Returns & Exchanges
If you receive your order and it wasn't what you had in mind, you can now make an easy return! Get started in our Returns Request Portal.
HOW RETURNS WORK:
Complete your return request in our portal and select one of the return options:
- Credit: You will cover the cost of returning your original item to us. You receive a bonus of $20 credit to redeem when you shop now, and we will also provide complimentary shipping of your exchange back to you.
- Exchange: You will cover the cost of returning your original item to us. We will provide complimentary shipping of your exchange back to you. You can choose either an Instant Exchange or Standard Exchange:
>> Instant Exchange: customers can use their card to have their exchange processed instantly.
>> Standard Exchange: exchange order will be processed once in transit back to BlackWolf HQ.
- For returns to the original form of payment, a $20 handling fee is deducted from the refund total. You will also cover the cost of returning your original item to us.
A FEW NOTES FROM US
We are honest and upfront with our customers, so here are a few things to note:
- Clearance items from the BlackWolf Outlet can only be returned if they qualify under Warranty. Please complete this claim using our Warranty Claim request form.
- Shipping costs involved with sending your original item back to us as part of the return are not covered by BlackWolf. The shipping costs to send your new, exchanged item will be complimentary.
- Any free promotional items should also be returned with your order if it no longer meets the original offer.
All items returned must be returned in the original condition with tags attached (unless faulty) and in the original packaging. When returning products they must be in the original packaging and packed inside a satchel, box or the original carton they arrived in. Do not attach anything to the outside of the original packaging except where the product has been shipped in a brown-coloured outer carton. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not accept your return.
The following items cannot be returned to us if you change your mind, if the sizing is incorrect or if you feel that the product does not meet your expectations. However, if a product fails to meet a Consumer Guarantee under Australian Consumer Law, then this exclusion will not apply to a Product that fails to meet one or more Consumer Guarantees. Items include sleeping bags, mats, pillows, hydration tanks, hydration replacement parts, and clearance items.
Please note that any warranty claims will not be processed through our returns portal. Please complete our Warranty Claim Request.
All flash sales and clearance items are final sales and no returns or exchanges are accepted. We can only accept returns that are in resellable condition. Depending on your bank, the refund can take 2-5 business days to clear back into your account. We offer size or product exchanges. Product exchanges allow the customer to shop via the website and make an additional payment for items. Discount codes cannot be applied to product exchanges. Any bonus credit is non-refundable, non-transferrable & must be used on the same exchange order. If the item/s from an Instant Exchange is not received within 20 days, the full amount is charged to the card. Exchange requests that are out of stock will be issued as an online credit. Online credits are valid for 3 years from the date of issue, cannot be extended and are non-refundable. Original shipping costs are non-refundable. Any redeemed rewards points are not added back to your account when making a return or exchange. Your refund will go back to the original method of payment used to make the purchase. We usually process returns quickly, but just in case, please allow up to 14 business days from when we receive the items for your account to be refunded. We reserve the right to adjust or cancel returns if original items are not received in new condition.
All clearance and flash sale items are final sale, and orders cannot be cancelled after they have been placed. In the rare event you do wish to cancel an order for a clearance/ flash sale item, we will only offer a store credit to our site, blackwolf.com.au, as reimbursement.
You can read our full terms and conditions for more details.