Warranty Policy
Gem Sports Warranty Policy
Manufacturer Defect / Warranty Claim
If you believe that you may have received a defective product, please follow the steps below:
- Contact us at [email protected] with your order number, a description of the issue, and clear photos or videos where possible.
- We will review the information provided and advise whether the product needs to be returned for further assessment.
- Where required, the product will be inspected by Gem Sports and/or forwarded to the relevant authorised distributor or manufacturer for assessment.
- For manufacturer warranty claims, the final technical assessment may be determined by the relevant brand's authorised distributor or manufacturer.
- If the warranty claim is approved, an appropriate resolution will be arranged, which may include repair, replacement, refund, store credit or another suitable remedy depending on the circumstances and product availability.
Warranty assessments generally take approximately 2–4 weeks after the product is received, although some claims may take longer depending on the relevant brand or distributor.
Warranty Return Postage
Customers are responsible for arranging and paying the initial postage required to return an item for warranty assessment.
Gem Sports does not generally provide prepaid return labels or reimburse warranty postage unless:
- A prepaid shipping arrangement is specifically provided by the relevant brand or authorised distributor; or
- Otherwise required by applicable law.
We recommend using a tracked postage service and keeping your postage receipt.
Direct Brand Returns / RA Number
Some brands may allow warranty items to be sent directly to their authorised distributor.
For example, in some YONEX warranty claims, Gem Sports may obtain an RA (Return Authorisation) number on the customer's behalf. Once issued, the customer may be instructed to send the racquet directly to YONEX rather than returning it to Gem Sports first.
Return arrangements vary between brands and individual warranty claims.
Racquet Warranty
Warranty claims for racquets must generally be submitted within:
12 months from the date the product is received.
Racquet warranty covers genuine manufacturing defects in materials and workmanship under normal playing conditions.
Important – Do Not Cut or Remove the Strings
If your racquet cracks or breaks:
DO NOT cut or remove the strings unless specifically instructed by Gem Sports or the relevant distributor/manufacturer.
The racquet should remain in the same condition it was in when the damage occurred.
The strings, string pattern, tension, grommets, tie-off points and break location may all be required for warranty assessment.
Removing or cutting the strings may prevent a complete assessment and may result in the manufacturer's warranty claim being declined.
Racquet Warranty Does Not Generally Cover
- Racquet clashes
- Hitting the floor, wall, net post, fence or other objects
- Accidental impact or misuse
- Normal wear and tear
- Paint chips, scratches, scuffs or cosmetic damage
- Unauthorised modifications or repairs
- Stringing above the manufacturer's recommended maximum tension
- Incorrect stringing patterns, tie-off points or stringing methods
- Damage determined to be caused by improper stringing
Strings & Stringing
Installed strings are consumable items and are not covered as part of the racquet frame warranty.
If a string breaks during normal play after installation, the string is generally considered consumed.
If a racquet is replaced under warranty, replacement strings and restringing are not automatically included unless specifically authorised by the relevant distributor or manufacturer.
Shoes Warranty
Warranty claims for footwear must generally be submitted within:
3 months from the date the product is received.
Footwear warranty covers genuine manufacturing or quality defects.
Examples may include abnormal sole separation, stitching failure or structural failure attributable to manufacturing.
Warranty does not generally cover:
- Personal comfort
- Cushioning preference
- Fit preference
- Incorrect sizing
- On-court performance preference
- Normal outsole or upper wear
- Damage caused by abrasion, dragging or misuse
- Accidental damage
- Damage caused by improper cleaning or care
If no manufacturing or quality defect is identified, discomfort or personal fit preference is not considered a warranty issue.
Ball Machine Warranty
Personal Use
Non-Battery Components:
2-Year Warranty
Battery:
1-Year Warranty
The warranty covers defects in materials and workmanship under normal personal use.
Normal deterioration in lithium-ion battery capacity from regular use is not considered a manufacturing defect.
Commercial Use
For machines used commercially, including at clubs, courts, academies or by coaches:
1-Year Comprehensive Warranty
This includes the battery and other components against manufacturing defects under normal commercial use.
Ball Machine Warranty Does Not Generally Cover
- Normal wear and tear
- Normal battery capacity degradation
- Cosmetic scratches, dents or fading
- Misuse or neglect
- Accidental damage
- Unauthorised modifications or repairs
- Incorrect maintenance
- Damage caused by inappropriate environmental exposure
- Damage caused by incompatible chargers, accessories or power sources
Other Products
For apparel, bags, accessories and other products not specifically listed above, warranty claims are subject to the relevant brand or authorised distributor's warranty conditions.
Please contact Gem Sports as soon as possible after discovering a suspected manufacturing defect.
Discontinued or Limited Edition Products
If an approved warranty item is discontinued, sold out or no longer available, an equivalent or comparable replacement or another appropriate resolution may be offered.
Rejected Warranty Items
If a warranty claim is rejected and you would like the item returned to you, please contact us within 30 days of receiving our notification.
Any applicable return postage will be the customer's responsibility.
Items not claimed within 30 days may be considered abandoned and may be disposed of.
Warranty Period for Replacement Products
A successful warranty claim does not automatically restart or extend the original manufacturer's warranty period.
The applicable manufacturer warranty generally remains based on the original purchase date, subject to the relevant brand's warranty terms and any applicable consumer rights.
Change of Mind
Warranty claims apply to genuine product faults and manufacturing defects.
The following are not considered warranty claims:
- Change of mind
- Incorrect size selection
- Incorrect specification selection
- Personal preference
- Finding the product cheaper elsewhere
Eligible change-of-mind returns and exchanges are handled separately under the Gem Sports Returns & Exchange Policy.
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.
These rights are in addition to any manufacturer or Gem Sports warranty described above.
Contact Us
Gem Sports
Shop 1B, 218 Padstow Road
Eight Mile Plains QLD 4113
Australia
Email: [email protected]
Phone: 07 2104 4007