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Returns & Refunds Policy

SPORTIQ INDUSTRIES RETURNS & REFUND POLICY

This policy is created to protect you and protect us, it’s about fairness. This policy governs all purchases from Sportiq, outlining our procedures and guidelines.

COMMON QUESTIONS/PROCESSES

  • You have 30 days to return the item.
  • If they arrive broken, take photos of the packaging, item and any damage and email to info@sportiq.com.au.
  • If you wish to return due to change of mind - please email info@sportiq.com.au for instructions. 

CONSUMER PROTECTION

Sportiq guarantees that all our products are free from defects in materials and workmanship, ensuring they are fit for their intended purpose and of acceptable quality. We comply with all consumer protection laws that apply.

Under these laws:

  • You have rights that cannot be excluded under the applicable consumer protection regulations.
  • In the event of major failures with a product or service, you have the right to choose between a refund or replacement.

If any inconsistency arises between the terms of this Policy and the relevant consumer protection laws, the latter will take precedence.

For comprehensive information about your rights as a consumer in Australia, find information here: Australian Consumer Law

RETURN PROCESS

If a product you have purchased fails to meet one or more of the Consumer Guarantees under the applicable consumer protection laws, you may return it for a refund. In some cases we may need to inspect or investigate, additionally we may in some cases refund without requiring items returned.

In instances when an incorrect item is shipped to you, please notify us straight away, preferably within 3 business days of receiving the delivery. We will arrange for the correct item to be sent to you and handle the return of the mistakenly shipped item at our expense.

For any returns we set a timeframe of 30 days.

ADDRESS ACCURACY

It is crucial to ensure that your order information is accurate, especially your delivery address:

  • If the provided address is incorrect, resulting in the return of the package, you will be responsible for any additional shipping charges required to deliver your order.
  • If our delivery partner (usually Australia Post) are unable to deliver your order due to errors on your part the item may be returned to Sportiq or the carrier may (although this shouldn’t happen) charge us additional fees..
  • In case these happen, we reserve the right to cancel orders and refund deducting any extra charges, or keep items returned to us unless a $10 shipping fee is paid. 

CHANGE OF MIND

Sportiq offer a 30 day return policy. You shouldn’t have to keep something that doesn’t suit you, is the wrong size or you simply don’t want. However, the item (including any accessories) needs to come back to Sportiq in the same condition it left. Once it’s back in sellable condition, a refund will be processed within 48 hours.

If you request a change of mind or cancellation before the item is dispatched for delivery, we should be able to cancel our shipping booking in which case there won’t be an extra charge.

    DAMAGED PRODUCTS DURING DELIVERY

    In the event that a product you ordered arrives damaged during delivery, please contact us as soon as possible, ideally within 3 days of receiving the item. Generally we require:

    • Image of the packaging as it arrived
    • Image of the product
    • image of the specific damage
    • Your preferred resolution (refund or replacement)

    Sportiq reserve the right to decide the resolution, within consumer law. Some possible resolutions are:

    • Replace the product, subject to availability.
    • Refund your order 
    • Suggest self-repair or local trade repair, with compensation to you.
    • Arrange for the product to be returned

    If we require you to return the product, we will cover the cost of the return. Replacement products or parts will be processed in line with our standard order dispatch and shipping timeframes.

    If an item is returned but is damaged during delivery, we may withhold a refund pending an investigation. We generally provide the shipping label for returns, in this case we keep you updated of our insurance requests and once approved we then pay a refund.

    If it is found that an item was not damaged in transit and was damaged by the customer, or the incorrect item is returned to us, we may not process a refund.

    PRODUCT RETURN SHIPPING LOGISTICS

    Any returned product must be in the same condition as when you received it. We will provide a return shipping label instructions at the time, however these will be:

    • Repackage the item safely and securely to travel with a courier service
    • Place the return label provided by Sportiq on the package
    • Take a photo of the package clearly showing the label (this is for insurance reasons)
    • We provide refunds once the item arrives back, so that we can confirm it is the correct item and in sellable condition. 
    • if packaging is not damaged, but an item is damaged, we may need to investigate further.

    EXCEPTIONS

    Sportiq may refuse to provide a repair, replacement, or refund if:

    • The product was misused in a manner causing the issue.
    • The request was not made within 30 days of receiving the product. 
    • The issue is a result of your actions.
    • Any other exceptions defined under the applicable consumer laws.

    CANCELLATIONS

    Cancellations may be required if:
    a) Our fraud detection software flags suspicious activity or
    b) Too many issues occur with an order or we feel there is mistreatment of staff.

    We reserve the right to withhold a 3.5% merchant fee from a refund, as this is non-refundable to us once we accept a payment.

    EXCHANGE

    Sportiq offers exchanges within 30 days for a fee of $12. This covers return shipping of the original item and the merchant fees charged to us for the replacement item.

    Sportiq reserve the right to decline an exchange after more than 1 occurrence, to stop continuous exchange.

    RESPONSE TIME

    Sportiq endeavors to respond to all requests within 2 business days.

    PRODUCT VISUALIZATION

    Product visualizations provided are for design inspiration purposes only and may not be to scale. Size measurements and appearance may vary from the visualizer to the actual installation.

    CONTACT US

    We try to respond with 2 business days, as always customer satisfaction and fairness in any disputes is our goal. 
    Contact info@sportiq.com.au 

    For more store policy information see below:
    Shipping Policy | Terms of Service | Privacy Policy | About Sportiq | Contact Sportiq