Refund policy
Last updated: 3 September 2026
Change of Mind
AllTrek does not offer refunds or exchanges for change of mind, incorrect sizing, incorrect product selection or simply no longer wanting an item.
We recommend checking product descriptions, sizing information and product details carefully before placing your order.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or is significantly different from what was described, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or videos showing the fault or damage
We will assess the issue and, where applicable, provide an appropriate remedy in accordance with your rights under the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us as soon as possible. We will review the issue and arrange an appropriate solution.
Returns
Where a return is approved, we will provide you with instructions on how and where to return the item.
Returned items must be in the condition requested by AllTrek and may need to include their original packaging, tags and other included items.
Customers are responsible for ensuring returned items are packaged securely.
Refunds
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
Once processed by AllTrek, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
Sale & Discounted Items
Sale and discounted items are subject to the same consumer guarantees under Australian law. However, change-of-mind refunds or exchanges are not offered on sale or discounted items unless otherwise stated.
Order Cancellations
Orders may be processed shortly after being placed. If you need to cancel or change an order, contact us as soon as possible.
We cannot guarantee that an order can be cancelled or changed once it has entered processing or been dispatched.
Contact Us
If you believe there is an issue with your order, please contact AllTrek with your order number and details of the issue.
We will review each case and work with you to resolve any eligible issue.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.