Your rights under the Australian Consumer Law

Sheldon and Hammond Pty Limited (S&H) is the Australian distributor of Osprey Packs, Inc.

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 (known as consumer guarantees) are in addition to the manufacturer’s warranty provided by Osprey Packs, Inc. and which are referred to as the All Mighty Guarantee.  A change of mind does not qualify as a consumer guarantee.

S&H will require satisfactory proof of purchase before providing a remedy under the consumer guarantees.

If you purchase an Osprey product from us through our online store and you believe your product is faulty or defective, please complete the claim form.  To assist with your claim please provide a detailed description of the defect (including photos) when completing the form.

S&H will respond to your warranty claim and may request for more information (if needed) and the next steps (which may include requiring you to return the product to S&H for an assessment). Before determining the remedy you are entitled to, in some cases we may need to send the item to Osprey for an assessment to confirm the problem.

If you are asked to return the product, S&H will pay for the cost of the postage from an Australian address to S&H. You are responsible for packaging the product to prevent it from further damage during transit.

If you have purchased an Osprey product from a retailer and you believe your product is faulty or defective, please contact that retailer directly.