Gondwana Australia Gondwana New Zealand

Customer Service


Returns and Exchanges - Need to return or exchange something?

PLEASE NOTE THAT THIS POLICY ONLY APPLIES TO GARMENTS PURCHASED THROUGH THE GONDWANA ON-LINE STORE.

We are committed to customer satisfaction- if you receive any merchandise that you are unhappy with for any reason, simply return it to us within 21 days, in the condition that you received it and we will happily exchange size or refund. We will also ship your exchange request back to you, for free!

Non-faulty returns and exchanges:
Should you change your mind, not received the correct product or maybe you ordered the wrong size, we will happily exchange or refund your purchase providing:
  1. The items are returned within 21 days of purchase with the original receipt or proof of purchase
  2. Items must be in original condition as received, with all labels/tickets attached
  3. Garments must not have been worn
  4. Return form must accompany goods
  5. Returns for any non-faulty items that have been worn and tags removed will not be accepted

Faulty returns and exchanges:
Please provide the following:
  1. The original receipt or proof of purchase within 3 years
  2. Items that have been worn must be washed and in a sanitary condition

Gondwana, Kaos, Rainbird Clothing and Rainbird Workwear clothing items have a 3 years warranty against faulty materials and workmanship. Items can be returned after 21 days if the product is faulty under warranty or the incorrect item was received.

Do you have some questions? Need to know more?
How do I return an item?
To request a refund or to exchange an item complete the return and exchange form as relevant to your needs.

We advise that if exchanging your item to check the availability of the product your wishing to exchange for via our website. Unfortunately we cannot guarantee your request will be available at the time of processing, and if this is the case you will be contacted about an alternative option.

Securely pack the items and post back to:
Textile House Returns Department
C/O Fastline International Pty Ltd
28 Saintly Drive
TRUGANINA VIC 3029
AUSTRALIA

Where can I download the form from?
You can download the form right here!

What condition do items need to be in?
All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty). Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Items being returned due to being faulty and have been worn, must be washed and in a sanitary condition
 
How do I return boxed or packaged items?
When returning boxed or packaged goods please ensure you pack them inside a satchel and do not attach anything to the outside of the original packaging. Should the packaging be marked or in an unsatisfactory condition there may be a chance that we will not accept your return.

What happens if I want to make an exchange and it’s not the same value?
Any exchanges must be for the same value if not a new order needs to be processed online and a refund for the return will be processed.

How do I get the return to you?
Please ensure adequate postage is affixed, as Cash on Delivery returns will not be accepted. We also recommend you send your return back via a track-able method of postage, as Textile House will not be responsible for lost or missing parcels, and all goods are your responsibility until they reach us.

When will my return be processed?
Once your parcel has been received within one business day we will process a credit using your original method of payment excluding postage and handling. Please allow for three to five business days for refunds to appear in your account due to bank processing times.

Are my items covered by a warranty?
Our gear is made with a passion that drives us to develop industry-leading technologies. This commitment to quality is built into every garment. Your garment has been carefully crafted with advanced technical innovations and attention to detail. We guarantee it!
That’s why we have a 3 year warranty on our apparel products. The warranty does not cover accessories and footwear.


Delivery Information

Australia
Standard Shipping within Australia takes 3-4 business days. Cost is AU$10.
Express Shipping within Australia takes 1-2 business days. Cost is AU$15.

International
Shipping to all overseas destinations takes 7-10 business days. Cost is AU$25.

Shipping Insurance
Shipping insurance can be added to your order for an additional AUD $2.00. This covers the cost for goods up to AUD $500.00 and can be included with any type of shipping.


Corporate & group sales 

We offer a range of corporate and group sales options.

Choose from our extensive selection of ready-made jackets, tops, tees, shirts and pants or work with our team to custom design corporate outerwear specifically for your organization. Draw inspiration from an extensive range of tried and tested garments or design an original – the choice is yours.  

As an Australian owned company built on passion, innovation and experience we have one goal: to provide value for money outerwear that allow our customers to look great and be protected in any environment. 

To take your corporate image to the next level, call Gondwana on +61 3 9371 3333 or email us at sales@gondwanaoutdoor.com.au.

Security & privacy terms & conditions 

Privacy Policy

We are committed to protecting your privacy.

The information we collect about you helps us to clarify your needs so we can look after you better. We use this information to personalize your experience when you visit us but we do not sell this information to any other party.  

1. The information we collect and what it's used for:
  • Name and email: This is used to address you by name and send occasional emails.

  • Marketing information: This is used to customize the information we send or present to you on our site. We do not sell, publish or give away information to any other party that can be directly associated with you. Sometimes, we do need to share some of your data with third parties authorized to distribute your orders or process your application.
  • Please be aware too that we may be forced to disclose information to the government under certain circumstances. At our sole discretion, we reserve the right to disclose information to law enforcement or other government officials if it is demanded in connection with an investigation of fraud, intellectual property infringements, or other activity that is illegal or may expose us to legal liability. 

  • Although we use industry standard practices to protect your privacy, we do not promise, and you should not expect, that your personally identifiable information will remain private. 

  • Our site uses cookies to keep track of your preferences. We use cookies to deliver content specific to your interests.
  • We do not sell, publish or give away information that can be directly associated to you to any other party.
2. The security of your information:
  • We are committed to protecting your privacy.
  • We do not sell, publish or give away any customer contact information or personal details of any kind to other parties.
3. How to change your details or opt out completely

You can opt out of receiving information from us at any point. Simply visit our site and click "Unsubscribe" which is located in your personalized panel. To change your details, click "Edit my Info" at the bottom of the personalized panel. 

4. Online Advertising We Use

We use Twitter Ads Remarketing to advertise trigger across the Internet. Twitter Ads Remarketing will display relevant ads tailored to you based on what parts of the Gondwana website you have viewed by placing a cookie on your machine. THIS COOKIE DOES NOT IN ANYWAY IDENTIFY YOU OR GIVE ACCESS TO YOUR COMPUTER. The cookie is used to say "This person visited this page, so show them ads relating to that page." Twitter Ads Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you. How to Opt Out of Remarketing and Advertising If you do not wish to participate in our Twitter Ads Remarketing, you can opt out by visiting Twitter's Ads Preferences Manager You can also opt out of any third-party vendor's use of cookies by visiting www.networkadvertising.org/choices.

5. Who to contact about privacy issues. If you have any concerns regarding privacy, please send an email to info@asenz.com


Official Terms & Conditions of the Gondwana Rewards Program

You must sign-up to Gondwana online at www.gondwanaoutdoor.com.au.

You must be signed-up to Gondwana online prior to making purchases for rewards points to accumulate.

Rewards points will not accumulate until you have signed-up online.

Every time you purchase items you will accumulate points that can be used to obtain discounts on products of your choice.

When you spend $200 in cumulative purchases (200 points) you will automatically be entitled to receive a $20 Gondwana Reward Voucher to use on your next purchase.

Once a Reward Voucher is issued, the corresponding 200 points will be deducted from the balance remaining on your Gondwana account.

Rewards Vouchers have no cash value and can only be redeemed for online purchases from the official Gondwana website online store. Rewards Vouchers are not transferable or convertible to cash.

The Reward Voucher can be used toward the purchase of any Gondwana product available for sale at www.gondwanaoutdoor.com.au from the official Gondwana website and multiple Reward Vouchers can be used toward a single transaction.

Unused accumulated points or Rewards Vouchers will expire 30 June each year.

Participants are responsible for the proper use of their rewards vouchers once awarded, and their acceptance of their reward releases Gondwana, Rainbird its partners and affiliates and their respective advertising and promotional agencies from all liability relating to the promotion or the reward.

Gondwana reserves the right to disqualify any individual who has rewards vouchers through unauthorized transactions or otherwise than in accordance with these terms and conditions. 

Gondwana reserves the right to change the terms of this promotion or terminate it at any time without prior notice.

Gondwana assumes no responsibility for any failure, or for any problems or technical malfunction of any telephone network or lines, or computer transmission during the promotional period.

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