Policies

Terms and Conditions

These Terms and Conditions govern the use of the Terrak Australia website, products, and services.

By accessing this website, browsing our content, contacting us, or purchasing from us, you agree to these Terms and Conditions.

About Us

Terrak Australia is an Australian outdoor and camping brand based in Brisbane, Australia.

For all enquiries, please contact:

Terrak Australia
Email: info@terrak.com.au

Website Use

By using this website, you agree to use it only for lawful purposes and in accordance with these Terms and Conditions.

These terms apply to all visitors, customers, and users of the website, including anyone who accesses our products, services, content, features, or information.

You must not use this website in a way that is unlawful, harmful, misleading, abusive, fraudulent, or damaging to Terrak Australia or other users.

Products and Orders

All product descriptions, pricing, availability, specifications, images, and information are provided as accurately as possible, but they may be subject to change without notice.

Terrak Australia reserves the right to refuse, cancel, or limit orders at our discretion, including where there are pricing errors, stock availability issues, suspected fraudulent activity, incorrect information, or circumstances outside our control.

By placing an order through our website, you agree to our:

Return Policy
Cancellation PolicyShipping and Delivery Policy
Privacy Policy

Product Images and Information

Product images are provided for display and reference purposes. Colours, materials, finishes, accessories, and details may vary slightly depending on the product, screen settings, supplier updates, or manufacturing changes.

Customers are responsible for checking product details, specifications, sizing, compatibility, and suitability before purchasing.

Payment Methods

We accept approved payment methods available at checkout, including major credit and debit cards and secure online payment providers.

All payments are processed securely through third-party payment providers.

Terrak Australia does not store full credit card or debit card details.

Shipping and Delivery

Shipping and delivery timeframes may vary depending on product availability, customer location, carrier schedules, and other circumstances outside our control.

Estimated delivery times are provided as a guide only and are not guaranteed.

Customers are responsible for ensuring that all shipping information provided at checkout is accurate and complete.

If an order arrives damaged during transit, customers must contact Terrak Australia within 48 hours of delivery with photos and order details.

Cancellations

Orders may be cancelled before dispatch.

Once an order has been shipped, cancellation may no longer be possible.

To request a cancellation, please contact Terrak Australia as soon as possible with your order details.

Returns and Refunds

Returns are accepted within 30 days of delivery for items that are unused, in original condition, and returned in their original packaging.

Change of mind returns are accepted on eligible items, provided the product has not been used, installed, damaged, or altered.

Due to the size and nature of rooftop tents and large outdoor products, change of mind returns may be subject to approval and restocking fees.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos and your order details.

Approved refunds will be processed to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Nothing in these Terms and Conditions excludes your rights under Australian Consumer Law.

User Comments and Conduct

Users must not post, upload, submit, or share content that is unlawful, offensive, misleading, defamatory, abusive, inappropriate, or harmful.

Copyrght infringement in comments, reviews, uploads, or shared content is strictly prohibited.

Terrak Australia reserves the right to remove content or restrict access where necessary.

Protected Content and Copyright

All content on this website, including logos, branding, text, graphics, product images, videos, designs, downloads, and media, is owned by or licensed to Terrak Australia and protected under Australian copyright laws.

Content from this website must not be copied, reproduced, distributed, downloaded, modified, or used for commercial purposes without prior written permission.

Protected member site assets, including private images, videos, downloads, or restricted content, must not be shared, redistributed, or publicly distributed.

Reporting Copyright Infringement

If you believe your copyrighted work has been used improperly on this website, please contact us with relevant details so we can investigate and respond appropriately.

Email: info@terrak.com.au

Limitation of Liability

Terrak Australia is not liable for damages, loss, injury, delays, or costs resulting from misuse, improper installation, incorrect use, external factors, or use of products outside their intended purpose or guidelines.

Customers are responsible for ensuring products are installed, used, secured, maintained, and operated correctly and safely.

This includes checking vehicle compatibility, roof load ratings, mounting systems, installation requirements, and safe use before using rooftop tents, roof racks, awnings, camping furniture, or other outdoor products.

Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia.

By using this website or purchasing from Terrak Australia, you agree to submit to the jurisdiction of the courts of Queensland, Australia.

Contact Us

For any questions about these Terms and Conditions, please contact:

Terrak Australia
Email: info@terrak.com.au

Shipping and Delivery Policy

Terrak Australia ships selected products across Australia. Shipping options, costs, and delivery availability may vary depending on the product type, customer location, stock availability, and carrier service areas.

Rooftop Tent Delivery

At this stage, rooftop tent delivery is available to customers located in South East Queensland only.

Rooftop tent delivery within eligible South East Queensland areas is currently offered with free delivery.

Once your rooftop tent order has been shipped or is ready for delivery, Terrak Australia will contact you with an estimated delivery timeframe.

Estimated delivery timeframes are provided as a guide only and may vary depending on stock availability, scheduling, location, access, weather, and other circumstances outside our control.

Customers are responsible for ensuring that the delivery address, contact details, and delivery access information provided are accurate and complete.

Other Products Delivery

For products that are not rooftop tents, shipping is available Australia wide.

Standard delivery timeframes for non-rooftop tent products are usually:

Metro areas: 2–7 business days
Regional areas: 5–10 business days
Remote areas: 7–14 business days

These timeframes are estimates only and may vary depending on the customer’s location, carrier delays, public holidays, weather events, and stock availability.

Shipping costs for non-rooftop tent products may be calculated at checkout or provided before the order is confirmed, depending on the product and delivery location.

Back Orders and Pre-Orders

Some products may be available for back order or pre-order when stock is not immediately available.

For back order or pre-order products, shipping and delivery timeframes begin once the product has arrived in stock, been processed, and is ready for dispatch or delivery.

Estimated arrival dates and delivery dates are provided as a guide only and may change due delays, weather events, or other circumstances outside our control.

Customers who place a back order or pre-order will be notified once the product is ready for dispatch, delivery, or collection.

Deposits and Payments

Back orders and pre-orders may require full payment or a deposit at the time of purchase, depending on the product and payment option offered.

Where a deposit option is available, the remaining balance must be paid before the product is dispatched, delivered, or made available for collection.

Terrak Australia may contact customers when stock is close to arrival or ready for dispatch to arrange final payment, delivery, or collection.

Shipping and Delivery for Back Orders and Pre-Orders

Shipping and delivery timeframes for back order and pre-order products begin once the product has arrived in stock, cleared any required checks, and is ready for dispatch.

Estimated shipping dates shown on the website, product page, invoice, or order confirmation are estimates only and should not be treated as guaranteed delivery dates.

Large items such as rooftop tents may require specialised freight, courier booking, depot delivery, local delivery, or customer collection depending on the customer’s location and the product size.

Customers are responsible for ensuring their delivery address, contact details, and access information are correct before dispatch. Additional delivery fees may apply if incorrect details are provided, delivery access is restricted, or re-delivery is required

Cancellations for Back Orders and Pre-Orders

Customers may request to cancel a back order or pre-order before the product has been dispatched.

If the product has not yet been dispatched, Terrak Australia will review the cancellation request and advise whether a refund, partial refund, store credit, or other resolution is available.

For special order, custom order, supplier-confirmed, or reserved stock items, cancellation may be subject to approval, supplier fees, restocking fees, payment processing fees, or other reasonable costs already incurred.

Once a back order or pre-order item has been dispatched, the standard Returns Policy applies.

Refunds for Unavailable Stock or Delays

If Terrak Australia is unable to supply a back order or pre-order product due to stock unavailability, supplier cancellation, or circumstances outside our control, customers will be offered an appropriate resolution, which may include a refund, alternative product, store credit, or revised delivery timeframe.

Where a refund is approved, it will be processed to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Delivery Delays

Terrak Australia will make reasonable efforts to keep customers updated if there are significant delivery delays.

Terrak Australia is not responsible for delays caused by carriers, suppliers, customs, weather, incorrect customer information, restricted delivery access, or other circumstances outside our control.

Delivery Address and Access

Customers are responsible for providing accurate delivery information at checkout.

Additional delivery fees may apply if incorrect delivery details are provided, if re-delivery is required, or if delivery access is restricted.

For large or bulky items, customers may need to be available to receive the delivery at the arranged time.

Damaged Items During Delivery

If your order arrives damaged, please contact Terrak Australia within 48 hours of delivery with:

Your order number
Photos of the damaged item
Photos of the packaging
A clear description of the issue

We will assess the issue and arrange an appropriate resolution in accordance with Australian Consumer Law.

Contact

For shipping and delivery enquiries, please contact:

Terrak Australia
Email: info@terrak.com.au

Returns Policy

At Terrak Australia, we want our customers to feel confident when purchasing from us.

Returns

We accept returns within 30 days of delivery for items that are:

Unused
In original condition
Returned in their original packaging
Not installed, damaged, altered, or misused

To request a return, please contact our team with your order number and reason for return.

Change of Mind Returns

Change of mind returns are accepted on eligible items, provided the item is unused, in original condition, and returned in its original packaging.

Due to the size and nature of rooftop tents and large outdoor products, change of mind returns for rooftop tents may be subject to approval and restocking fees.

For all other eligible items, change of mind returns may be accepted as long as the product meets the return conditions.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery.

Please include:

Your order number
Photos of the damage or fault
A clear description of the issue
Photos of the packaging if the item was damaged during delivery

We will assess the issue and arrange an appropriate resolution, which may include replacement parts, exchange, repair, or refund in accordance with Australian Consumer Law.

Incorrect Items

If you receive the wrong item, please contact us as soon as possible with your order details and photos of the item received.

We will review the issue and arrange a suitable resolution.

Non-Returnable Items

The following items may not be eligible for return:

Used products

Installed products
Products damaged through misuse
Products damaged through improper installation
Products not returned in original condition
Products missing original packaging or parts
Custom, special order, or clearance items where stated at the time of sale

Refunds

Once a returned item has been received, inspected, and approved, refunds will be processed to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Shipping fees may not be refundable unless the item is faulty, damaged, or incorrect.

Return Shipping

Customers are responsible for return shipping costs for change of mind returns.

For faulty, damaged, or incorrect items, Terrak Australia will assess the issue and advise the next steps.

We recommend using a tracked shipping service when returning items, as we cannot take responsibility for returns lost in transit.

Australian Consumer Law

Nothing in this Returns Policy limits or removes your rights under Australian Consumer Law.

You are entitled to a remedy where a product has a major failure or does not meet consumer guarantees.

Contact Us

For all return, refund, and warranty enquiries, please contact:

Terrak Australia
Email: info@terrak.com.au