Refund and Returns Policy – ACTIVE OUTDOOR

‌Effective Date: August 28, 2026‌

ACTIVE OUTDOOR SUPPLIES PTY LTD (“we”, “us”, “our”) operates the official outdoor gear e-commerce website www.activeoutdoorsupplies.com, offering a curated range of field-tested, eco-friendly outdoor small accessories including collapsible pet bath buckets, reusable travel cups, foldable camping buckets, portable picnic ware and more for hikers, campers, families and casual adventure lovers across Australia. This policy outlines the formal, non-negotiable terms governing all return and exchange requests submitted by customers who purchase items from our platform. We explicitly state that ‌no standalone full or partial “refund only” requests are approved under any circumstances‌: all valid post-purchase claims will first be processed as product exchanges, replacements, or in-store credit issued for future purchases on our site, with no cash refunds or original payment method refunds provided outside of the extremely limited exceptions explicitly listed in this document. This policy is designed to create a fair, transparent process that protects both our customers and our small business, while ensuring we can continue to deliver high-quality, affordable outdoor accessories for every adventure. By placing an order on our website, you fully acknowledge and agree to all terms laid out in this Refund and Returns Policy.

1. Official Contact Information for Return Inquiries

If you need to submit a post-purchase request, ask clarifying questions about our policy, or follow up on a pending return case, you may reach our dedicated returns support team through the following verified channels:

Legal Entity: ACTIVE OUTDOOR SUPPLIES PTY LTD
Registered Physical Address: 1 Muru Avenue, Winmalee, NSW 2777, Australia
Contact Email: veltra@activeoutdoorsupplies.com
Support Phone: +(61) 422 055 756

All return-related enquiries will receive an official response from our team within 7 business days of submission. We do not accept unannounced in-person drop-offs of returned goods at our registered address, as this location is not a public-facing returns warehouse: all returned items must be shipped back to our designated courier return hub, the address for which will be shared with you once your return application is formally approved.

2. Eligibility Rules for Returned Items

To qualify for a valid return processing, your request must be submitted within 30 calendar days from the date you officially receive your ordered outdoor gear. All items being returned must meet the following criteria:

The product must be in unused, undamaged, resellable original condition, with all original packaging, tags, user manuals and included accessories intact. We cannot process returns for items that have been modified, misused, exposed to extreme outdoor conditions beyond their intended design, or damaged due to improper operation after delivery.
Per our core policy rule, no “refund only” claims will be reviewed for standard eligible returns. For example, if you purchased the Collapsible Plastic Travel Cup with Straw Reusable and Eco Friendly but later find it does not match your personal preference, you may submit a return request to exchange it for another product of equal or higher value (with you covering the price difference for higher tier items), or receive full store credit equivalent to your original purchase amount, but you will not be approved for a cash refund back to your original payment method.
We do not accept return applications for items marked as final sale on our website, custom engraved products, or personalized custom outdoor accessories made specifically for your order.

3. Exceptions for Original Payment Method Refunds

The only scenario where a full or partial refund to your original payment method will be approved is when we confirm that the error originates entirely from our team, with zero user fault. These limited exceptions include:

We shipped you the completely wrong product that does not match any item listed on your order confirmation, for example you paid for the Collapsible Pet Bath Bucket with Non Slip Bottom for Dogs and Cats but received a completely unrelated item not sold on our site.
The product you received has a confirmed manufacturing defect that impairs its core function, which cannot be resolved via a standard product exchange.
Your ordered item was permanently out of stock after full payment was completed, and no suitable replacement product can be arranged to match your order requirements.

Even in these eligible exception cases, we will first offer you the option of an expedited free replacement or bonus store credit before processing a full original payment refund, and only proceed with the refund if you explicitly decline both alternative options.

4. Return Processing Workflow

You must first submit a formal return request via email to veltra@activeoutdoorsupplies.com, attaching your order number, clear photos of the item you wish to return, and a short description explaining the reason for your return application.
Our support team will review your submission within 7 business days, and send you an official approval notification along with the designated return shipping address once your request is confirmed to meet our eligibility rules. Unauthorized returns sent to any address other than the provided return hub will not be processed, and we take no responsibility for lost parcels sent without prior approval.
You are responsible for covering all return shipping fees unless the return is caused by our confirmed error such as wrong item shipment or verified manufacturing defect. We strongly recommend using a trackable courier service for all return parcels, as we cannot process any cases for items lost in transit back to our warehouse.
Once our team receives and completes the quality inspection of your returned item, we will process your requested exchange, store credit or eligible refund within 10 business days. Store credit will be issued directly to your registered user account on www.activeoutdoorsupplies.com and never expires, so you can use it to shop for any of our outdoor gear including our Foldable Car Washing Bucket with Grit Guard for Professional Cleaning, Foldable Kids Travel Cup with Leak Proof Lid BPA Free and Safe, or any new arrival accessories added to our collection later.

We reserve the right to update this policy periodically, and all changes will be posted with a clear 30-day notification on our website homepage. All purchases made after the revised effective date will follow the updated policy terms. If you have any further questions about our return rules, feel free to contact our support team at any time.