Refund policy
At Outback Comms, we're proud of the products we design and manufacture. Every product is built for harsh Australian conditions and backed by our commitment to quality.
Manufacturer's Warranty
All Outback Comms manufactured products include a 12-month warranty from the date of purchase against defects in materials and workmanship.
If a product fails due to a manufacturing fault during the warranty period, Outback Comms will, at its discretion:
- Repair the product
- Replace the product
- Replace any defective components
This warranty is provided in addition to your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under Australian 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
What Isn't Covered
Our warranty does not cover damage caused by:
- Accidents, impacts or misuse
- Incorrect installation or operation
- Unauthorised modifications or repairs
- Neglect or improper maintenance
- Normal wear and tear
- Damage caused by environmental factors beyond normal operating conditions
- Freight damage after delivery (unless reported immediately upon receipt)
The warranty also does not apply to products purchased second-hand, through unauthorised sellers, or where the product has been modified or tampered with after the original sale.
Starlink Hardware
Outback Comms manufactures accessories, power systems and mounting solutions for genuine Starlink hardware.
Where a customer requests modifications to Starlink equipment, any applicable Starlink manufacturer's warranty may no longer apply. We thoroughly inspect and test all Starlink equipment before carrying out any modifications. If damage occurs as a direct result of our workmanship, Outback Comms will repair or replace the affected equipment.
Repairs & Replacement Parts
Where possible, Outback Comms will repair products covered under warranty. If a repair is not practical or cannot be completed within a reasonable timeframe, we may replace the product with the same model or an equivalent product of equal or better specification.
Repairs may include the use of new or professionally refurbished parts that meet our quality standards. Where an identical component is no longer available, we may use a compatible replacement component that provides equivalent performance and functionality.
If a warranty claim is approved, the repaired or replacement product will continue to be covered by the remainder of the original warranty period.
If an issue is found not to be covered by the Australian Consumer Law or our manufacturer's warranty, we will provide you with an estimate for any repair or replacement costs before proceeding with the work.
Warranty Claims
If you believe your product has a warranty issue, please contact our team before returning any items.
Phone: 1300 017 576
Email: sales@outbackcomms.com.au
Our team will assess the issue and provide instructions for repair, replacement or further troubleshooting.
If returned equipment is found to be operating correctly or the issue is determined to be user error, incorrect installation or damage not covered under warranty, a service fee of $65 per hour may apply, together with any return freight costs.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order has been damaged during transit, contains incorrect items or has a manufacturing defect, notify us as soon as possible so we can resolve the issue promptly.
Change of Mind Returns
We understand that sometimes plans change.
We accept change of mind returns within 30 days of purchase, provided the product:
- Has not been installed or used
- Is returned in its original packaging
- Is in new, resalable condition
- Includes all accessories and documentation
The following restocking fees may apply:
- 10% if returned within 48 hours of purchase
- Up to 30% for approved returns after the 48-hour cooling-off period
Return shipping costs for change of mind purchases are the responsibility of the customer.
Refunds
Once your returned goods have been received and inspected, we'll notify you of the outcome.
If approved, refunds will be processed to your original payment method within 10 business days.
Please note that your financial institution may require additional time to process the transaction.
If you haven't received your refund after 15 business days from approval, please contact us at sales@outbackcomms.com.au.
Questions?
If you're unsure whether your issue is covered by warranty or you'd like assistance selecting the right solution, our team is here to help.
📞 1300 017 576
✉️ sales@outbackcomms.com.au