Refund, Returns & Hire Cancellation Policy

Last updated: 25 August 2026

MarKay Outdoors supplies equipment for dry hire in Mackay and surrounding areas and also sells selected products through our online store.

This policy explains how cancellations, refunds, returns, faulty products and supplier-fulfilled orders are handled.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law (ACL).

Equipment Hire Bookings

Equipment hire bookings are different from purchases of physical products.

When you book hire equipment, that equipment is reserved for the agreed hire period and may be unavailable to other customers.

Cancelling or Changing a Hire Booking

If you need to cancel or change your booking, please contact MarKay Outdoors as soon as possible.

Whether a booking payment, deposit or holding fee is refundable may depend on:

how much notice is provided;
whether the equipment has already been reserved or prepared for the hire;
whether the hire period has commenced;
any specific cancellation conditions disclosed when the booking was made; and
your rights under the Australian Consumer Law.

Where possible, MarKay Outdoors may offer a change of booking date or credit instead of cancellation.

Any approved change is subject to equipment availability.

Early Return of Hire Equipment

Returning equipment before the end of the booked hire period does not automatically entitle the hirer to a partial refund.

Once equipment has been reserved and the hire has commenced, the full agreed hire charge will generally remain payable unless otherwise agreed by MarKay Outdoors or required by law.

Weather and Site Conditions

Customers are responsible for considering expected weather, ground conditions and site suitability before hiring equipment.

Rain, wet ground, unsuitable site conditions or a change in the customer’s plans do not automatically entitle the customer to a refund once the hire has commenced.

If severe weather or other circumstances arise before the hire begins, contact MarKay Outdoors as early as possible. Where practical, we may allow the booking to be moved to another available date.

Equipment Faults or Problems During Hire

If hired equipment develops a fault or is not operating correctly, stop using the equipment if continued operation may cause damage or create a safety risk and contact MarKay Outdoors as soon as possible.

We must be given a reasonable opportunity to assess the problem.

Depending on the circumstances, we may provide troubleshooting assistance, repair or replace the equipment, reschedule the hire, provide an appropriate credit or refund, or another remedy required under Australian Consumer Law.

Refunds will not normally be provided for problems caused by misuse, incorrect operation, unauthorised modification, unsuitable site conditions or damage caused by the hirer, except where required by law.

Retail Products

This section applies to physical products purchased from MarKay Outdoors, including lawn-care products, accessories and other goods sold through our online store.

Faulty, Damaged or Incorrect Products

Please contact MarKay Outdoors as soon as reasonably possible if a product:

arrives damaged;
is faulty;
is materially different from its description;
has missing components; or
is not the product you ordered.

We may request photographs, video or other information reasonably required to assess the issue.

Please do not dispose of or return a faulty or damaged product without contacting us first, as the product may need to be inspected or returned using specific instructions.

Where the Australian Consumer Law applies, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Supplier-Fulfilled and Dropshipped Products

Some products sold by MarKay Outdoors may be stored, dispatched or fulfilled by a third-party Australian supplier, including products supplied through Dropshipzone.

Your purchase remains an order placed with MarKay Outdoors, and you should contact us regarding any return, warranty or refund request.

Do not send a supplier-fulfilled product directly back to the supplier unless MarKay Outdoors has provided return instructions.

Supplier-specific return procedures and warranty conditions may apply in addition to your rights under Australian Consumer Law.

Change-of-Mind Returns

MarKay Outdoors is not legally required to provide a refund simply because a customer changes their mind.

However, we may consider change-of-mind returns for eligible products.

For supplier-fulfilled products, including products supplied through Dropshipzone, eligibility depends on the applicable supplier’s return conditions.

Where the standard Dropshipzone change-of-mind policy applies, a request must generally be made within 14 days of delivery.

Products generally need to remain unused, unopened and in their original packaging.

Certain products, opened packages, health and safety products, bulk purchases and products covered by supplier-specific exclusions may not be eligible for change-of-mind returns.

Do not return an item until MarKay Outdoors has approved the return and provided instructions.

Change-of-Mind Return Costs

Where a change-of-mind return is accepted, the customer may be responsible for return freight and other reasonable return costs.

For products covered by the standard Dropshipzone return policy, a 10% restocking fee and applicable return postage may be deducted from the refund.

Different supplier-specific conditions may apply to some products.

These deductions apply only to eligible change-of-mind returns and do not limit any rights a customer has regarding faulty or non-compliant goods under Australian Consumer Law.

Orders Already Dispatched

If you request cancellation after a physical product has already been dispatched, we may be unable to stop the shipment.

If the cancellation is due to a change of mind, the applicable return conditions, return freight and any permitted restocking costs may apply once the product is returned.

Incorrect Address or Unclaimed Deliveries

Customers are responsible for providing complete and accurate delivery information.

Products returned to sender because of an incorrect or incomplete address, failure to collect the delivery or another customer-caused delivery issue may be treated as a change-of-mind return.

Additional return-to-sender, redelivery or other reasonable shipping costs may apply.

Refund Processing

Approved refunds will normally be returned to the original payment method used for the purchase.

Once MarKay Outdoors processes a refund, the time taken for the funds to appear in your account may depend on your bank or payment provider.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Contact MarKay Outdoors

For equipment hire cancellations, product returns, warranty claims or refund enquiries, contact MarKay Outdoors before returning any goods.

Phone: 0418 786 926
Email: info@markayoutdoors.com.au

MarKay Outdoors
Mackay, Queensland