Refund policy

Returns & Refunds

We want you to be happy with your purchase from www.ocun.com.au. Please read the guidelines below before starting a return.

Eligibility

Change-of-mind returns are self-serve and can be started from your account (see "How to request a return" below). To qualify, items must be:

  • Returned within 30 days of purchase
  • Unused and in as-new condition, with all original tags and packaging

These are final sale and can't be returned for change of mind:

  • Safety-rated equipment (see below)
  • Sale and clearance items
  • Custom and special orders

Items bought from an authorised dealer or another retailer must be returned to their original place of purchase.

No returns on safety equipment

The safety of the climbing community comes first, so we can't accept change-of-mind returns or exchanges on safety-rated gear. Once an item leaves our hands we have no way to verify its history, such as falls, storage conditions, or modifications, so this applies even to unused items or the wrong size.

This includes (but isn't limited to):

  • Harnesses
  • Ropes & cords
  • Slings & webbing
  • Carabiners & quickdraws
  • Helmets
  • Any other load-bearing or life-supporting equipment

Safety-rated items can only be returned if they're faulty (see "Faulty or incorrect items").

How to request a return 

To start a return, email us before sending anything back:

  1. Check eligibility — review this policy to confirm your item qualifies.
  2. Email support@ocun.com.au with your order number, item details, and reason for return. For faulty items, please include photos.
  3. We'll reply with the return details and mailing address. Please don't send anything back before contacting us.
  4. Pack your item securely in its original packaging, and use a trackable service, as we can't be responsible for items lost in transit.

For change-of-mind returns you cover the return postage, and original shipping costs aren't refundable.

Faulty or incorrect items

If you receive a faulty, damaged, or incorrect item:

  • Email support@ocun.com.au with your order number and photos of the issue
  • Products are covered by the manufacturer's warranty against defects
  • For approved claims, we'll send you a pre-paid return shipping label
  • You can choose a full refund or a replacement, subject to availability

Please contact us before sending anything back.

Exchanges

Exchanges are available on eligible, non-safety items (for example, a different size or colour), subject to stock. Follow the return steps above and note that you'd like an exchange. Your replacement ships once we've received and approved the original return.

Refunds

Once your return is received and approved, we'll refund your original payment method. Please allow 8–10 business days for the credit to appear. Shipping costs aren't refundable, and for change-of-mind returns you cover the return postage.

Need help?

📧 support@ocun.com.au — or visit our Contact Us page.