We want you to be happy with your gear. If something isn't right, here's how to sort it.
Nothing in this policy limits your rights under the Australian Consumer Law.
Change of mind
You have 30 days from the date you receive your order to return a product if you've changed your mind.
To be accepted, the product must be:
- Unused and in as-new, re-saleable condition
- In its original packaging, with all tags, manuals, accessories and free items included
- Accompanied by proof of purchase (your order number or receipt)
Change of mind returns are at your cost. You pay the return freight, and original delivery charges are not refunded. If your order shipped under a free shipping promotion, the actual delivery cost we incurred will be deducted from your refund.
Faulty, damaged or incorrect items
If a product arrives damaged, is faulty, or isn't what you ordered, contact us before sending anything back. We'll cover return freight and arrange a repair, replacement or refund depending on the fault.
Please report transit damage within 7 days of delivery, with photos of the product and the packaging. This helps us claim against the carrier.
Your consumer guarantees under Australian Consumer Law apply beyond the 30-day change of mind window. If a product fails to be of acceptable quality, isn't fit for purpose, or doesn't match its description, you're entitled to a remedy regardless of how long you've owned it, within reason for the type of product.
Major failure: you choose a refund, replacement or a price reduction. Minor failure: we'll repair the product, or replace it if a repair isn't practical.
What we can't accept for change of mind
- Special order, custom-built and made-to-order items, including custom rigging, boat covers and marine carpet cut to size
- Products that have been used, fitted, installed, spooled, rigged or registered
- Marine safety products with an activated registration, including EPIRBs and PLBs
- Flares, fuel, oils, chemicals, adhesives and other dangerous goods once dispatched
- Bait, burley and any perishable item
- Fishing line that has been cut or spooled onto a reel
- Wetsuits, rashies and other close-fitting apparel where the hygiene seal or tag has been removed
- Gift cards
- Clearance items marked as final sale
These exclusions don't apply where a product is faulty or not as described.
Bulky, dangerous and fuel-operated items
Some products can't go through the standard returns process. This includes outboard motors, batteries, generators, boats, kayaks, anything over 22kg or 105cm, and anything classified as a dangerous good.
Don't post these back. Returns sent without arrangement may be refused or delayed.
How to start a return
- Email info@empirefishingandboating.com with your order number, the item you're returning, and the reason.
- We'll reply with a return authorisation and the address to send to. For faulty items we'll send you a prepaid label.
- Pack the product securely, ideally in its original carton, and include the return authorisation.
- Send it to the address we provide. Keep your tracking number.
Please don't send anything back without a return authorisation. We can't guarantee we'll be able to match unidentified parcels to an order.
Refunds
Once your return arrives, we inspect it to confirm it meets this policy. That usually takes 2 to 3 business days.
Approved refunds go back to your original payment method within 7 days of inspection. Your bank or card provider may take a few more days to show it.
If you paid with a gift card, the refund goes back to a gift card. If you paid part gift card and part card, we refund in the same proportions.
Exchanges
We don't offer direct exchanges. If you want a different product, return the original for a refund and place a new order. That way you're not waiting on stock that might sell out.
Warranties
Many products carry a manufacturer's warranty on top of your consumer guarantees. Warranty periods and terms vary by brand.
For warranty claims outside the returns process above, contact us with your order number and a description of the fault. We'll either handle the claim or point you to the brand's service agent where they assess directly, which is common for outboards, electronics and electric motors.