WAY AND FARER complies with all applicable consumer protection law, including the Australian Consumer Law (ACL) and, for customers located in the European Union, the EU Consumer Rights Directive. This page explains your rights and how to make a return, refund or warranty claim. If anything below conflicts with a law that applies to your purchase, the law takes priority.

We want you to have a great experience with WAY&FARER, from browsing the website, shopping from products and then using your new gear.
Please contact us with any concerns or questions at all so that we can do our absolute best to help you have a great experience.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

If a product you’ve purchased has a major failure — it’s faulty, unsafe, significantly different from how it was described, or doesn’t do what it’s meant to do — you’re entitled to choose between a refund, replacement or repair. For a minor problem, we may choose to repair the item within a reasonable time; if we can’t, you can seek a refund or replacement elsewhere and recover reasonable costs. These rights exist regardless of any warranty period and cannot be excluded.

To make a claim, contact us at admin@wayandfarer.com or via our contact page with your order number, a description of the issue and, where possible, photos. We may ask for the item to be returned or inspected before a remedy is provided.

YOUR RIGHTS IF YOU’RE AN EU CONSUMER

If you are a consumer located in the EU and your order was shipped there, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, notify us in writing via email or the withdraw from contract form before the 14-day period ends, then return the item within 14 days of that notice.

Items must be returned unused, in the condition received, and you are responsible for the direct cost of returning the goods unless the item is faulty or not as described. This 14-day withdrawal right carries a specific statutory refund timing rule that applies only to this right: once we receive the returned item, we will refund the price paid, within 14 days, and we may withhold the refund until the goods are received back or you provide proof of return, whichever is earlier. This timing rule does not extend to any other return, refund or warranty claim described elsewhere in this policy, all of which require the item to be received and inspected by us before a refund, replacement or repair is processed.

The right of withdrawal does not apply to goods made to your specification, sealed goods unsuitable for return for health or hygiene reasons once unsealed, or other categories excluded under EU law.

Separately, goods supplied to EU consumers must conform to the contract at the time of delivery. If they don’t, you’re entitled to a repair, replacement, price reduction or, in some cases, a refund, under the applicable EU/local conformity guarantee. Contact us to make a claim.

CHANGE OF MIND RETURNS (OUTSIDE OF THE RIGHTS ABOVE)

Outside of the statutory rights described above, neither Australian nor EU law requires us to offer a refund simply because you’ve changed your mind. That said, we’re happy to accept change-of-mind returns at our discretion, provided:

the item is unused, unworn and in brand new, re-sellable condition, including all original packaging, tags and labels intact; you have a valid proof of purchase; and the item is returned to us within 14 days of delivery.

Where a change-of-mind return is accepted under this section, we will refund the amount paid for the item, less the cost of shipping and any return shipping costs, once we have received and inspected the returned item and confirmed it meets the conditions above. Sale or clearance items are not eligible for change-of-mind returns (this exclusion does not affect your rights for faulty or misdescribed goods).

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, faulty, or is not what you ordered, contact us as soon as reasonably possible at admin@wayandfarer.com or via our contact page, including photos of the issue and your proof of purchase. Please don’t send an item back before contacting us, as this can delay resolution.

Depending on the outcome of our assessment, and consistent with your rights under the ACL and/or EU law, we will offer a repair, replacement or refund once we have received and inspected the item and confirmed the fault. We will cover reasonable return shipping costs for confirmed faulty, damaged or incorrectly supplied items.

The following are not considered faults: reasonable wear and tear; damage caused by misuse, neglect, or failure to follow supplied care instructions; and natural variations in materials such as timber, canvas, leather or similar natural products, which are a feature of the material rather than a defect.

WARRANTY

Many products sold on our store also carry a manufacturer’s or supplier’s warranty in addition to your rights under Australian and EU consumer law. Warranty terms, including duration and what’s covered, vary by product. Nothing in a manufacturer’s or supplier’s warranty limits your consumer law rights.

To make a warranty claim, contact us with your proof of purchase, a description of the fault and supporting photos, and we’ll advise the next steps — which may include liaising with the relevant supplier on your behalf. A warranty claim will not be accepted where the product has been misused, not maintained in accordance with instructions, used outside its intended purpose, or where the fault results from normal wear and tear.

INTERNATIONAL ORDERS

For orders shipped to or from outside Australia, returns remain possible under the terms of this policy, but freight costs for returning the item(s) are the customer’s responsibility, except where the return relates to a faulty, damaged or incorrectly supplied item, or where a mandatory legal right (such as the EU withdrawal right) requires otherwise.

HOW TO START A RETURN, REFUND OR WARRANTY CLAIM

Contact us at admin@wayandfarer.com or via our contact page with your order number and details of your request. We aim to respond promptly and will guide you through the next steps.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, our liability for any claim relating to a product is limited to the remedies set out in this policy and the consumer guarantees or rights that cannot be excluded under Australian Consumer Law or applicable EU law. We are not liable for any indirect or consequential loss.