At Wild River, we want you to be confident in the gear you buy from us. If you've changed your mind, received the wrong item, or something isn't working as it should, get in touch and we'll help you through the process.
Faulty or Defective Products
If something isn't working as it should, please contact us and we'll help get it sorted.
Depending on the nature of the issue, your product may be assessed, repaired, replaced or refunded as appropriate.
We may ask for photographs, video or other information to help identify the problem before arranging a return.
Where a product is faulty or otherwise covered by your rights under Australian Consumer Law, our change-of-mind conditions do not apply.
Damaged or Incorrect Deliveries
Please check your order after delivery and contact us as soon as possible if your product arrives damaged, an item is missing, or you've received something different from what you ordered.
Please provide your order number and, where applicable, photographs of the product and packaging.
We'll work with you to arrange the appropriate replacement, return or refund.
Warranty Claims
Many products sold by Wild River are covered by a manufacturer's warranty. Warranty periods and conditions vary depending on the product and manufacturer.
If you experience a problem with something you've purchased from us, contact Wild River first. We'll help assess the issue and, where appropriate, coordinate the warranty process with the manufacturer or Australian distributor.
Manufacturer warranties operate in addition to your rights under Australian Consumer Law.
Backorders
Some products may be available to order while temporarily out of stock.
Where possible, we'll provide an estimated availability or dispatch timeframe. These timeframes are estimates and may change due to supplier availability or circumstances outside our control.
If there is a significant delay with your order, we'll contact you to discuss the available options.
Special Orders
Products specifically sourced or ordered for you that are not normally part of our stocked range may be treated as a Special Order.
Special Orders are not eligible for our voluntary 30-day change-of-mind return policy. Where an item is considered a Special Order, we'll make this clear before you place the order.
This does not affect your rights if there is a fault or other problem with the product.
Order Cancellations
Changed your mind before we've sent your order? Contact us as soon as possible.
If your order has not been dispatched, we'll cancel it and refund the amount paid to your original payment method.
Once an order has been dispatched, it can no longer be cancelled and will need to be handled as a return under this policy.
Special Orders may not be cancellable once we've committed to sourcing the product. We'll make any applicable Special Order conditions clear before you place the order.
Refunds
Approved refunds will be returned to the original payment method used for the purchase.
Once we've processed your refund, your bank, card issuer or payment provider may take additional time to return the funds to your account.
For change-of-mind returns, original shipping and return shipping costs are not refundable.
Where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, we'll handle any applicable return costs and remedies accordingly.
How to Make a Return or Warranty Claim
Before sending anything back, please contact us so we can provide the correct return instructions.
Email: returns@wildriver.com.au
Order Number: Please include your Wild River order number where possible.
For faults or shipping damage, photographs or video showing the issue can help us resolve things more quickly.
Please don't send products directly to a manufacturer or distributor unless we've asked you to do so.