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Currency

All transactions are processed in AUD.

Shipping and Delivery Policy

After payment is cleared your item will be dispatched within one business day. (Usually same day dispatch) Most parcels will arrive within 3 days, however please allow 5-8 business days. Your item will be sent via Australia Post or via a courier depending on its size and weight. (Australia Post does not accept items over 22kg).

Deliveries are Monday to Friday. Where goods are sent through Australia Post the buyer may receive the parcel by Australia Post delivery driver or may receive a card in their letterbox letting them know their item is available for collection from their local post office. A signature is required when the item is collected.

Tracking your parcel
All buyers who provide a valid email address with their order will be able to trace their delivery online with a unique tracking number.

A re-delivery fee will be charge to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery.

When ordering large items be aware Post Office boxes will not receive items heavier than 22kg or longer than 1 metre.

It is the full responsibility of buyers to provide us with the correct delivery address and mobile phone number on the check-out page before payment. If you need to change the address or contact number please send us a message letting us know immediately so this can be rectified prior to us posting.

If you live in a remote area, we are unable to guarantee door to door delivery for every customer. There are occasions where you may need to pick up from your nearest freight depot or post office.

Customer Service Policy

ABOUT US:

Escaping Outdoors is a 100% Australian owned business which has been established for over 14 years.

We offer discounted premium brand products to support you when you head on your grand adventure! There’s a reason we have a loyal base of over 250,000 customers. We only sell high-quality durable and safe products, and ship from our Kirra/Coolangatta warehouse within one business day.

We sell a large range of water pumps in our store and we are members of the Pump Industry of Australia.

All our products come with an "Australian warranty" and we will provide you a personalised service from selection to delivery, set -up and spare parts (just in case!)

Our friendly staff can provide you with guidance and essential information so you can compare products quickly and easily.

TERMS AND CONDITIONS:

Products sold by Escaping Outdoors are not intended for use where fail-safe operation is required.

As with any electronic or mechanical product such as a water pump, there is always a small chance of a technical issue. A repair or replacement or technical advice may be required. Technical advice may be required to determine if the failure is due to incorrect set-up or use or if it is a manufacturing fault. Occasionally, a product may require replacing or require a new part.

If this happening would be an issue for you as the time to rectify the failure could in any way inconvenience you, your business, or employee or could financially affect the user, business or employee then the product is not suitable for your requirements. If you are unsure of the best product to meet your requirements please contact us here. We are happy to help!

Exchange, Returns, and Refunds Policy

RETURNS:

We cheerfully refund your money in full or exchange the item if you are not completely satisfied with your purchase and return the item in the original packaging to us within 7 days of receipt.
Prior to returning any item, please contact our Customer Service Department on 0412 150 120 so we may assist you with the return process. Together we will be able to sort things out!
Returns are accepted in line with our warranty conditions.
Escaping Outdoors may request photos of the item or your set-up (pump sales) to assist in the return process. When a return is authorised it is the responsibility of the buyer to ensure the product is packaged securely to prevent any damage during the return process.
Once your item is received our returns department should take no longer than 2 business days from the date the item is received to provide an outcome. Times may vary if the warranty is through an outside source.

WARRANTY:

We stand by all our products with a no-fuss, fair dinkum 12 month warranty from date of purchase for all products used for private household use. The use of products for commercial use qualifies the purchaser to a 3 month warranty period.

Australian Consumer Law governs guarantees under warranty.
If you have a major failure you are entitled to a replacement or refund or if it isn’t a major failure you are entitled to have the goods repaired or replaced.

Escaping Outdoors warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster or other external causes.

The Escaping Outdoors warranty is considered void if the item has been modified altered or tampered with by a person not authorised by Escaping Outdoors to do so.

Until the nature of any fault is determined, the resolution Escaping Outdoors can offer may vary. Where necessary the item may need to be returned to Escaping Outdoors Warranty Department to determine the fault/problem.

If it is determined through a phone conversation there is a major fault the customer may choose between a full refund via the original payment method or receiving a replacement.

Security

When purchasing your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact us .