Warranty Policy

Ball Machine Warranty

Gem Sports offers a comprehensive warranty on our ball machines, tailored to the usage type:

For Personal Use:

  • 3-Year Warranty for Non-Battery Parts: A comprehensive 3-year warranty covering defects in materials and workmanship for all parts, except for the battery.
  • 1-Year Warranty for Battery: The battery is covered under a separate 12-month warranty, focusing on materials and workmanship.

For Commercial Use (e.g., at courts):

  • 1-Year Comprehensive Warranty: All parts, including the battery, are covered under a 12-month warranty for commercial usage.

    Exclusions and Limitations

    This warranty does not cover:

    • Lithium-Ion Battery life or charge capacity (please refer to the specific battery warranty terms).
    • Normal wear and tear (such as minor scratches or wear from regular use).
    • Cosmetic damage like scratches, dents, or natural fading of colors.
    • Damage due to misuse, abuse, unauthorized modifications or repairs, or accidents.
    • Damage from exposure to extreme weather conditions or environmental factors.
    • Products purchased from unauthorized dealers or resellers.

    Manufacturer Defect (Warranty Claim)

    If you suspect a defect in a product from Gem Sports, please follow these steps:

    1. Contact Us: Email us at info@gemsports.com.au with a description of the issue. Attach photos of the suspected defect for a quicker assessment.
    2. Inspection: If a defect is suspected, we will provide instructions for returning the product for inspection. Please note that customers are responsible for return shipping costs.
    3. Resolution: Upon receipt and inspection, we will forward the item to the brand’s authorized distributor or manufacturer for a final decision. If the warranty claim is approved, we will send a replacement at no additional cost.

    Estimated Time Frame

    The inspection and resolution process typically takes 2-4 weeks from the receipt of the returned item.

     

    Racquets Warranty

    Claims must be made within 3 months of receipt:

    • Cut the strings on the broken frame but DO NOT remove the strings. Strings removed from the frame may not be processed. Please note strings are not covered by warranty as stringing is service, once it's been done it can't be refunded or returned.
    • Paint chips and/or cosmetic damages do not qualify for warranty claim.
    • Damages as a result of clashing of rackets or hitting the floor are not eligible for warranty claim.
    • Stringing the racquet exceeding its recommended tension may fail the warranty claim process
    • Successful warranty claims for discontinued racquets that are no longer available will be replaced with similar product with equivalent trade value.

    Additional Support

    For any questions or concerns regarding our warranty policy, or for assistance with the return process, please contact us at info@gemsports.com.au or call our customer service helpline at 07 2104 4007.