Returns & Refunds

We keep this simple and honest. Two situations are covered: you changed your mind, or something is wrong with your product.

Change of mind: 30-day home trial

You can return your order within 30 days of delivery for a refund of the product price, used or not, provided:

• the product is complete: controller, sleeves, hoses, charger and all accessories included;
• you contact us first at support@ondaboots.com with your order number so we can register your return.

Yes, you can use it first. That is the point of a trial. Returns that arrive incomplete, or damaged beyond normal use, may be refused or only partially refunded.

Worth knowing before you order: our returns centre is overseas, so a change-of-mind return travels internationally and tracked postage is not cheap. Check the cost with your carrier before you send anything, and talk to us first if it looks close to the value of the item. A faulty product is a different matter entirely: those are settled from a photo, with nothing to send back.

How it works

1. Email support@ondaboots.com within 30 days of delivery, with your order number and "Return" in the subject line.
2. We reply within 1 business day with your return instructions and the return address.
3. Send the item back using a tracked postal service. Return shipping is paid by you; the parcel remains your responsibility until it reaches us. We charge no restocking fee.
4. Once we receive and inspect the item, your refund is issued to your original payment method within 5 business days. Your bank may need a few extra days to post it.

For a change-of-mind return we refund the full product price. Return postage is at your cost. If the product is faulty, everything you paid is refunded.

Wrong size?

Before dispatch: email us within 24 hours of ordering and we will change the size free of charge.
After delivery: use the 30-day trial return above and place a new order for the correct size.

Damaged, faulty or incorrect items

You are covered twice:

• Our 1-year warranty on every recovery system (controller, sleeves, hoses, charger). Email photos or a short video of the issue with your order number. We send replacement parts or a replacement unit free of charge, shipping included. You never need to ship anything back overseas.
• The Australian Consumer Law. If the product has a major failure, you may choose a full refund or a replacement. This right is independent of our warranty, and it applies for as long as is reasonable for a product of this kind, regardless of the warranty period.

If your order arrives damaged or incorrect, contacting us within 7 days of delivery helps us resolve it fastest. Reporting later never limits your rights.

Australian Consumer Law

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.