Preface

We believe in helping people achieve freedom and purpose in navigating the world around them. We do this by helping people to become adventurers, and providing them with the tools they need to go and face the unknown, have the journey of a lifetime, and explore the natural beauty of the world around us.

We believe that a contract or policy should be simple, and easy to understand, so that you can get back to adventuring, and we can focus on making beautiful and functional products.

This warranty and returns policy is designed to be as clear as possible, and explain the purpose of it in an upfront and honest manner.

If you have any questions, concerns, feedback, or want to talk to us please do not hesitate to contact us.

1 - Warranty

Odyssey Custom Fitouts uses the highest quality materials and we stand by our products. Each build has been tried and tested on the road to ensure our products are durable, functional and cost effective. We live and breathe this lifestyle and take great pride and care in delivering products we love ourselves.

1.1 - What is Covered

We provide a one year warranty on all our:

• flatpacks
• custom builds
• accessories manufactured by Odyssey

Our warranty covers all manufacturing and product faults whereby they do not function as they are intended to.

All outsourced accessories are under manufacturers warranties. Labour costs associated with fitting will not be reimbursed if the product is deemed faulty.

1.2 - What is Not Covered

Our warranty does not include:

• General wear and tear including scratches, dents and fading of materials.
• Damage caused by anything other than defects in materials or workmanship.
• Damage caused by failure to follow sealing instructions, improper use, handling or storage or excessive exposure to sunlight.
• Any alterations or repairs made through third parties.
• The use in commercial, rental or instructional activities.

2 - Returns

2.1 - Change of Mind Returns

2.1.1 - Our Policy on Change of Mind

We do not accept returns for change of mind.

We do this because:

• our products are often custom made or tailored to your vehicle, which means they cannot easily be resold to another customer; and
• we are a small business, and the cost of processing returns, restocking, and reshipping has a significant impact on our ability to keep doing what we do.

However, we understand that sometimes things do not work out. We may, at our discretion, make exceptions to this policy on a case-by-case basis.

2.1.2 - When an Exception May Be Granted

If you would like to request a change of mind return, please contact us as soon as possible. We will assess your request and let you know whether we are able to accept the return.

We consider each request individually, taking into account factors such as:

• the type of product;
• whether the product is a standard or custom item;
• the condition of the product; and
• how much time has passed since you received it.

2.1.3 - Return Window

If a change of mind return is approved, the return must be initiated within 14 days of you receiving the item.

For the purposes of this section, the date of receipt is:

• the date you collect the item from our workshop; or
• the date the item is delivered to you by our courier.

2.1.4 - Condition of Goods

For a change of mind return to be accepted, the product must be:

• in as-new condition;
• unused; and
• free from any damage, modification, or marking that was not present at the time of delivery.

2.1.5 - Original Packaging

For a change of mind return to be accepted, the product must be returned in its original packaging.

If the original packaging is no longer available, we may, at our discretion, charge an additional fee to cover the cost of new packaging required for resale.

2.1.6 - Restocking Fee

A restocking fee of $50 applies to bulky or large items that are approved for a change of mind return.

We do this because:

• bulky and large items require significant time and labour to receive, inspect, repack, and store; and
• these items take up valuable workshop and storage space while being processed.

2.2 - Faulty or Damaged Goods

2.2.1 - When a Return for Faulty or Damaged Goods is Required

If your product arrives damaged, or is faulty, please contact us as soon as possible so we can resolve the issue.

Your product may be eligible for a return, repair, or replacement if:

• it arrives damaged or defective;
• it does not match the product you ordered; or
• it has a manufacturing fault covered under warranty.

2.2.2 - Return Shipping Costs

For faulty or damaged goods, we will cover the cost of return shipping.

For change of mind returns (where an exception has been granted), the cost of return shipping is to be paid by the customer.

2.3 - Custom Builds and Cabinetry

All fitouts and cabinetry cannot be returned for change of mind once they have been received by you.

This includes any custom build, flat pack, or bespoke item made specifically for your vehicle.

Custom builds and cabinetry can only be returned in the instance of a major failure, as per your rights under Australian Consumer Law. In all other circumstances, cabinetry, fitouts, and custom items cannot be returned.

If you need to cancel a custom build before it has been completed, please refer to the cancellation section in our payment terms.

2.4 - Refunds

Approved refunds will be issued to your original payment method.

We do this because:

• it is the most transparent and fair method; and
• it ensures the funds are returned to the person who made the payment.

Refunds will be processed within a reasonable timeframe after we have received and inspected the returned goods.

3 - How to Make a Claim

To make a warranty or return claim, please use the form on the 'Contact Us' page or email support@odysseyfitouts.com.au.

Please include:

• your full name and contact details;
• your order number or invoice number;
• a description of the warranty claim or reason for return; and
• photographs for reference to ensure your claim can be processed as quickly and efficiently as possible.

Our team will then contact you via phone or email with further instructions on how to resolve your claim, and provide instructions for packaging and posting your return if applicable.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.