Refund policy
At Look Up Gear, we stand behind the gear we supply. If something’s not right, we’ll work with you to sort it quickly and fairly.
Change of Mind Returns
For your safety, and the safety of all of our customers, we cannot accept Change of Mind returns on any safety products. We also do not accept Change of Mind returns for ropes cut to custom lengths.
For everything else, we accept Change of Mind returns within 14 days of delivery, provided that:
- the item is unused
- the item is in original packaging
- the item is in resellable condition
- proof of purchase is provided
- the item is not a special order
Return shipping costs are the responsibility of the customer.
Once received and inspected, we’ll issue a refund or store credit.
We reserve the right to refuse returns that don’t meet these conditions.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
Provide:
- your order number
- a description of the issue
- photos
We’ll assess the issue and arrange a suitable outcome, which may include:
- replacement
- repair
- refund
in line with Australian Consumer Law.
Warranty Claims
Many products come with a manufacturer’s warranty.
Where applicable:
- warranty claims may require inspection
- final approval may sit with the manufacturer or supplier
We’ll assist in managing the process and keep things moving.
Australian Consumer Law
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 to 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.
Return Process
To start a return, contact us at:
📧 returns@lookupgear.com.au
We’ll provide instructions on how to return your item.
Do not send items back without contacting us first.
Shipping Costs for Returns
- Change of mind: customer covers return shipping
- Faulty or incorrect items: we’ll cover reasonable return shipping costs
Original shipping costs are non-refundable unless required under Australian Consumer Law.
Inspection & Processing
All returned items are inspected on arrival.
Once approved:
- refunds are processed to the original payment method
- processing times may vary depending on your payment provider
Need A Hand?
If you’re unsure about sizing, compatibility, or the right gear before purchasing, get in touch. We’re here to help you get it right the first time.