Bought something from

Anaconda

that broke too soon?

Anaconda stands behind the quality of every product it sells, honouring all manufacturer warranties and providing customers with the full protections of Australian Consumer Law (ACL).

In simple terms: if your outdoor gear or equipment fails due to a manufacturing fault, material defect, or workmanship issue, Anaconda will help you secure a repair, replacement, or refund, depending on the situation and product type.

Coverage includes:

• Manufacturer defects: Faults in stitching, seams, structure, electrical components, or materials.
  
  
• Workmanship issues: Failures in construction that compromise performance or safety.
  
  
• Defective components: Items such as zippers, wheels, or electronics that fail under normal use.
  
  
• Major failures: Under ACL, if a product fails to meet acceptable quality, you are entitled to choose a refund or replacement.
  
  

Standard warranty terms:

• Most products carry a 12-month warranty (or longer, per brand).
  
  
• Fluid Bicycles – Lifetime warranty on the frame (original owner).
  
  
• Reid e-scooters – 12-month manufacturer warranty.
  
  
• All coverage begins from the date of purchase and applies to normal recreational use.
  
  

Legal guarantees: Even after a manufacturer’s warranty expires, ACL ensures you remain protected if a product fails earlier than expected for its price and purpose.

Making a warranty claim with Anaconda is straightforward. Here’s how to do it:

Step 1: Contact Anaconda

• Visit your nearest Anaconda store, or
  
  
• Call 1300 558 990, or
  
  
• Submit a claim via the Anaconda Customer Enquiry Form.

Explain the problem clearly and provide your purchase details.

Step 2: Provide product information

Have ready:

• Your proof of purchase (receipt or online tax invoice).
  
  
• Product model, serial number, or description.
  
  
• A short summary of the issue (e.g., “Tent pole snapped under light use after one week”).
  
  

Step 3: Submit evidence‍

Anaconda may ask for photos or videos showing the defect to speed up assessment. You can upload these online or show them in-store.

Step 4: Product inspection

• In-store claims: Bring the item to your local Anaconda for inspection.
  
  
• Large items or remote claims: Anaconda will advise on shipping or refer the item to the manufacturer for evaluation.
  
  

Step 5: Resolution
Once approved, Anaconda will:

• Repair the item (if practical), or
  
  
• Replace it with the same or equivalent product, or
  
  
• Refund the purchase price.
  
  

💡 Tip: Not sure whether to contact Anaconda or the brand directly? Start with Anaconda, their support team will guide you to the right path.

Anaconda’s warranty covers manufacturing faults, not damage caused by misuse, neglect, or wear from normal use.

Not covered under warranty:

• Normal wear and tear: Fabric fading, scuffs, tire wear, or corrosion from environmental exposure.
  
  
• Misuse or neglect: Using products beyond their intended purpose (e.g., overloading a tent or improper cleaning of an e-scooter).
  
  
• Accidental damage: Breakage due to dropping, crushing, or transport mishandling.
  
  
• Alterations or modifications: Unauthorised repairs, adjustments, or custom modifications void warranty.
  
  
• Lack of maintenance: Failing to follow care or servicing recommendations (e.g., not lubricating bike chains or storing electronics improperly).
  
  
• Cosmetic imperfections: Scratches, chips, or surface rust that don’t affect performance.
  
  
• Second-hand items: Warranty applies only to the original purchaser with proof of purchase.
  
  

✅ Covered Example: A zipper on a brand-new tent splits under light use after one weekend.
‍
❌ Not Covered Example: The same zipper fails after a year of heavy camping due to wear-and-tear.

Having the right information ready will help your warranty claim move quickly.

You’ll need:

• Proof of purchase:
  
  
  • Original store receipt, online invoice, or bank statement showing the transaction.
    
    
  • Gift receipt accepted for gifted items.
    
    
• Product details:
  
  
  • Brand, model name, serial or batch number (if applicable).
    
    
• Photos or videos:
  
  
  • Clear evidence of the defect (close-up and full product images).
    
    
• Description of issue:
  
  
  • When and how the fault occurred.
    
    
• Warranty card (if provided):
  
  
  • Optional, but useful for manufacturer-specific claims.
    
    

💡 Tip: Keep your receipts and documentation for at least the length of the product’s expected lifespan to ensure smooth processing if issues arise.

The length of your claim depends on the product and issue, but Anaconda aims for quick, transparent resolutions.

Typical timeline:

• Immediate: Simple in-store exchanges or refunds for clear-cut issues (e.g., broken zippers, missing parts).
  
  
• 1–3 business days: Initial store or online claim assessment.
  
  
• Up to 2 weeks: For items requiring manufacturer or service centre evaluation.
  
  
• Repairs: If parts must be ordered, allow additional time (usually 2–4 weeks).
  
  

Process milestones:

1. Claim lodged and acknowledged.
   
   
2. Product assessed (in-store or via manufacturer).
   
   
3. Outcome determined (repair/replacement/refund).
   
   
4. Resolution implemented and customer notified.
   
   

Anaconda staff will keep you updated via email or phone, and most customers see resolution within 7–14 days.