Returns & Warranty
Change of mind
No worries, it happens. You can return an item within 14 days of receiving it, as long as it's in sellable condition: unused, undamaged, complete and with no noticeable wear and tear. Missing packaging is fine.
How to return
- Email us first. Reply to your order confirmation email, or email sales@echelonsystems.com.au with your order number and what you'd like to return. Please don't send anything back before you've heard from us.
- Pack it up. Put a note with your order number inside the parcel.
- Send it back. Return postage is at your cost, and original shipping isn't refunded.
We check every return when it arrives, then let you know and process your refund.
Exchanges
Want a different size or colour? Subject to stock, we'll do our best to arrange an exchange. Email us at sales@echelonsystems.com.au.
What can't be returned for change of mind
- The Responder Belt IFAK – Pre-Packed once its seal has been broken. It contains medical items.
- Anything with noticeable wear, or that has been modified.
This doesn't affect your rights if an item is faulty (see below).
Changes and cancellations
You can change or cancel your order for a full refund until it's packed. Email us as soon as possible from the address you ordered with. Once your order has been packed, a cancellation is treated as a return.
Faulty, damaged or missing items
Sorry about that. We'll make it right. Email sales@echelonsystems.com.au with:
- your order number,
- a few photos of the fault or damage (and the packaging, if it arrived damaged),
- a short description of what happened.
We'll replace or refund a faulty, damaged or missing item at no cost to you. If we need the item back, we'll send you a prepaid return label. The 14-day window, the sellable-condition rule and return postage costs above don't apply to faulty items.
Limited Lifetime Warranty
All Echelon Systems field equipment comes with a fully transferable Limited Lifetime Warranty.
If your gear breaks under normal conditions, such as training, operational use or regular wear and tear, we'll repair or replace it.
Not covered:
- damage caused by negligence,
- products that have been modified. Modifying a product voids the warranty.
Clothing and merchandise, such as apparel and patches, aren't covered by this warranty. Your rights under the Australian Consumer Law still apply to them.
How to make a warranty claim
Email photos of the damaged item to sales@echelonsystems.com.au, with your order number if you have it. Because the warranty is transferable, proof of purchase isn't required, but it helps. Bought it second-hand, or was it originally ordered by your unit? Get in touch anyway and we'll look into it.
If we need the item back, we'll send you a prepaid return label.