Master Terms & Policies

EnjoyCamping Terms of Service & Return Policy

At EnjoyCamping, we want you to love your gear as much as we do. We stand by the quality of our products and our services. Please read our comprehensive policy below regarding retail purchases, rental agreements, and cancellations. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

🛍️ 1. Retail Purchases (Australia-Wide Shipping)

Change of Mind Returns: We understand that sometimes an item isn't quite what you expected. We offer a 14-day return policy for "change of mind" on retail purchases, starting from the day your item is delivered. To be eligible, the item MUST meet these strict conditions:

  • It must be unused, unwashed, and in the exact same condition that you received it.

  • It must be in its original packaging, with all tags, manuals, and protective films intact.

  • Please note: For hygiene and quality control, if a product shows signs of being set up outdoors, smells of campfire/smoke, or has dirt/scratches, the return will be rejected and sent back to you at your expense.

  • Customers are responsible for all return shipping costs. Original shipping fees are non-refundable.

Damaged or Faulty Items: We thoroughly inspect our items, but if your gear arrives damaged or develops a manufacturing fault, we’ve got your back.

  • Please inspect your order upon reception and contact us immediately (within 48 hours of delivery) if the item is defective.

  • Provide your order number, a description of the fault, and clear photos/videos of the issue.

  • We will offer a replacement part, a full replacement, or a refund in accordance with Australian Consumer Law.

⛺️ 2. Sydney Local Rentals (Cancellations & Refunds)

We understand that weather and plans can change. For our Sydney rental services, the following cancellation policy applies:

  • 7+ Days Notice: 100% full refund of your rental fee.

  • 48 Hours to 7 Days Notice: 50% refund, or the option to receive a 100% store credit to reschedule your booking for a later date.

  • Less than 48 Hours Notice: Strictly no refunds. At this stage, the gear has been reserved, cleaned, and prepared exclusively for your trip, preventing others from booking it.

📜 3. Rental Agreement & Rules

To ensure all our campers enjoy high-quality, clean, and well-maintained gear, please review our rental terms:

Security Deposit:

  • A refundable Security Deposit is required for every rental order, calculated based on the total value of the equipment.

  • Once the gear is returned to our warehouse, our team will conduct a thorough inspection within 1-3 business days.

  • If the equipment is returned in good condition, the deposit will be refunded to your original payment method. Please allow 3-5 business days for the funds to appear in your account.

Care for Gear & Cleaning Fees:

  • Please treat our equipment as if it were your own. Strictly NO smoking or open flames inside or near the tents, as this causes irreparable burn damage and odors.

  • Keep it Dry: Gear MUST be returned dry. We expect normal outdoor wear (minor dirt), but if items are returned soaking wet, with heavy mud, mold, or severe odors, a professional cleaning/drying fee of $20 - $100 may be deducted from your deposit.

Damage & Compensation:

  • Normal wear and tear (very light scuffs) will not incur any charges.

  • Severe damage (rips/tears, broken poles, burn marks, missing components) will result in repair or replacement costs deducted from the deposit. If the total damage exceeds the deposit amount, the renter is responsible for paying the full current Retail Value of the equipment.

Late Returns:

  • Please return the gear on the agreed date and time. Late returns severely impact the next camper's adventure. A flat Late Fee of $50 per day will be deducted from your security deposit for items not returned on time. If you foresee a delay, please contact us immediately.

🛡️ 4. Liability & "Try Before You Buy"

  • Liability & Safety: EnjoyCamping provides high-quality outdoor equipment, but camping carries inherent risks. By renting our gear (including power stations and high-temperature tools), you agree to use them responsibly and according to manufacturer instructions. EnjoyCamping is not liable for any personal injury, property damage, or loss that occurs during the use of our rented or purchased equipment.

  • Try Before You Buy Policy: If you rent our gear and purchase the equivalent brand-new item from us within 30 days of your rental return, we will credit 50% of your initial rental cost toward the purchase price! (Subject to stock availability).

✉️ 5. How to Initiate a Return or Report an Issue

To start a return, report a faulty item, or ask a question about your rental, please contact our support team at:

  • Email: colin@enjoycamping.com.au

  • Please include your Order/Booking Number in the subject line for faster processing.