We stand behind our gear – but we get it, sometimes it’s just not quite right. That’s why we offer two types of returns depending on what you’ve bought.
100-Day Returns – Try It Like You Stole It
If it’s a portable power station, solar panel or related accessories, you’re covered by our 100-Day Try It Like You Stole It Policy. That means you can use it properly in the real world – camping, caravanning, boating, or as backup at home – and if it’s not right for you, send it back.
Orders must be genuine in nature – the 100-Day Trial is designed to give real customers confidence to find the right gear. Purchases made with the express intention of temporary use or planned return are not eligible.
Here’s how it works:
- Email us at gday@truegear.com.au within 100 days of delivery with your order number.
- Return's are free! We’ll send you return instructions and a pre-paid label.
- Once received and inspected, we’ll process your refund. If you paid for return shipping upfront, we’ll refund that too.
Important limits:
- Maximum refund for used goods under this trial is capped at $3,000 per order.
- Unused items can be returned for the full amount as normal.
- Fair wear and tear from normal use is fine – but returns won’t be accepted if the product has been misused, damaged beyond ordinary use, or bought purely for temporary use (e.g. events).
All returns must include original packaging and accessories.
30-Day Money Back Guarantee – Unused Only
Generators and all other products (outside of power stations and solar panels) fall under our 30-Day Returns Policy. Items must be completely unused, but it’s fine if the box has been opened. Just return it in original packaging within 30 days of delivery and we’ll refund you.
- Email gday@truegear.com.au within 30 days of delivery.
- Send it back in resaleable condition with all original packaging.
- Once inspected, we’ll confirm and issue your refund.
- Freight can be organised by True Gear, however the customer will be responsible for the full return delivery fee
Damaged or Incorrect Items
If you receive something damaged, faulty, or not what you ordered:
- Contact gday@truegear.com.au on the day of delivery.
- Send clear photos of the product and packaging.
- Keep the original packaging.
We’ll cover return shipping for approved claims. Damage from misuse or poor handling isn’t covered.
Warranty
All True Gear products are covered by the manufacturer’s warranty. Claims are handled directly by the supplier, but we’ll help coordinate if you need. Just email us to get started.
Need Help?
We’re here to make returns simple. Got questions? Reach out anytime at gday@truegear.com.au and our team will help you sort it out.