Warranty
Last updated: September 2026
We want you to be happy with every order. This page explains your rights under the Australian Consumer Law, and our own change-of-mind returns policy on top of those rights.
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.
This means that if a product you receive is faulty, damaged in transit, significantly different from its description, or not fit for the purpose it is normally used for, you may be entitled to a free repair, replacement or refund, regardless of any other returns policy on this page.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty, or you receive the wrong product, please contact us at support@traegerpellet.com within 30 days of delivery with:
- Your order number
- A description of the issue
- Photos of the product and packaging, where possible
We will assess your claim promptly and, where the Australian Consumer Law entitles you to a remedy, arrange a replacement, repair or refund at no cost to you, including reasonable return shipping where required.
Change of Mind Returns
In addition to your consumer guarantee rights above, we accept change-of-mind returns within 30 days of delivery, provided that:
- The product is unopened, unused and in its original packaging
- You provide proof of purchase (order number or receipt)
- You contact us at support@traegerpellet.com before sending the item back
For change-of-mind returns, the customer is responsible for return shipping costs unless we advise otherwise. Once we receive and inspect the returned item, we will process your refund to your original payment method within 4 business days.
Because pellets are a consumable product, we are only able to accept change-of-mind returns on unopened bags. This does not affect your rights under the Australian Consumer Law for faulty or damaged products.
How Long Does a Refund Take?
Approved refunds are processed back to your original payment method. Please allow [NUMBER] business days for the refund to appear, depending on your bank or payment provider.
International Orders
The Australian Consumer Law applies to goods supplied in Australia. For orders shipped outside Australia, please contact us directly to discuss returns, faults or damaged items, and note that any consumer rights in your own country may also apply.
Contact Us
For any warranty, returns or refund enquiry, contact us at support@traegerpellet.com.