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30 days to find your fit.
Try your OUTTREK sensor. If it isn’t right for you, contact us within 30 days of delivery and return it for a full refund of the product price you paid. You pay return shipping for change-of-mind returns.
Last updated: 10 November 2026 · OUTTREK is operated by VEXIAN PTY LTD.
What is covered?
The offer covers OUTTREK sensors, hubs and hardware kits bought directly from outtrek.com.au. You may open, set up and reasonably test the product to decide whether it suits you. No fault or reason beyond “not right for me” is required. For purchases from another retailer, contact that retailer about its change-of-mind offer; your consumer guarantees still apply.
How to arrange your return
- Email info@vexian.com.au within 30 days of delivery. Include your order number or other proof of purchase, the items you want to return and your contact details.
- We will provide the return address and instructions. Do not send your parcel to a carrier depot or an address on the original label without checking with us.
- Disconnect the product safely and include its supplied parts and accessories. Use the original packaging if available, or other protective packaging. Original packaging is not mandatory.
- Pay for the change-of-mind return postage and keep your tracking and postage receipt. Our response time will not invalidate a request you sent within the 30-day period.
Take reasonable care of the hardware while trying it. Damage caused by misuse or missing supplied items may affect eligibility for this voluntary offer; we will explain any concern before resolving your request. This does not restrict a claim for a fault, an unsafe product or another consumer guarantee failure.
How refunds work
For an eligible return, we refund the full price actually paid for the returned product, including any applicable GST and after any discount. We do not deduct a restocking or payment-processing fee. If you return your entire hardware order under this offer, we also refund the original standard delivery charge you paid. For a partial return, the original delivery charge for the items you keep is not refunded. Your change-of-mind return postage is not reimbursed.
We process the refund without unreasonable delay once the return has been received and checked, normally to the original payment method. We will contact you if information is needed or there is a problem with the return. Your bank or payment provider may take additional time to show the refund.
Hub plans and whole-system trials
Buying hardware does not itself activate a monitoring subscription. If you return a complete OUTTREK system under the 30-day trial, include your app account email and hub details so we can match and arrange the associated app subscription refund for fees paid during that trial. Returning a single sensor does not automatically cancel or refund a plan used by a hub or other products you keep. Contact us about plan cancellation separately; do not assume posting hardware stops recurring billing.
Faulty, damaged or incorrect products
Contact us if a product is faulty, unsafe, not as described, damaged on arrival or incorrect. The 30-day limit and change-of-mind postage rule do not limit your rights under the Australian Consumer Law. Keep postage receipts: where a product is confirmed to have a consumer guarantee problem, we reimburse reasonable return costs. Contact us first if removal or transport would be costly, unsafe or difficult so we can arrange an appropriate solution.
For a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we can generally provide a free repair within a reasonable time; if the problem is not resolved, further rights may apply. You do not need original packaging to exercise these rights. See our consumer guarantees information and the ACCC guidance.
Earlier orders and changes
This policy describes the current offer. If your purchase was made under an earlier or more generous advertised offer, including seller-paid return postage, we will honour the terms offered with that purchase. Policy changes do not retrospectively remove your existing rights or agreed benefits.