at support@voortrekka.com.au.

We can help with a cancellation or colour change before dispatch, subject to order status and, for colour changes, availability.

After Dispatch

Once your order has been dispatched, we can no longer intercept the delivery.

If you no longer want the bag or would like a different colour, please wait until it arrives and follow the return or exchange process below.

After Delivery

Please contact us within 7 days of delivery to request a change-of-mind return or colour exchange.

Your bag must be unused, undamaged and in its original, resalable condition, and you’ll need proof of purchase. Colour exchanges are subject to availability.

Change-of-mind returns for a refund

You cover the return postage.
A 15% restocking fee is deducted from your refund.

Straight colour exchanges

You cover the return postage.
No restocking fee applies to an eligible straight colour exchange.

Once we receive and inspect the returned bag, we’ll confirm approval and process any applicable refund or arrange the colour exchange in accordance with our returns policy.

How to Get Started

Email support@voortrekka.com.au before sending anything back. Our team will provide the return address and instructions. We cannot accept unapproved returns.

These change-of-mind conditions do not limit your rights under the Australian Consumer Law. For faulty, damaged or incorrect items, please see the Damages and Issues section of this policy.

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 7-day return policy applies (see above). Our change-of-mind return conditions, including the 7-day timeframe, restocking fee and return postage requirements, do not limit your rights under the Australian Consumer Law.

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. Where a restocking fee applies (see Section 4), it will be deducted before the refund is issued. 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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