Returns Policy

Returns and Warranty

At On The Horizon we build gear for real Australian conditions, and we stand behind it. If something is not right, contact us and we will sort it out.

Contact: admin@onthehorizon.com.au

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Our warranty

We handle warranty claims here in Australia. You deal with us here in Australia.

Rooftop tents are covered for 24 months from delivery. Awnings, racks and accessories are covered for 12 months from delivery. Apparel is covered for 12 months from delivery.

This warranty covers manufacturing faults and defects in materials or workmanship, and sits on top of your Australian Consumer Law rights rather than replacing them.

The warranty does not cover damage from misuse, incorrect installation or neglect. It does not cover damage caused by driving with the tent open or by exceeding stated load ratings. It does not cover storm, wind or impact damage, normal wear, fading from UV exposure, or general ageing of canvas. Modifications made after purchase are not covered.

Faulty or damaged goods

Contact us at admin@onthehorizon.com.au with your order number, a description of the problem and photographs.

If your item arrived damaged in transit, tell us as soon as you can so we can lodge a claim with the carrier while the evidence is fresh.

Damaged or faulty items must be sent back to us so we can inspect them. Once we have looked at it, if the fault is ours we will put it right. If it is not, the cost stays with the buyer.

Depending on the fault we will repair, replace or refund. Where a product is faulty we cover return freight.

Change of mind

We do not offer change-of-mind returns on rooftop tents, awnings or racks. These are large, heavy items and return freight is substantial.

Please check dimensions, weight and vehicle fitment before ordering. If you are unsure whether something suits your setup, email us first and we will tell you straight.

Unworn apparel in original condition may be returned within 14 days of delivery. Return postage is at your cost.

Anything we agree to take back has to come back in its original condition. That means unused and unfitted, with every part, pin, fitting and instruction included, in its original packaging, and packed well enough to survive the trip back. Please get a tracking number, because the return is your responsibility until it reaches us.

If it arrives used, incomplete or damaged from being poorly packed, we may refuse it or refund part of it to cover the loss in value. We will tell you before we do either.

Products we cannot accept back

We cannot accept items damaged through misuse, incorrect installation or neglect, or apparel that has been worn or washed. We also cannot accept an item that comes back incomplete, without its original packaging, or damaged because it was not packed properly for the return trip.

This does not apply to faulty goods, which are covered above regardless of use.