Refunds and Cancellations
We offer a 14-day return policy, allowing you to request a return within 14 days of receiving your order.
Returns are only accepted for items purchased directly from our online store or in person. Purchases made through other retailers must be returned via the original place of purchase.
Cancellations or returns, whether before or after fulfilment, will incur a 5% processing fee to cover non-refundable payment processing costs.
If you choose to receive your refund as store credit instead of a monetary refund, the 5% processing fee will be waived.
To initiate a return, please contact us at info@backontrackproducts.com.au for authorisation.
Once approved, items must be returned to PO BOX 88, Timboon VIC 3268 in as-new condition. Return postage is the responsibility of the customer, and original shipping charges are non-refundable.
If an order qualified for free shipping and an item is returned for a refund, a shipping fee will be deducted from the refund amount for that item. This does not apply to exchanges.
Refunds will be processed to the original payment method and may take 5–10 business days to appear in your account.
For hygiene reasons, underwear cannot be returned or exchanged.
Exchanges
To request an exchange, please email info@backontrackproducts.com.au for authorisation.
Once approved, return the item(s) to: PO BOX 88, Timboon, VIC 3268
Please include a prepaid satchel inside your return parcel so we can send the replacement item(s) back to you. Shipping costs associated with exchanges are the responsibility of the customer.
All returned items must be in resaleable condition. Items returned in a used, soiled, or unsatisfactory state may result in the exchange being refused.
Please note: Items returned with pet hair may incur a 5% restocking fee.