Warranty & Return Policy

Returns, warranty and refunds

Having an issue? Don't worry, we've got you. At Incase, we take pride in crafting high-quality products and ensuring a seamless experience for our customers. Below is everything you need to know about our returns, warranty and refund policies for orders placed through au.incase.com or with our authorised Australian retailers.

This policy should be read together with your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies you have under Australian Consumer Law. Where there is any inconsistency between this policy and your rights under the Australian Consumer Law, the Australian Consumer Law prevails.

Your rights under the 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.

These rights apply regardless of any other warranty offered by Incase, and apply for a reasonable period after purchase based on the nature of the product and the price paid.

Change-of-mind returns

If you've simply changed your mind, we're happy to accept returns within 15 days of delivery, provided that:

• the product is unused, in its original condition, with all original packaging and tags attached
• you have proof of purchase (order number or receipt)

For change-of-mind returns:

• return shipping is at your cost
• a refund will be issued to your original payment method once we receive and inspect the returned item
• we are unable to accept change-of-mind returns on items that have been used, damaged after delivery, or are missing original packaging or accessories

To start a change-of-mind return, email us at australia@incase.com with your order number and we'll provide return instructions.

Faulty, damaged or incorrectly described products

If your product is faulty, has been damaged in transit, doesn't match its description, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, you are entitled to a remedy.

For major failures, you can choose between a refund or a replacement of the same product.

For minor failures, we will repair the product, replace it, or provide a refund.

In these cases, return shipping is at our cost. You will not be charged duties, taxes, or brokerage fees on repaired or replacement merchandise. We will assess and respond to your claim within a reasonable timeframe after receiving the returned product.

A "major failure" is defined under the Australian Consumer Law and generally includes situations where the product:

• has a problem that would have stopped you from buying it had you known about it
• is significantly different from the sample, demonstration model or description
• is substantially unfit for its purpose and can't easily be fixed within a reasonable time
• is unsafe

To start a claim, email us at australia@incase.com with your order number, a description of the issue, and photos where possible.

Incase manufacturer's warranty

In addition to your rights under the Australian Consumer Law, Incase provides a 1-year limited manufacturer's warranty on the following products purchased from au.incase.com or our authorised Australian retailers:

• Backpacks and bags
• Designed by Microsoft™ accessories
• MacBook and laptop protection
• AirPods accessories

This warranty covers defects in materials and workmanship under normal use, and entitles you to a replacement of the product (or a comparable replacement if the original is unavailable) at our cost.

This warranty does not cover:

• normal wear and tear
• damage to external hardware or devices used with an Incase product
• damage caused by misuse, accidents, neglect, tampering, unauthorised modifications, or alterations

The benefits given to you by this warranty are in addition to other rights and remedies you have under law in relation to the goods to which this warranty relates. 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.

To make a warranty claim, email australia@incase.com with:

• your au.incase.com order number or proof of purchase
• a description of the issue and photos where possible

To claim under this warranty, you may need to return the product to us. We will cover reasonable return shipping costs for valid warranty claims.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. Approved refunds are issued to your original payment method. Please note that your bank or card issuer may take a few business days to process and post the refund.

Contact

For all returns, warranty and refund enquiries: australia@incase.com