Refund policy

Returns & Refunds

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

Eligibility

  • Items may be returned within 30 days of purchase

  • Returned items must be unused, in as-new condition, and include all original tags and packaging

  • Exclusions: Safety-rated equipment, sale/clearance items, and custom/special orders are final sale and cannot be returned for change of mind

  • Items purchased from an authorised dealer or other retailer must be returned to the original place of purchase

If your order has already shipped, cancellation is not possible and the standard returns process will apply.

No Returns on Safety Equipment

The safety of the climbing community is our highest priority. For this reason, we cannot accept returns or exchanges on safety-rated equipment unless the item is faulty.

This includes (but is not limited to):

  • Harnesses

  • Ropes & cords

  • Slings & webbing

  • Carabiners & quickdraws

  • Helmets

  • Any other load-bearing or life-supporting equipment

Once purchased, we cannot verify an item’s history (such as falls, extreme storage conditions, or modifications), so our policy is strictly no returns on safety equipment for change of mind or incorrect size.

Faulty or Incorrect Items

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

  • Contact us immediately at support@ocun.com.au

  • Products are covered by the manufacturer’s warranty against defects

  • For approved claims, we’ll provide a pre-paid return shipping label

  • You may choose a full refund or a replacement item (subject to availability)

How to Start a Return

  1. Check eligibility – review this policy to confirm your item qualifies

  2. Contact us – email support@ocun.com.au with your order number, item details, and reason for return. For faulty items, please include photos

  3. Receive instructions – our team will send you return details and the mailing address. Do not send items back before contacting us

  4. Package your item – securely pack in original packaging. Use a trackable service, as we can’t be responsible for items lost in transit

Refunds

  • Once your return is received and approved, refunds are processed to your original payment method

  • Please allow 8–10 business days for the credit to appear

  • Shipping costs are non-refundable. For change-of-mind returns, you are responsible for return shipping costs

Exchanges

  • Exchanges are available for eligible, non-safety items (e.g. different size or colour), subject to stock availability

  • Please follow the standard return process and indicate you would like an exchange

  • Replacement items are shipped once the original return is received and approved

Need Help?

📧 Email: support@ocun.com.au
For further assistance visit our Contact Us page.