RETURNS & WARRANTY POLICY

All goods must be returned within 14 days with your receipt, items must be in a unused/unopened/unworn condition including no unpleasant odours with the original packaging/boxes and labels attached. Any footwear returned to us must be in original condition, including boxes and footbeds. Refunds and exchanges are not permitted after the 14 day period. Items returned that were purchased in-store on either sale or discount will be given a store gift voucher for the value of the item. This voucher will be valid for 5 years from date of issue. If you wish to return an item bought as part of a multi-buy promotion (e.g. 3 for 2, Buy One Get One Free, Buy One Get One Half Price etc.), all items purchased as part of that promotion must be returned. Refunds and Exchanges are not permitted after the 14 day period.

Electrical items or items in sealed boxes such as Headtorches, socks, camping equipment etc cannot be returned if the packaging is opened. These items will be inspected.

For hygiene reasons sleeping bags, socks, swimwear and underwear must be unopened from original factory fold/packaging. These items returned out of their original fold/packaging will be rejected.

If you return a tent stating it is brand new and unused, and we open it to find it has clearly been used, it will be returned to you immediately and a refund will not be processed. A tent that is unpacked from its original factory fold or has been pitched is no longer considered to be in perfect re-saleable condition. These products cannot be returned.

Nothing in these conditions affects your statutory rights as a consumer.

If you are returning goods which you have decided you do not want (cooling off period), under the distance trading regulations you have 14 calendar days in which you can change your mind and cancel your contract with us. This 14 days begins from the day your receive your goods. Please let us know as soon as you decide that you have changed your mind. You must return the goods within 14 days and they should be returned in an unused condition in their original packaging. Any footwear returned to us must be in original condition, including boxes and footbeds.

Returns for this reason will be at your own cost. If you require help, we can arrange for a courier collection at your own cost, Our Arranged Courier Costs 1kg to 30Kg = €14.50 +23% Vat = total €17.84 per box. 30Kg + must be returned on a pallet and the cost of this service is €50.00 + 23% Vat = Total €61.50 please send an email with your order number to services@outbackjacks.ie and we will issue you with a returns number. The returns number should be clearly displayed on the item for return. No returns will be accepted without this number. In general, proof of posting should be obtained and produced as evidence of despatch in the event of goods being lost in transit. All applicable refunds of returned goods will be processed within 14 days from the date of product return.

Electrical items or items in sealed boxes such as Headtorches, socks, camping equipment etc cannot be returned if the packaging is opened. These items will be inspected.

For hygiene reasons sleeping bags, socks, swimwear and underwear must be unopened from original factory fold/packaging. These items returned out of their original fold/packaging will be rejected.

Refunds will not be issued until we have received the product in its original or delivered state, and in an unused condition. Please note - any delivery charges will not be refunded Goods must be returned: Within 14 days of receipt. In an unused/unworn condition including no unpleasant odours. With the original packaging/boxes/labels attached. Refunds are made onto the same card/method used for purchase. Loyalty points earned from the purchase will be deducted. Delivery charges will not be refunded to you.

A tent that is unpacked from its original factory fold or has been pitched is no longer considered to be in perfect re-saleable condition. These products cannot be returned. If you return your tent stating it is brand new and unused, and we open it to find it has clearly been used, it will be photographed and returned to you immediately and a refund will not be processed.

Nothing in these conditions affects your statutory rights as a consumer.

If you wish to return any item due to it being faulty, please send an email to services@outbackjacks.ie stating details including images of the fault and send it back to us together with the item in its original packaging, where possible, within 14 days. On inspection and agreement of faulty returned items, we will exchange the item, repair or refund the full cost including any delivery charges incurred where appropriate.If you are in any doubt, please contact our customer service department. We are here to help you. We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise. If you are unhappy due to a perceived technical product fault or misdescribed product, please contact us to arrange a return. Outback Jacks reserve the right to take a reasonable amount of time to make a decision and inspection on the product. In certain cases like Tents/Awnings & Waterproof/Breathable fabric products, the product may also be reviewed by the third party operations team. Please allow a considered amount of time for us to inspect the item. Customers will be offered in this order: repair, replacement or refund. Tent & Awnings please see below - Tent & Awning Policy

Any refunds will be issued once we have received the goods in their original condition and with the original receipt. This refund includes the total cost of goods sent only, NOT the delivery charge unless the item has passed inspection that there is a fault. Until you return items to us you are responsible for their safe keeping. We do not accept liability for returned packages damaged in transit back to us. It is your responsibility to wrap products adequately to prevent damage, and to obtain a proof of postage certificate. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused. Due to reasons of hygiene, we are unable to exchange socks, underwear, whistles, sleeping bags, towels etc. Please allow up to 14 working days for the refund to process.

Items must be returned within 14 working days from the date of delivery. Returns received outside this timeframe may be accepted at the discretion of Outback Jacks, and, depending on the circumstances, may not be refunded or only be refunded as a store credit.

If you have received an incorrect item in your order, you must contact Customer Support immediately services@outbackjacks.ie

With large orders, items may be dispatched separately, and subsequently, arrive separately. Please take note of those items featured in your dispatch confirmation e-mail. However, if something is missing, contact Customer Support immediately.

Gift vouchers are valid for 5 years from date of issue. Please note that no returns are permitted on gift vouchers. Gift Vouchers should be treated like cash. If a voucher is lost, stolen etc. it will not be replaced under any circumstances. No cash can be returned in exchange for a gift voucher.

Cancellation of an order is only possible prior to the item(s) being dispatched. If you wish to cancel your order before it has been dispatched please telephone 091-761841. As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched. If your order has been dispatched you may return the items to us in accordance with our Returns Policy. However you will remain liable for the paid outgoing carriage costs. We want you to be entirely satisfied with every purchase made from Outback Jacks and strive to offer you excellent quality, value and service at all times.

Tent & Awning Warranty Policy

At Outback Jacks, we strive to ensure that your camping experience is enjoyable and that your tent or awning performs as expected. Our warranty process is designed to resolve any genuine manufacturing defects efficiently, with a clear understanding of the steps involved.

Warranty Claims & Inspection Process

All tent and awning warranty claims must undergo a thorough inspection by trained, qualified personnel. If we do not identify a manufacturing fault or defect, your product may be sent to the manufacturer for a professional inspection to determine the cause of the issue.

We work closely with our manufacturers to handle all warranty claims and repairs. If you believe your product has a manufacturing defect, please contact us as soon as possible, and we will guide you on the next steps.

If you suspect your tent or awning is leaking, we first need to rule out condensation as a potential cause. Please review our Tent Care Guide on condensation before proceeding with a return.

Submitting Your Warranty Claim

Please provide a detailed description of the issue or fault via email to services@outbackjacks.ie. The more information you can provide, the quicker and more accurately we can address the problem.

Please include any images and videos to help us understand the issue.

Please bear in mind that due to seasonal demand and third-party courier services, there may be a delay in organizing collections. After the inspection, please allow time for the product to be returned to us.

Inspection & Repair Costs

If, after professional inspection, it is determined that the issue is not a manufacturing defect or is due to normal wear and tear, you will be responsible for any repair costs and all related carriage charges.

Product Condition for Inspection

Please ensure that your product is clean, dry, and packed in its proper bag when returning it for inspection. We cannot accept tents or awnings that are wet, excessively dirty, or have mould growth due to Health & Safety concerns. Any items that do not meet these conditions will be returned without inspection. Failure to comply with this may void your warranty due to mistreatment of the product.

Special Note on Tents & Awnings Over 30kg

Tents and awnings over 30kg must be returned on a pallet for inspection. Please ensure that your product is properly packed, as we will not accept products that are not in suitable condition for inspection.

Warranty Coverage

This warranty covers the functional performance of the product when used according to its intended purpose. However, it does not cover malfunctions resulting from:

• Improper or unreasonable use e.g. left abandoned in a storm or pitched for a long duration, not following manufacturing instructions.
• Lack of proper maintenance
• Accidents or misuse
• Excessive weather conditions (e.g., high winds, heavy rain, camping during weather warnings)
• Improper repacking
• Natural degradation due to UV exposure

Common Damage Not Covered Under Warranty

The following damage is considered not covered under warranty and is typically treated as "fair wear and tear":

• General wear and tear from extended use
• Fabric damage caused by excessive wear
• UV degradation
• Water ingress from UV degradation
• Water ingress through seams due to abrasion or seam sealant wear
• Broken zips caused by forcing or improper use
• Over-tensioned seams coming apart
• Buckles subjected to undue force or abrasion
• Damaged carry bags from overloading, misuse, or using the bag for other items
• Pole breakages/beam punctures (deemed fair wear and tear, this is a minor component that can be repaired. No refunds given)
• Broken guylines, these break due to storm damage or UV degradation.
• Collateral damage from pole breakages/beam punctures
• Condensation, generally caused by insufficient ventilation
• Use in rental companies, outdoor centers, or other commercial or non-profit organizations

Inspection and Final Decision

In any warranty claim situation, the manufacturing brand reserves the right to inspect the product for a manufacturing fault or defect. They will advise on the outcome once the inspection is complete.

For further questions or if you need guidance on any aspect of your warranty claim, please contact us at services@outbackjacks.ie.

Online Returns Policy

We want you to be completely satisfied with your purchase. If you change your mind, you are entitled to return the goods within 14 calendar days under the Distance Selling Regulations. This 14-day period begins the day after you receive your order.

Tents & Awnings: Items such as tents and awnings that have been removed from their original fold or pitched are no longer in perfect, resellable condition. These products cannot be returned.

How to Return an Item

1. Notify Us: As soon as you decide to return your purchase, please contact us at services@outbackjacks.ie to request a return number. Include your order number in the email.
2. Returns Number: A return number will be issued and must be clearly displayed on the return package. Returns will not be accepted without this number.
3. Condition of Goods: To be eligible for a refund, the item must be:
   • Unused and unopened
   • In its original factory packaging (including any tags, boxes, and labels)
   • Free from any odors, stains, or signs of use
4. Return Costs: You are responsible for the cost of returning the item. If you need assistance, we can arrange for a courier collection at your expense:
   • For items weighing up to 30kg: €12.30 per box (including 23% VAT)
   • For items over 30kg: Returns must be made via pallet and cost €86.10 (including 23% VAT)
5. Please email us for a courier arrangement if needed.

Important Notes:

• Tents & Awnings: Items such as tents and awnings that have been removed from their original fold or pitched are no longer in perfect, resellable condition. These products cannot be returned. If a tent is returned as unused and we find it has been used, we will return it to you without issuing a refund.
• Proof of Posting: We recommend obtaining proof of postage when returning goods, as we cannot be responsible for lost items in transit.
• Refunds: Refunds will be processed within 14 days of receiving the returned product. The refund will be made to the original payment method used. Please note that delivery charges are non-refundable, and loyalty points earned from the purchase will be deducted from the refund amount.

Conditions for Return:

• Return within 14 days of receipt
• Item must be in unused, unworn, and undamaged condition, including no unpleasant odors
• Return with original packaging, labels, and boxes

We appreciate your understanding and cooperation in ensuring your returns are processed smoothly.