Returns

In-Store Return Policy

All items returned must be returned in the original condition with tags attached (unless faulty) and in the original packaging. If you change your mind, you can return most products within 30 days provided the following conditions are satisfied:

 

• - Proof of purchase must accompany the product being returned. You will need to provide an original receipt or online tax invoice which includes reference to the item you are returning; and
• - The product must be unwashed and unworn with the original tags attached and in resalable condition (it must not have been damaged or altered in any way by you).

 

We do not accept the return of products under our change-of-mind policy that are:

 

• - Included in our clearance range;
• - “Considered a hygiene risk including sleeping bags, mattresses, underlayers, water bottles”

 

For change-of-mind returns we will choose whether you are given a refund, store credit or an exchange for the same item or for an alternate item (which we consider to be of equivalent type or value).

 

Online purchases may be returned to any Escape 2 store with the original receipt or proof of purchase.

 

Consumer Guarantee

You have statutory rights under the Australian Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free repair of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use.

 

Further information about the consumer guarantees is provided here:

 

https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees (which includes details about the consumer guarantees)

 

and here:

 

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#repairs (which includes details about your rights where a consumer guarantee is not met)

 

To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item.

 

Warranty Claims

If you've bought some items from us and you think they're faulty, you can make a warranty claim with us using our Warranty Claim Request.

If you made your purchase with one of our retailers, it's best to visit them first in-store and they'll be able to help you out!