Refund & Returns Policy

Last updated: 30 October 2026

We want you to be completely happy with your Fieldwork gear. If something isn't right, this policy explains how returns, refunds and warranty claims work. Fieldwork is an online-only store, so all returns and claims are handled by email at hello@tryfieldwork.com.au.

At a glance

• 30-day money-back guarantee – not happy for any reason? Return it within 30 days of delivery for a refund.
• 12-month warranty against defects – covers faults in materials and workmanship.
• Your consumer rights are always protected – nothing in this policy limits your rights under the Australian Consumer Law.
• Shipping questions – delivery times, costs, lost or delayed parcels are covered in our Shipping Policy.

30-day money-back guarantee

If you change your mind or the product isn't right for you, you can return it within 30 days of delivery for a refund of the product price.

To be eligible:

• You must contact us first at hello@tryfieldwork.com.au before sending anything back. Returns sent without contacting us may not be processed.
• The item must be returned complete, with all parts, accessories and original packaging where possible.
• The item must be free from damage caused by misuse, accident or wear beyond reasonable trial use.

Please note:

• Return shipping is at your cost. Change-of-mind returns must be sent to our returns address in Queensland at your own expense. We recommend a tracked service, as we can't take responsibility for parcels lost in transit back to us.
• Original shipping fees are non-refundable for change-of-mind returns.
• Items returned incomplete or damaged may receive a partial refund, or be returned to you.
• Gift cards are non-refundable.

12-month warranty against defects

All Fieldwork products come with a 12-month warranty against defects, starting from the date of delivery. This warranty covers faults in materials and workmanship under normal use.

The warranty does not cover:

• Normal wear and tear
• Damage caused by misuse, neglect, accidents or improper care
• Products that have been modified or repaired by someone other than us
• Failure to follow the product instructions

How to make a warranty claim

Email hello@tryfieldwork.com.au with your order number, a description of the problem, and clear photos or a short video showing the defect. We'll assess your claim and, if approved, offer a repair, replacement or refund.

We cover the reasonable cost of returning items for approved warranty claims. In many cases we won't need the item back at all. Please don't send anything back until we've confirmed next steps.

Warrantor details

The benefits of this warranty are in addition to other rights and remedies you have under the law in relation to the goods.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, please email us as soon as possible (ideally within 7 days of delivery) with your order number and photos. We'll make it right with a replacement or refund, and we'll cover any return shipping costs.

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.

How to start a return or claim

1. Email us at hello@tryfieldwork.com.au with your order number, the item, and the reason for your return. Include photos if the item is faulty or damaged.
2. Wait for our reply. We'll respond within 2 business days with instructions and our returns address.
3. Pack it securely. Include your order number inside the parcel and send it using a tracked service.
4. Refund or replacement. Once we receive and inspect your return, we'll process your refund or replacement within 5 business days.

Refunds

• Refunds are issued to your original payment method.
• Once processed, please allow 3–10 business days for the funds to appear, depending on your bank or payment provider.
• We'll email you when your refund has been processed.

Exchanges

We don't offer direct exchanges. If you'd like a different product, please return the original item under this policy and place a new order.

Shipping

For anything relating to delivery – shipping times, costs, tracking, lost or delayed parcels, or incorrect delivery addresses – please read our Shipping Policy.

Contact us

Fieldwork is an online-only store and we don't offer phone support. For all returns, refunds and warranty questions, email us at hello@tryfieldwork.com.au and our team will get back to you within 2 business days.