Refund and Returns Policy

Effective Date: June 30, 2026

1. Overview

At DOTJAN PTY LTD (“we,” “us,” or “our”), operating via dotjanoutdoor.com, we want you to be completely satisfied with your outdoor gear. If you are not entirely happy with your purchase, we are here to help. This Refund and Returns Policy outlines the conditions under which legal returns and refunds are processed.

By making a purchase on our website, you agree to the terms and conditions outlined below. Our policy complies with the Australian Consumer Law (ACL) and other relevant global e-commerce regulations.

2. No “Refund-Only” Policy (Mandatory Return Required)

To maintain fairness and prevent fraudulent activities, we strictly do not offer a “refund-only” option under any circumstances.

Physical Return Required: You cannot keep the product and receive a refund.
Inspection Process: Every item must be physically returned to our warehouse and pass inspection before any refund, store credit, or exchange is authorized.
No Exceptions: If you cannot or refuse to return the physical product to us, your request for a refund will be automatically declined.

3. Eligibility Criteria for Returns

To qualify for a successful return, your item must meet all the following strict criteria:

Timeframe: The return request must be initiated within thirty (30) days from the date of delivery.
Condition: The item must be completely unused, unwashed, and in the exact same condition that you received it.
Packaging: The product must be stored in its original, undamaged retail packaging with all original tags, manuals, and accessories attached.
Proof of Purchase: You must provide a valid order number, receipt, or invoice issued by our store.

4. Non-Returnable and Non-Refundable Items

Certain types of goods are exempt from being returned or refunded:

Custom-made, personalized, or altered outdoor gear.
Clearance, “Final Sale,” or promotional gift items.
Hazardous materials, flammable liquids, or gases.
Items damaged due to improper use, personal negligence, or normal wear and tear.

5. Return Process Steps

If your item meets the eligibility criteria, please follow these steps to return it:

Submit Request: Contact our customer service team via email at mossgro@dotjanoutdoor.com to request a Return Merchandise Authorization (RMA) number.
Pack Securely: Safely pack the product in its original packaging. Write the RMA number clearly on the outside of the shipping box.
Ship the Item: Mail the physical product to our official address: South Australia 5047, Australia.

6. Shipping Costs for Returns

Customer Responsibility: You are responsible for paying your own shipping costs for returning your item. Shipping costs are completely non-refundable.
Tracking Mandatory: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we are not liable for items lost during transit.

7. Inspection and Processing

Once your package arrives at our facility, our quality assurance team will inspect the item.

Approval: If the item passes inspection and meets our condition rules, we will process your refund.
Rejection: If the item is used, dirty, missing parts, or damaged, the return will be rejected. The item can be shipped back to you at your expense, and no refund will be issued.

8. Refunds and Store Credit

Upon approved inspection, you can choose between two resolution options:

Original Payment Method: The refund will be processed back to your original credit card or payment gateway. Please allow 5 to 10 business days for the funds to clear into your bank account.
Store Credit: We can issue a digital gift card for the exact purchase value, allowing you to buy an alternative item immediately.

9. Damaged, Defective, or Wrong Items

If you receive an item that is defective, damaged during transit, or completely incorrect:

You must notify us within seven (7) days of delivery at mossgro@dotjanoutdoor.com.
You must provide clear photos or videos showing the issue.
Physical Return Still Applies: Even for defective items, the product must be mailed back to us for testing. If a genuine manufacturing defect is confirmed, we will reimburse your return shipping costs and offer a full refund or a free replacement.

10. Contact Us

For any questions regarding your return or to start the return process, please contact us:

Company Name: DOTJAN PTY LTD.
Website: dotjanoutdoor.com
Email Address: mossgro@dotjanoutdoor.com
Physical Address: South Australia 5047, Australia
Phone Number: +(61)8 82967466