Please note our store business days are Monday - Friday 9am - 5pm, we will however endeavor to reply and ship orders as soon as possible even outside of hours.

All orders will be fulfilled and shipped out within 4 business days from order unless otherwise discussed. (tracking numbers may be automatically generated but does not mean shipping has started, for this you will need to check the number on the shipping carriers website).

We offer a few types of shipment methods, 'Regular' and 'Express'. Some products will state Tracked or Untracked, we offer no refund,exchage or replacement warranty on any undelivered orders when 'Untracked' is chosen, unfortunately we have no control over the shipping standards of the couriers.

An order may be cancelled by the purchaser up until a tracking number has been applied.

Once a tracking number is applied the order can only be cancelled with the cost of shipping deducted. This applies even if the customers order is marked as 'Free Shipping", we will provide an invoice to show Forbidden Gearhouse's cost to ship the order. 

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02/06/2024 UPDATE TO POLICY - In a change to the below statement, withi 10 days from date of delivery will now be accepted .

Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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Change of mind purchases are not accepted unless discussed directly with us to formalise an outcome.

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Mistakes happen, so we may accidentally ship the wrong item/s. We hope this never happens but if it does we of course will pay for the return shipping and give the customer the choice of either a refund or replacement at no cost. The customer must assist us in printing a supplied label and handing the items to our prefferered courier. If not, we assume the customer has no problem in keeping the incorrect items which will result in no refund on that item.

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To be eligible for a return, your item must be returned in an unused state (or looking like it has been unused) and in the same condition that you received it with no damage from the consumer. Returned damaged items will not be accepted as an approved return. It must also be in packaging suitable for transit with no risk of damage.

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Non-refundable , non-repairable and non-replacement items:

*Any item return with damage from the customer shall not be accepted under this policy

*If a refund/repair/replacement claim is not approved due to damage the buyer has 2 options, surrender the item to Forbidden Gearhouse or pay for return shipping (return shipping may be paid for by Forbidden Gearhouse if deemed necessary). If return shipping option is selected the matter is deemed as resolved and no further action by both parties will be or can be taken.

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Non-returnable items:

* Custom items or any item/service the customer has explicitly requested a change/modification

* Gift cards / Promo Codes

* Giveaways as a part of a promotion

* Raffled items 

* "scratch and dent" sale items.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 10 days after delivery

* If the customer believes there may be a defect or issue with the item/s , upon return and inspection of the items we will refund the order minus a restocking fee which will be equivalent to the return shipping price.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at brad@forbiddengearhouse.com.au

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at brad@sharktoothtackle.com.au and we can arrange postage details.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If the customer provides an incorrect address, Forbidden Gearhouse will not be responsible for the shipping cost or re-sending the items or re-sending a returned package no matter if the original purchase included our 'free shipping' offer. A minimum of $25 wiill be invoiced to re-send a returned package (this may be higher dependant on the weight and dimensions of the items).

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