Return & Refund

We want you to be completely satisfied with your purchase. If you are not, you can return your order for a refund, store credit, or an exchange, subject to the conditions below. We comply fully with the Australian Consumer Law (ACL) to ensure a fair and transparent experience for our customers.

1. Eligibility for Returns

You have the right to return eligible items within 14 days of delivery, as confirmed by tracking.

To qualify for a return:

  • The item must be unused, unwashed, and in its original condition.
  • It must include original packaging, tags, labels, and any accessories.
  • You must request and receive a Return Authorization Number (RAN) before sending anything back.
  • Opened consumables (e.g., bug repellent stickers) and items missing parts or packaging are not eligible.
  • Intimate apparel, safety gear (e.g., harnesses, helmets), and flammable or hazardous goods cannot be returned unless faulty.

We do not accept returns for change of mind on all products. However, if the item is faulty, damaged, or misrepresented, you are entitled to a refund, repair, or replacement under the ACL.

2. How to Initiate a Return

Do not send back any item without prior approval.
To initiate a return:

  1. Email support@folksoutdoors.com (or via our help center) with:
    • Your order number
    • Reason for return
    • Photos, if applicable (e.g., damaged or incorrect item)
  2. Wait for our confirmation and a Return Authorization Number (RAN).
  3. Once approved, you will receive a step-by-step return guide.

 

3. Return Shipping & Costs

  • Customers are responsible for return shipping costs unless the item is defective, incorrect, or not as described.
  • If you return an item for reasons such as change of mind, wrong size, or no longer needed, the return shipping fee and a 10% restocking fee will be deducted from your refund.
  • We recommend using tracked shipping for all returns.
  • Returns sent without approval or to the wrong address will not be processed or refunded.

 

4. Return Address

All approved returns must be sent to our designated warehouse:

Recipient: Liu Changxing
Address: No.2 freight elevator, west side of 3rd floor, upstairs, Yuantong Express,
No. 409, Suxi, Yiwu Town, Zhejiang, 310000, China

Do not send returns to our Hong Kong office or any unapproved address.

 

5. Refund Processing

  • Refunds are processed within 5–7 business days after inspection by our supplier.
  • Refunds are issued to the original payment method only.
  • Depending on your bank, it may take additional time for the refund to appear.
  • Refunds may be granted in full or in part, depending on:
    • Condition of the returned item
    • Timeliness of the return
    • Reason for return

 

6. Exchanges

Exchanges are accepted for incorrect size, color, or variant, provided the item meets return conditions and is available in stock. Exchanges depend on supplier approval.

 

7. Unclaimed Packages & Customs

If a package is returned because it was not collected, the re-shipping cost is the customer’s responsibility.
Customers are also responsible for customs duties and taxes. Orders cannot be canceled or returned to sender without prior approval.

 

8. Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect:

  • Contact us immediately at support@folksoutdoors.com
  • Include photos and a description of the issue
  • We will coordinate with the supplier to arrange a replacement, repair, or refund

 

9. Policy Updates

FolksOutdoors.com reserves the right to update this policy at any time to reflect changes in supplier processes, legal requirements, or operational needs.
The most recent version will always be available on our website.

 

10. Legal Compliance

This policy is governed by the Australian Consumer Law. Your statutory rights are not affected.

Last updated: 14 October 2025