Returns & Refunds Policy

We want you to be totally satisfied with our products and services:

There may be times when you will need to return a product purchased either online or from one of our stores. Our Returns Policy is designed to assist you with your return.

We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law.

PARCEL POINT - FREE RETURNS

Free Returns for Online Orders via ParcelPoint or Australia Post under 10kg

 
 

Rays has teamed up with ParcelPoint and Australia Post to offer you free returns for parcels under 10kg at over 6600 locations throughout Australia. This partnership is designed to make your online shopping experience more convenient should there be a need to make a return.

ParcelPoint allows you to return your online order at over 1200 convenient locations with extended trading hours throughout Australia within the ParcelPoint network.

Alternatively, you can lodge your return at one of 4400 Australia Post Outlets throughout Australia via Australia Post eParcel.

Both return methods are free of charge, for parcels under 10kg and include tracking.

Please note that returns through ParcelPoint are for refund only, if you require an item exchange please contact our customer service team on 1800 641 867 for assistance.

BOOK YOUR RETURN

  • Choose either ParcelPoint Free Returns or Post Office Free Returns.
  • Book your return online ensuring you include your 10 digit order number; Example: 0001234567

PACKAGE YOUR RETURN

  • Package your goods making sure that they're under 10kg for Post Office & ParcelPoint returns.
  • Print out and attach the shipping label to your return.

DROP OFF YOUR RETURN

  • Drop off your parcel to any ParcelPoint location (if ParcelPoint selected), or to your nearest post office (if Australia Post selected).

Please note that you must submit your parcel via the chosen method. You cannot submit ParcelPoint returns to Australia Post or vice versa.

What's the Maximum Size for ParcelPoint Returns?

ParcelPoint accepts parcels up to 10kg and 120cm cubic dimensions. You can check the size by adding together the length, width and height of your parcel. Below we have included a handy guide on how to measure your parcel or satchel.

If your parcel is larger than this it may be rejected by the ParcelPoint store. If your parcel is accepted you will be charged a large parcel fee.

 
 

Return Instructions for Online Orders

ParcelPoint returns

Free returns for online order parcels under 10kg

  1. Go to www.parcelpoint.com.au/rays to start your return.
  2. Select the ParcelPoint Free Returns tab. You will need your original online order ID to book your return. Make sure you use the complete 10 digit order ID. Example 0001234567. You can find this number on your order or shipping confirmation email or on your invoice.
  3. Download and print your shipping label. Apply to your package once you have securely packed your items.
  4. Drop off your parcel to any store offering ParcelPoint Returns. Select from hundreds of local stores such as pharmacies, convenience stores and newsagencies to drop off your parcel. The ParcelPoint locations are open weekends and after hours for your convenience.

ParcelPoint Tracking

  1. Go to http://parcelpoint.com.au/track and use the 'ParcelPoint ID' to track your return. You find your ParcelPoint ID on your ParcelPoint returns slip.
  2. Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.
Australia Post returns

Free returns for online order parcels under 10kg

  1. Go to www.parcelpoint.com.au/rays to start your return.
  2. Select the Post Office Free Returns tab to start your return. You will need your original online order ID to book in your return. Make sure you use the complete 10 digit order ID. Example 0001234567. You can find this number on your order or shipping confirmation email or on your invoice.
  3. Download and print your shipping label. Apply to your package once you have securely packed your items.
  4. Drop off your parcel at your nearest Australia Post office.

Australia Post Tracking

  1. Go to http://auspost.com.au/track and use the 'Article Number' to track your return. You find the 'Article Number' on your receipt.
  2. Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.

Returns Over 10kg or 120 Cubic Centimetres - Charges may apply

Please contact our Customer Service team on 1800 641 867 and speak with a consultant. They will arrange the return for you. Please note that you will need your original 10 digit order ID. Example 0001234567. You can find this number on your order or shipping confirmation email or on your invoice.

FAQs

When to return a product:

We offer you a replacement, credit or refund where products have a major failure, such as:

  • When it is faulty
  • If it is wrongly described
  • If it is different from a sample shown to you; or
  • if it does not do what it is described to do.
Where to return a product:

Take your product to the front Service Desk of your nearest Ray's Outdoors Pty Ltd (hereinafter "Rays") store. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer. Find a Rays Store near you for assistance.

What information is needed to complete your return:
  • Show your receipt or other proof of purchase (bank statement). This is not the case for Rewards Members who have scanned their Membership Card at time of purchase.
  • Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
  • Provide us with any extra information we may need to process your return.
With a receipt or for Rewards Members who have scanned their Membership card at time of purchase:
  • For an exchange, credit, refund or repair we ask for your name, telephone number and signature in addition to your receipt.
  • All purchases made on a debit/credit card will be credited back to the original card used, so please have your card with you.
Without a receipt or for Rewards Members who did not scan their Membership card at time of purchase:
  • If you don’t have a receipt, we ask for your photo identification showing your name, address and signature.
  • You can help us determine proof of purchase by providing a bank statement or similar.
How long do you have to claim?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.

Our Store Managers can assist you with further information about the warranty period for the product you return.

Expenses: Any expenses relating to the return of your product to store will normally have to be paid by you. For online purchases, we will pay for return freight for any product assessed as having a major failure.

Assessing your return:

Assessment of your product: We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as:

  • Sound, electrical and motor driven products
  • Compressors/Fridges
  • Power tools; and
  • Customer special orders and store non-stock items (may incur $10.00 fee for exchange or refund)
  • Tents over $400
  • BBQs
  • Kayaks
  • Rods & Reels over $100
Liaise with the manufacturer:

For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you. We offer a refund or replacement if the product is assessed as having a major failure.

Returning online purchases:

In Person: Return online purchases to your nearest Rays store.

By post or courier: Liaise with our Customer Care Centre via our contact form or by telephone on 1800 641 867 (within Australia) between the hours of 06:30 and 17:30 AEST Monday - Friday or 08:00 - 16:30 AEST Saturday - Sunday.

Special procedures for certain products:

Repair Notice:
The repair of your goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Bulky and fuel operated products:
For safety reasons, please contact your nearest local Rays store before returning any bulky or fuel operated products, such as:

  • Kayaks
  • Gas cylinders/BBQs
  • Generators
  • Boats
Exclusions:

In some cases a refund, replacement, or repair may not be offered if you:

  • Substantially modify the product;
  • misuse the product contrary to user instructions or packaging labels; or
  • simply change your mind.
Certain products are excluded under our Returns Policy
unless they are faulty, these include:
  • Tailor made customer orders;
  • storage discs (CD’s and DVD’s);
  • computer or video games;
  • underwear (thermals and swimwear), socks;
  • gift cards, vouchers, and/or credit vouchers.

Your rights under 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 for 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.

Further information

At any time you can discuss our Returns Policy with your local Rays Store Manager.

For your nearest store details visit the store locator or phone 1800 641 867 (within Australia).

Dispute Escalation

If you feel that your rights under Australian Consumer Law or our Returns Policy have not been met, please forward your concerns in writing to:

Product Assurance Officer
Ray's Outdoors Pty Ltd
PO Box 344
STRATHPINE QLD 4500

Your privacy:
We will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth).