Our Returns and Refunds Policy

We want you to be happy with your shopping experience with us and totally satisfied with everything we sell.

There may be times when you may need to return a product purchased from one of our stores. We understand this can be inconvenient and frustrating. This policy is designed to help make returns and refunds with us easy.

Rest assured, the benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law.

When should I return my product?

We offer you a replacement, credit or refund within 30 days of purchase where products have a major failure, such as:

  • when a product is faulty
  • when a product has been wrongly described
  • when a product is different from a sample shown to you; or
  • when a product does  not do what it is supposed to do

What is my item is faulty or has been damaged during shipping?

If you believe your item has arrived faulty or has been damaged during shipping please email us at online@freddys.com.au or call us on (02) 4367 5555. You will be asked to provide your order details and you may be asked to send photos of your item.

Where do I return my product?

Regardless of how you purchased your items, you can return your product in-store or via post.

How do I return a product?

In-store returns

Regardless of how you purchased your product and if your product carries a manufacturer’s warranty, you can take your product to your closest Freddy’s store (excluding Broadmeadow) within 30 days of purchase to talk to one of our friendly team members.

To process your return, we will need:

  • your receipt or other proof of purchase (bank statement)
  • product in the same condition as it was purchased (including manuals, accessories and packaging)
  • any extra information we may need to process your return.

If you are returning with a receipt we will also need:

  • your name, telephone number and signature in addition to your receipt.
  • The credit or debit card you used for purchase (if applicable) so we can credit back to your original card

If you are returning without a receipt we will also need:

  • photo identification showing your name, address and signature
  • proof of purchase by providing a bank statement, confirmation of the exact date of purchase or membership details (our membership system keeps purchase information on file for 12 months)

How to return via Australia Post

Before returning any items to us please complete our returns form or call us on (02) 4367 5555.

Where do I post my return to?

Before returning any items to us please complete our returns form or call us on (02) 4367 5555.

Once you speak to us regarding your return, please send your item/s to:

Freddy’s
229 The Entrance Road
Erina
NSW 2250

Who pays for your Australia Post return?

You are responsible for paying for the cost of return postage and tracking.

How to track your Australia Post return

For all returns via Australia Post, please keep your tracking number until the return is finalised.

To track your return please see Australia Post tracking (link to https://auspost.com.au/mypost/track/#/search)

Returns via Courier

You may choose to return your item via courier.

Before returning any items to us please complete our returns form or call us on (02) 4367 5555.

Where do I direct my return to?

Before returning any items to us please complete our returns form or call us on (02) 4367 5555.

Once you speak to us regarding your return, please send your item/s to:

Freddy’s
229 The Entrance Road
Erina
NSW 2250

Please ensure your item is delivered within business hours.

Who pays for expenses related to my return?

For products returned in-store, any expenses related to the return will be paid by you.

For items returned via post or courier, you are responsible for all costs.

How are returns assessed?

Our friendly team members will assess whether your product needs to be repaired, replaced or refunded. In some cases, products may need to be sent back to a manufacturer or their agent for repair or assessment. These items include:

  • sound, electrical and motor driven products
  • compressors/Fridges
  • power tools; a
  • customised orders
  • tents, gazebos and shades
  • kayaks
  • rods and reels
  • hot water systems
  • spearguns and wetsuits

If your product is assessed as having a minor fault it may be repaired and returned to you within a reasonable time frame. If the product is deemed to have a major flaw we will offer you a replacement or refund.

When should I deal directly with the manufacturer?

We are your best starting point if you would like to process a return or refund. We can check out your product as well as any manufacturer warranties and recommend the best approach.

In most cases, we are happy to deal with the manufacturer or repair agent on your behalf.

However, you may choose to deal with the manufacturer or repair agent yourself directly. In this case, our friendly team members can provide you with the relevant manufacturer contact details.

Do you have any special procedures for certain products?

Electronic items

In some cases, your repair may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Bulky and fuel operated products

For safety reasons, please contact your nearest closest store before returning any bulky or fuel operated products, such as:

  • kayaks
  • fishing rods
  • fishing combos
  • spearguns
  • speargun shafts

Are any products excluded from your Returns Policy?

Certain products are excluded under our Returns Policy for change of mind, these include:

  • fridges/ freezers
  • clearance items
  • Gift Cards
  • special customer orders
  • wetsuits or other swimwear
  • thermals
  • life jackets
  • airbeds
  • portable toilets
  • DVDs

In some cases, a refund, replacement, or repair may not be offered if:

  • you have simply changed your mind
  • your product has been substantially modified
  • there is evidence that your product has been used in a way that is contrary to user instructions or packaging labels

What are my rights under the Australian Consumer Law?

The products we sell come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are entitled to have the goods repaired or replaced if they fail to be acceptable quality and the failure does not amount to a major failure.

What happens if I’m not happy with the outcome of my return assessment?

If you feel that your rights under consumer law or our Returns Policy have not been met, please let us know by emailing us at online@freddys.com.au or sending a letter to:

Freddy’s
229 The Entrance Road
Erina
NSW 2250

How will my personal information related to my return be kept private?

We will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Commonwealth).

See our Privacy Policy