A piece of Macpac kit can last for years, so we want to make sure you’ve got exactly what you need. If it’s not, no worries. Send it back and we’ll find something that’s going to help you tackle the elements for many adventures to come.

CHANGE OF MIND POLICY

If you're not completely satisfied with your new Macpac purchase, you are welcome to exchange it for a full refund, store credit, or an alternative product, within 60 days of your purchase along with the original receipt*. The returned product must be unused and in the original packaging, with all the tags intact and attached. Original packaging, such as shoe boxes, must be returned free of tape, writing, and stickers.

*Excludes swimwear, masks, underwear, food, gas canisters, and gift vouchers. Refunds exclude freight costs when orders are made online.

Your rights under this change-of-mind policy are in addition to any rights you have under consumer laws. See our Warranty & Repairs page.

Return & Exchanges FAQs

• How long will it take for my return to be processed?

  Due to the high volume of returns during this peak period, processing times may be longer than usual. We apologise for any inconvenience caused due to this.
  
  Once we receive your returned parcel, please allow 3 - 5 business days for your request to be processed. We will notify you the moment that we have completed it.
  
  When posting your returned goods back to us, it can take up to 14 working days (excluding weekends and public holidays) for your parcel to arrive back to us. Occasionally, there may be delays, especially during busy periods with couriers, which unfortunately is out of our control.
  
  We recommend keeping a hold of your tracking number for your returned parcel, so you know exactly when we receive your parcel.

• Who do I contact if I have questions about my returned parcel?

  Our Returns and Exchanges team work hard to process your requests as soon as possible. If you have any inquiries about your returned parcel, we recommend contacting our Customer Care team with your order number and returned tracking number ready.

  Customer Care
  customercare@macpac.com.au
  1800 325 215

• I’ve received a faulty/damaged item, what should I do?

  We aim to sort out any issues with faulty or damaged items straight away.If you discover a fault or have received a damaged item, please contact customercare@macpac.com.au with the following information:
  1. The order number (example AU00123456)
  
  2. The faulty item's product code (example 112971-BLK00-10)
  
  3. Provide a photo of the product and description of the fault/damage.
  
  4. Provide your complete contact details: Name, Phone Number and Address.
  
  Australia Returns Address
  Macpac Webstore Returns
  287 Whitehorse Road
  Nunawading
  1800 325 215
  3131
  Australia
  

• Can I Exchange My Online Order By Post?

  If you would like an exchange, our friendly team instore can process this instantly. Alternatively, you can post your items back like a normal return and include your filled in exchange form.

• Can I Return My Online Order In-Store?

  Absolutely, you can return your online order in any Macpac store.
  
  Simply bring your item(s) along with your proof of purchase (confirmation email or receipt) — which would have been emailed to you. Please note that any refunds will need to be processed on the card you originally made the purchase with.
  
  If you used Afterpay or Paypal, there are some special conditions:
  Items purchased online using Afterpay can be returned in-store. Upon return of your item, we will only process a refund for the items returned, and you will need to re-purchase via our website or in-store for alternative items.
  
  Items purchased online using Paypal cannot be returned or exchanged in store — you will need to post them to our webstore returns address. Once received, we will process your refund on the items returned and you will need to re-purchase via our website.
  Download and print our exchange form here.
  
  Returns Address:
  Macpac Webstore Returns
  287 Whitehorse Road
  Nunawading
  Victoria 3131
  Australia