Refund policy

Returns and refunds

We want you to be happy with your fishing tackle. If you need help with an order, email info@ftpfishing.com.au with your order number or proof of purchase and a description of the issue. Include photos where helpful. We aim to respond within 2 business days, excluding weekends and public holidays.

Change-of-mind returns

You can request a change-of-mind return within 30 days of receiving your order. Items must be unused, in their original packaging and in a condition suitable for resale. Please contact us before posting your return so we can confirm eligibility and provide the return address and instructions.

Customers arrange and pay return postage for change-of-mind returns. We do not include prepaid return labels in parcels. We recommend tracked postage and suitable protective packaging. Original delivery charges are not refunded for change-of-mind returns. We do not charge a restocking fee.

Sale and clearance items, gift cards and personalised or custom-made products are excluded from change-of-mind returns. These exclusions do not affect your rights for faulty, damaged, incorrectly supplied or misdescribed goods under the Australian Consumer Law.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if your item is faulty, damaged in transit, incorrect or not as described. Keep the item and any available packaging while we assess the issue. Photos can help us resolve it, but a missing photo or original packaging does not remove your consumer guarantee rights.

We will assess the issue and arrange the appropriate repair, replacement or refund. For confirmed faulty, damaged or incorrectly supplied items, we cover reasonable return postage costs. We will provide instructions and, where appropriate, a prepaid return label by email, or reimburse reasonable return postage already paid. Please keep your postage receipt. You can contact us directly about delivery damage or loss; we will investigate with the carrier.

Exchanges

For a change-of-mind exchange, contact us within 30 days of delivery. We handle this by accepting an eligible return for a refund, then asking you to place a new order for the item you want. Change-of-mind return conditions and postage costs apply.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds are processed to your original payment method within 10 business days. Your bank or payment provider may take additional time to show the refund. If more than 15 business days have passed since approval, please contact us.

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

The 30-day window, unused condition, original packaging requirements and sale-item exclusions above apply only to change-of-mind returns. They do not limit your rights under the Australian Consumer Law. Consumer guarantee rights may apply beyond a manufacturer's warranty period.