Refunds or exchanges are not offered for change of mind or misuse of items. If a product is faulty a refund or replacement product will be offered.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue
and reach an acceptable outcome. 

A refund or replacement is offered if the product is faulty, you must provide satisfactory proof of purchase. If the item is damaged due to manufacturing fault and is not
exchangeable, we may issue a refund.

To start a refund request, please contact us at tourism@shoalhaven.nsw.gov.au within a reasonable time frame.

Refunds will be issued using your original payment method (includes the same card or device as purchase). However, if the original payment method cannot be
verified due to a different digital platform, such as mobile payment, watch payment, e-wallet etc. or a card was replaced, then you will be asked for proof of identity.

The acceptable forms of proof of identity are:

• Australian Driver’s Licence
• Australian Citizenship Certificate
• Passport
• Australian document of identity

When requesting a refund, you will be asked for information that is relevant to your refund, or to satisfy legislative requirements. If you do not provide this information,
then we may be unable to process your refund.

We may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange, voucher,
refund or repair where the item fault is a result of misuse or neglect.

Please get in touch if you have questions or concerns about your specific item.