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 – Power Stations & Solar
If you've bought a portable power station, solar panel, or related accessory, you're covered by our 100-Day Trial. 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, not for purchases made with the intention of temporary use or a planned return.
Here's how it works:
Email us at gday@truegear.com.au within 100 days of delivery with your order number.
Returns 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 – Everything Else
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 is responsible for the full return delivery fee.
Inflatable Pontoons and Docks - Unopened Only
Inflatable pontoons, docks and water hammocks (Bartlett, AquaDeck and Floatables) can only be returned if the packaging hasn't been opened.
These are machine rolled and vacuum packed at the factory. Once you unroll one it won't fold back down small enough to fit its bag, and unrolling it takes a big open area, so whatever surface you lay it on marks the base. Once that's happened we can't resell it, which means we can't take it back.
Check the size, shape and colour before you open anything. If it doesn't look right, leave it packed and call us on 03 7056 6732.
This doesn't apply if your pontoon turns up damaged, faulty or isn't what you ordered. Contact us on the day of delivery and we'll sort it out. Nothing here affects your rights under Australian Consumer Law.
The pumps in this category aren't included. They fall under the standard 30-day terms above.
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. See our full Warranty Policy for details, or 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.