Refund policy

Returns & Refunds Policy

Twin Rivers Firearms

Last updated: 06-02-2026

Twin Rivers Firearms (“we”, “us”, “our”) is committed to providing quality products and services in accordance with Australian Consumer Law (ACL) and all applicable New South Wales firearms legislation.

This policy applies to all purchases made in-store and online through twinriversfirearms.com.au.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • A repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy is intended to exclude, restrict, or modify any rights you have under Australian Consumer Law.

2. Firearms, Ammunition & Regulated Items (NSW Compliance)

Due to the highly regulated nature of firearms and ammunition in New South Wales, the following conditions apply:

Firearms

  • Firearms cannot be returned for change of mind

  • Firearms may only be returned where:

    • The firearm is faulty

    • The firearm is significantly damaged

    • The firearm is not as described

  • All firearm returns, transfers, or refunds must comply with:

    • The Firearms Act 1996 (NSW)

    • NSW Police Firearms Registry requirements

  • Where required, firearms must be returned or transferred via a licensed firearms dealer

Ammunition & Consumables

For safety and legal reasons:

  • Ammunition, primers, powders, and consumables are non-returnable

  • Refunds or replacements will only be provided where required under Australian Consumer Law

3. Change of Mind Returns (Non-Regulated Items Only)

Change of mind returns are accepted only for non-regulated items, such as accessories, apparel, optics, cases, and cleaning equipment.

Conditions:

  • Request must be made within 14 days of purchase

  • Items must be unused, unmodified, and in original packaging

  • Proof of purchase is required

  • Return shipping costs are the responsibility of the customer

  • Refunds will be issued to the original payment method once the item is received and inspected

Change of mind returns are not available for firearms, ammunition, or regulated items.

4. Faulty, Damaged, or Incorrect Goods

If you receive goods that are:

  • Faulty

  • Damaged during transit

  • Not as described

  • Incorrectly supplied

Please notify us within 7 days of receiving the item, providing:

  • Your order or receipt number

  • A description of the issue

  • Photographic evidence where applicable

We will assess the matter and provide a repair, replacement, or refund in accordance with Australian Consumer Law.

5. Online Orders vs In-Store Purchases

Online Orders

  • Return shipping costs (where applicable) are the responsibility of the customer unless the item is faulty or incorrect

  • Firearms purchased online must be transferred to a licensed NSW firearms dealer and are subject to all permit and licensing requirements

In-Store Purchases

  • Proof of purchase is required for all returns

  • Firearms and regulated items purchased in-store are subject to the same legal restrictions outlined in this policy

6. Licensing, Permits & Fees

  • Firearm transfer fees, permit fees, background check fees, and administrative charges are non-refundable

  • If a firearm transaction cannot be completed due to licensing, permit refusal, or expiry, any refund is at our discretion and may exclude associated fees already incurred

7. How to Request a Return

All return requests must be submitted before items are sent back.

Please contact us at:

📧 jenny@twinriversfirearms.com.au
🌐 twinriversfirearms.com.au

Do not return goods without prior authorisation.

8. Refund Processing

Approved refunds will be processed within 5–10 business days after the returned item is received and inspected.

ACCC Alignment Note

This policy has been drafted to align with ACCC best-practice guidance, including:

  • Clear acknowledgment of non-excludable consumer guarantees

  • No blanket “no refunds” statements

  • Separation of change-of-mind returns from ACL obligations

  • Firearms-specific exclusions based on lawful restrictions, not consumer rights