Returns and Exchanges
At Dune Drifter, we strive to ensure your complete satisfaction with every purchase you make from us. We understand that sometimes you may need to return or exchange an item, and we want to make that process as seamless as possible. Please read our returns policy carefully to understand the guidelines and procedures for returning or exchanging a product.
Returns for Faulty Items
If you receive a faulty or defective item, we sincerely apologise for the inconvenience caused. In such cases, we are happy to accept returns and provide a full refund or exchange. Please follow these steps to initiate a return:
1. Contact our customer support team within 5 days of receiving the product to report the issue. You can reach us via support@dunedrifter.com.au, and our friendly team will guide you through the process.
2. Provide relevant details about the faulty item, including your order number, a description of the defect, and any supporting evidence (e.g., photographs).
3. Once we review your request, we will provide you with a return label and detailed instructions on how to return the item.
4. Pack the item securely in its original packaging and include all original packaging.
5. Ship the item back to us. Please note that the shipping cost for returning a faulty item will be covered by Dune Drifter.
6. After receiving the returned item, we will inspect it to verify the reported defect. If the defect is confirmed, we will proceed with a full refund or exchange, as per your preference.
Refunds will be issued to the original payment method used for the purchase within 5 business days. Please note that it may take additional time for the refund to reflect in your account, depending on your banking institution.
Exchanges for Incorrect Size or Wrong Choice
If you need to exchange an item due to choosing the wrong size or making an incorrect choice, we are happy to assist you. Please follow these steps to initiate an exchange:
1. Contact our customer support team within 5 days of receiving the product to request an exchange. You can reach us via support@dunedrifter.com.au, and our team will guide you through the process.
2. Provide relevant details about the item you wish to exchange, including your order number and the specific product details.
3. Our team will guide you through the exchange process and help you identify the correct size or alternative item, if applicable.
4. Pack the item securely in its original packaging and include all accessories, manuals, and tags.
5. Ship the item back to us. Please note that the shipping cost for returning the item will be covered by you, the customer.
6. Once we receive the item, we will inspect it to ensure it is in unused and resalable condition.
7. We will process the exchange and ship the new item to you. Please note that any price differences between the exchanged items may need to be settled before shipping the replacement.
General Guidelines
- All returned items must be in their original condition and packaging, with all tags, accessories, and manuals included.
- We reserve the right to refuse returns or exchanges if the item is not returned in its original condition or if it is damaged due to misuse or negligence.
- Please note that certain items, such as perishable goods, personalized items, and digital downloads, may not be eligible for return or exchange. Please refer to the product description for specific details.
- If you have any questions or concerns about our returns policy, please contact our customer support team for assistance.
We hope this returns policy provides clarity on the process for returning or exchanging items purchased from Dune Drifter. We value your satisfaction and will do our best to ensure a smooth and hassle-free experience.