Product support

Your consumer rights.

Last updated: 10 November 2026 · VEXIAN PTY LTD, operating OUTTREK.

Your rights for faulty or non-compliant products are separate from our voluntary 30-day change-of-mind offer.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For minor problems, we can generally offer a free repair within a reasonable time; additional remedies may be available if the problem is not resolved. Consumer guarantees can apply beyond a stated manufacturer’s warranty period. This page does not set an arbitrary expiry on them or create a separate fixed-term warranty against defects.

Get help with a product

Email info@vexian.com.au with proof of purchase, the product/device identifier if available and a description of the problem. We may ask for reasonable troubleshooting information. You are not required to have original packaging or deal directly with the manufacturer instead of us.

Return costs

We reimburse reasonable postage or transport costs where a product is confirmed to have a consumer guarantee problem. Keep your receipts. Contact us first if returning or removing a product would be unsafe, difficult or costly. The customer-paid return postage rule for a change of mind does not override these obligations.

Not the right fit?

If your hardware works but isn’t right for you, see the 30-day returns policy: request your return within 30 days of delivery for a full product-price refund, with change-of-mind return shipping paid by you.

Further information: ACCC repairs, replacements and refunds guidance.