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Returns & Warranty

 

HOW TO RETURN AN ITEM

You can return your unwashed, unworn, brand new Poler Stuff within 30 days from the purchase date. If you would like to return your stuff, please contact poler@primerpacific.com.au with the following information:

  1. Order # (located on your invoice or in your confirmation email)
  2. Items you would like to return
  3. Your preference for a credit or exchange.

Poler will provide you with a returns form. We cannot accept items which are returned without a returns form.

All returns must come in their original condition with all tags, receipts and packaging for inspection upon arrival.

As soon as your returned item(s) has cleared inspection, you will be notified immediately and returned item(s) will be exchanged for an online store credit via a gift card.

We will only accept returns for a full priced item(s). Sale or marked-down items cannot be returned or exchange for refund unless the item is faulty.

For change of mind or incorrect sizing please contact our customer service team for further assistance so we can help you find the best fit. 

If you would like to exchange an item, please return your item(s) for a store credit. Then place a new order with the item(s) you would like, using the store credit. 

Customers will need to cover the cost of the return postage. We recommend sending returns via registered post, as we do not accept responsibility for lost items. 

If you believe you have received a faulty item, please contact our customer service team for assistance. We encourage you to include as many details about the fault as you can, including a picture and your order number. 

Please email Customer Service with details of your inquiry and remember to include your order confirmation number for faster service: poler@primerpacific.com.au 

Poler can only accept returns for items purchased through our website. All other returns should be referred to the retailer from whom your Poler Stuff was purchased.

 

 

WARRANTY

If you believe you have received a faulty item, please contact our customer service team for assistance. We encourage you to include as many details about the fault as you can, including a picture and your order number.

Poler gear & apparel is built with camp vibes, adventuremobiles and excursions in mind. Our Napsacks, Tents, and Bags are fully warrantied with proof of purchase for one year from date of purchase. 

Poler has the discretion to determine the outcome of a warranty claim. Whether the item is repaired, replaced or refunded. Each item will be inspected by a team member and evaluated before a decision is made.

The following will not be covered by a warranty claim:

  • Damage caused by general wear and tear
  • Deterioration due to negligence, misuse or alteration of the item
  • Damage due to exposure to extreme weather or the elements where not recommended for that particular item
  • Water damage for non-waterproof items
  • The natural breakdown of materials over extended time and use
Where a fault is major, (e.g. the item is unsafe, substantially unfit for its normal purpose, can’t be fixed, would take too long or is too difficult to fix) the item will be returned to us and either a refund will be offered or the item will be replaced (where available). Replacement items will be delivered to you at our expense.


Where a fault is minor (e.g. if it is not of acceptable quality but in a minor way) the item will be returned to us and we will either repair, replace or refund the purchase price at our discretion once the item has been inspected.  Examples of a minor fault may be that the item does not match its description or otherwise fails to comply with a consumer guarantee.

We will not accept a warranty claim if you have changed your mind or ordered the wrong product. An item is not faulty if you have misused the item or used the item in a way that was not intended.

The following is the mandatory statement required by the 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 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.

We do not offer warranty support for international orders at this time.