At Tentory Store, we stand behind the quality of our camping and outdoor equipment just like we stand behind our tents in a storm. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Item must be unused and in the same condition as received
  • Item must be in its original packaging with all tags attached
  • Proof of purchase is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Camp Bedding (opened or used items)
  • Oztrail Spare Parts (unless defective)
  • Lighting items that have been used

These exceptions are based on hygiene considerations and manufacturer requirements.

How to Initiate a Return or Exchange

Follow these simple steps to return your outdoor gear:

  1. Contact Us within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you’d like to return or exchange.
  2. Wait for Approval – Our customer service team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Pack Your Item – Securely package the item in its original packaging with all accessories and documentation.
  4. Ship It Back – Send the package to our return address (provided with your RMA) using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Shipping Information

For returns from international locations (excluding Asia and certain remote areas we don’t service):

  • We recommend using DHL or FedEx for faster processing
  • Include your RMA number clearly on the package
  • Original shipping fees are non-refundable

Refund Process

Once your return is received and inspected (typically within 3-5 business days), we’ll process your refund or exchange:

  • Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account, depending on your financial institution

Exchange Process

For exchanges (subject to availability):

  1. Follow the standard return process above
  2. Clearly indicate in your return request what item you’d like to exchange for
  3. We’ll ship your replacement item once the return is processed (additional shipping charges may apply)

Damaged or Defective Items

If your camping gear arrives damaged or defective:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may request return of the defective item (we’ll cover return shipping)

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Tentory Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product Name: [Product Name] Reason for Return: [Brief explanation – e.g., wrong size, defective, changed mind] [For exchanges only:] I would like to exchange this for: [Product Name and any specifications] Please let me know the next steps. I’ve reviewed the return policy and confirm the item is in its original condition with packaging. Best regards, [Your Full Name] [Your Contact Information]

Return Address

All returns should be sent to:

Tentory Store Returns
53 Bailey Street
YARPTURK, AU 3283
Australia

Need Help With Your Return?

Our team of outdoor enthusiasts is ready to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Note: This policy applies to purchases made directly through tentorystore.com. For purchases through third-party retailers, please contact them directly for their return policies.