Returns & Refunds

We stand behind the gear we sell. If a product arrives faulty, damaged, incorrect, or doesn't match its description, we'll make it right. This page explains how, and sets out the two pathways: consumer guarantee remedies required by law, and change-of-mind returns we may offer at our discretion.

Under Australian Consumer Law, the products you buy must be of acceptable quality, match their description, and be fit for any purpose we or the packaging made clear. If a product fails to meet one of these consumer guarantees, you're entitled to a remedy — and nothing on this page or at checkout limits those rights.

A problem is a major failure when the product has a problem that would have stopped a reasonable person from buying it had they known — for example, if it is unsafe, substantially doesn't do what it's meant to do, or is significantly different from the description or sample.

For a major failure you choose the remedy: a refund, a replacement, or compensation for reasonably foreseeable loss or damage.

For problems that aren't major failures, we can choose to repair or replace the product within a reasonable time. If we don't repair or replace within a reasonable time, or the attempted remedy fails, you can choose a refund or a replacement.

If a product arrives faulty or damaged, contact us as soon as possible with your order number and, where you can, photos of the issue and the packaging. Damaged-in-transit claims are best made within [damage reporting window — to be confirmed] of delivery so we can work with the carrier. We'll arrange the appropriate remedy — repair, replacement or refund — depending on the problem.

If you receive the wrong product, or a product that doesn't match its description on our website, you're entitled to return it for a refund or replacement under the consumer guarantees. Keep the product unused where practical and contact us to arrange the return.

Proof of purchase is required for returns. Your CompoundHQ order number, tax invoice or the transaction record from your payment provider are all acceptable. Keeping the original packaging makes returns easier, though it's not a legal requirement for consumer guarantee claims.

Change-of-mind returns are offered at our discretion and are separate from your Australian Consumer Law rights. Our change-of-mind arrangements are being finalised — the details below are editable placeholders:

• —Change-of-mind window — [timeframe — to be confirmed] from delivery.
• —Condition — products must be unused and in original packaging with all accessories and documentation.
• —Restocking or handling fees — [fee arrangement — to be confirmed].
• —Method — refund to the original payment method, or exchange, at your preference.

We will never use our change-of-mind policy to limit or exclude a consumer guarantee remedy you're entitled to by law.

For products with a major failure or other consumer guarantee failure, we meet the return costs we're required to by law. For change-of-mind returns, return shipping is [return shipping responsibility — to be confirmed].

Certain items may be excluded from our discretionary change-of-mind returns for hygiene or safety reasons — for example, opened solvents, lubricants, chemicals and other hygiene-sensitive products. These exclusions apply to change-of-mind returns only. They do not affect your rights under Australian Consumer Law.

Firearms, ammunition and other regulated goods require special handling — any return or replacement must comply with the licensing, permit and transfer rules that apply in the relevant State or Territory, and may need to be arranged through appropriately licensed dealers. Don't send regulated items back to us before contacting us: we'll work out the lawful process with you first. See Firearms & Regulated Products.

To start a return:

• —Contact us via the contact form (choose Returns) or at [customer service email — to be confirmed], with your order number.
• —Describe the issue and, where possible, attach photos of the product and packaging.
• —We'll confirm the remedy and send you return instructions and the return address.
• —Once the product is received and assessed, we'll process your refund, replacement or repair and confirm by email.

Questions about a return? Reach us at [email — to be confirmed] or [telephone — to be confirmed], or via the contact form.