Change of Mind Returns & Exchanges

If you have changed your mind about a Macpac product, you are welcome to return it for a full refund, store credit or exchange, provided that:

• the item is returned within 60 days of the date of purchase
• you provide proof of purchase
• the item is unworn, unused, in its original packaging, and has all tags intact and attached
• original packaging, such as shoe boxes, are returned free of tape, writing, or stickers.


The following items cannot be returned for change of mind:
• swimwear, masks and underwear
• food and gas canisters
• helmets and goggles
• gift cards.

Delivery fees are not refundable when products are returned for a change of mind.
Your ability to return or exchange product for a change of mind is separate, and in addition to, any rights you have under consumer laws for faulty, damaged or incorrect products. See our warranty, repairs and refunds page for details.

Change of Mind Return & Exchanges FAQs

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

  Please see our warranty, repairs and refunds page for information about returning faulty, damaged or incorrect products.

• Can I Exchange My In-Store Purchase For Change Of Mind?

  If you purchased your product at a Macpac store, you will need to visit our team in-store to return or exchange your product. If for any reason you’re unable to return to a Macpac store, please contact our Customer Care team.
  
  Before going to your local Macpac store, please ensure you have your proof of purchase with you. If you have misplaced your receipt, you can contact the original store where you purchased the product or you can contact our Customer Care team. For safety reasons, if you want to return any bulky products, please contact your nearest Macpac store or our Customer Care team before returning the product.
  
  If you purchased your products using Afterpay, we cannot exchange the items and instead will only be able to process a refund for the items returned. If you want a replacement product, you will need to re-purchase the products in a separate transaction.
  
  You can contact our Customer Care team by email at customercare@macpac.com.au or by telephone on 1800 325 215.

• Can I Return or Exchange My Online Order For Change Of Mind By Post?

  If you would like to return or exchange a product you purchased online, you can post your items back to us. Details on how to do so are above.
  
  For safety reasons, if you want to return any bulky products by post, please contact our Customer Care team before returning the product. You can contact our Customer Care team by email at customercare@macpac.com.au or by telephone on 1800 325 215.

• Can I Return Or Exchange My Online Order For Change Of Mind In-Store?

  Absolutely, you can return or exchange your online order in any Macpac store. Simply bring your item(s) along with your proof of purchase. Please note that any refunds will need to be processed on the card you originally made the purchase with.
  
  For safety reasons, if you want to return or exchange any bulky products, please contact your nearest Macpac store or our Customer Care team before returning the product to the store.
  
  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.
  
  for VIC, TAS, NT, SA, OR WA
  Returns Address:
  Macpac Webstore Returns
  287 Whitehorse Road
  Nunawading
  Victoria 3131
  Australia
  
  
  Or for NSW, ACT, OR QLD
  Returns Address:
  Macpac Camperdown Returns
  78-96 Pyrmont Bridge Road
  Annandale
  NSW 2038
  Australia

• HOW LONG WILL IT TAKE FOR MY CHANGE OF MIND RETURN TO BE PROCESSED?

  Once we receive your returned parcel, please allow approximately 3 - 5 business days for your request to be processed. We may take longer during peak trading periods. 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.
  
  You can contact our Customer Care team by email at customercare@macpac.com.au or by telephone on 1800 325 215.