Starting a return or exchange
Contact us within 30 days after delivery for a change-of-mind return or exchange. Include your order number, the item and variant, the reason for the request, and whether you prefer a return or exchange. Please wait for our approval and return instructions before sending anything; the mailing address below is not automatically a return destination.
Approved change-of-mind returns
We provide a prepaid label or an equivalent free return method for approved returns and exchanges. We do not charge a restocking fee. We will explain how to package the item and where to send it. Keep a copy of the lodgement receipt or tracking number until the return is resolved. If the requested replacement is unavailable, we will discuss the available resolution with you.
Damaged, incorrect or missing items
If a bottle, hydration pack, reservoir or accessory arrives damaged, differs from the order or is missing, contact us with the order number and a description. Photographs can help us assess visible damage, but contact us even if you cannot provide them. We will assist directly rather than requiring you to deal only with a manufacturer.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss. For a minor failure we will provide a remedy required by law, including a free repair within a reasonable time where appropriate. If a problem is not remedied as required, further rights may apply. These rights are not limited by our voluntary change-of-mind policy or its time limits.
Refund timing
Once an approved refund is ready, we return it to the original payment method within 10 business days, or sooner if the law requires. Your bank or payment provider may need a further 5–10 business days to post it. If it has not appeared after that estimate, contact us with your order number.
Contact
Email support@camelbakgear.com or call +61 2 4959 3421. Mailing address: 28 Blue Gum Road, Jesmond NSW 2299, Australia. Our support hours are Monday to Friday, 9:00 am–5:00 pm, store local time (Australia/Canberra).