Refund policy

This Return Policy applies to purchases made through this website, which is operated by Sea to Summit Pty Ltd (ACN 053 533 921), the independent authorised distributor of Jetboil products in Australia (we, us, our). Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or modifies those rights. If your Product is faulty or not as described, please refer to our Warranty Policy. To assess, process or resolve a return, exchange or claim, we may send returned Products to, and share relevant details of your purchase and return (including your name, contact details and proof of purchase) with, Jetboil, the manufacturer of Jetboil products, or its related entities, which may be located outside Australia, including in the United States. We handle your personal information in accordance with our Privacy Policy.

1. CHANGE OF MIND

If you change your mind about your purchase, you may return it for a refund of the purchase price of the Product provided that:

  • the Product is returned to us using a trackable method, at your expense, and received by us within 30 days after an order has been delivered to you;
  • the Product is returned in original, as new condition in undamaged packaging with tags still attached;
  • the Product is accompanied by the original proof of purchase;
  • the Product is not a clearance or sale item; and
  • it is not an excluded item.

We cannot provide a change of mind refund if the above terms are not met, including if you:

  • do not have proof of purchase from this website; or
  • the Product/s have been used, tested, fired or connected to a fuel source, the goods have been damaged after you received them, or you have not returned the Product with all its original packaging with tags, stickers and labels still attached.

Please note that if your Product is eligible for a refund (see above), then you will receive a refund of the purchase price of the Product returned. We will not refund the shipping/delivery fee that you paid or the fees you incurred in returning the Product back to us (i.e. postage costs).

Refunds will be made to the original method of payment. If you paid for your transaction via PayPal, the refund will be handled by PayPal. Please allow up to 14 days for your return to be processed and refund arranged.

2. HOW TO SUBMIT A RETURN FOR A REFUND

To enable us to process your refund, complete your return by following the steps on our Returns Portal. If you are unable to access the Returns Portal, please contact us.

3. EXCLUDED ITEMS

The following items cannot be returned to us if you change your mind, or if you feel that the product does not meet your expectations.

  • Fuel canisters
  • Spare parts
  • Gift cards
  • Clearance/Outlet Items

However, if a product fails to meet a Consumer Guarantee (refer to our Warranty Policy) then this exclusion will not apply to a Product that fails to meet one or more Consumer Guarantees.

We recognise that the option to return items for a change of mind is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, we may refuse to accept items returned for change of mind reasons if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals. This does not affect your rights under the Australian Consumer Law.

4. PRODUCT EXCHANGE

We do not offer exchanges for change of mind. If you purchased your Product through our website and wish to exchange it for a different product, you will need to return your purchase and complete the return process.

If you were sent the incorrect product, please contact our Customer Service Team info@jetboil.com.au and we will arrange for your item to be collected free of charge. Once we receive it, we will, at your choice, send you the Product you ordered or refund the purchase price and any delivery fee you paid.