Returns Policy

Our customers are our first priority

We value your business and are confident you will be more than satisfied with the quality of your purchase from Emu Tracks. If for any reason you are not completely satisfied with any purchase you make, we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of receipt of goods, providing they are returned in the same condition they were received. If a good portion of the goods are shown to have been used before returning, we may not be able to offer a refund. Emu Tracks is committed to its obligations to consumers under Consumer Law. Each request for an exchange or refund will be dealt with on its merits in accordance with Emu Tracks legal obligations.

Faulty, damaged or incorrect products

If the product is faulty, damaged or not the product you ordered please contact Emu Tracks within 7 days of receipt of your order by email info@emutracks.com.au or telephone 1300 EMU OIL.

Goods damaged in transit

Emu Tracks takes great care in packaging your order. Unfortunately, once the goods have been dispatched from our warehouse, we have no control over how the product is handled or time frames of delivery. On occasion, shipping companies do not apply the same high level of care. If your order is damaged in transit in Australia, you will need to contact us within 7 days of receipt of your order. We may ask you to forward photos of the damaged goods.
If your purchase is damaged in transit overseas you will need to take the item/s purchased and the packaging to your local post office and obtain a ‘Damage Report’ (Indemnity Report). Send us a copy of the ‘Damage Report’ or ‘Order Confirmation’ and any digital photographs showing the extent of damage.

Refunds

Once your returned order is received and checked, we will send a confirmation email to notify you that we have received the item/s. We will also notify you of details relating to a full or partial refund.
Your refund will be processed and a full or partial refund will automatically be applied to your credit card or through your original method of payment.
Please note that a processing fee, applicable freight fees or other external fees may be deducted from the full amount of refund.
You will be advised once your refund has been processed. It may take up to 15 business days for the financial institutions to complete the transaction.
If after 15 business days you have not received your refund, please check with your bank or credit card company.
For any other issues relating to your refund, please contact us at info@emutracks.com.au

Sale items

For any refund on item/s purchased on sale, only the sale value of the goods will apply.

Exchanges

In the event you want to exchange an item, please contact us at info@emutracks.com.au

Shipping Returns

All goods must be returned in the condition in which they were initially received in order to obtain a refund. It is the responsibility of the sender to bear any and all costs associated with returning goods, including freight fees. In the event that Emu Tracks bear any costs or fees associated with returned goods, these fees in part or in whole may be deducted from the full refund value.
It is preferable that all goods are returned by mail to PO Box 1180, Marleston SA 5033. In the event of using a courier, the items should be returned to 18 Commercial Street, Marleston SA 5033.

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