Refund policy

Gem Sports Return and Exchange Policy

At Gem Sports, your satisfaction is our priority. If you’ve ordered the wrong item or are not completely satisfied with your purchase, we’re here to help. Please review the policy below for a clear and fair return and exchange process. 

Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights.

If a product has a major problem, you may choose a refund or replacement. For a minor problem, we may provide a free repair first; further remedies may apply if it is not resolved within a reasonable time. Services are also covered by applicable consumer guarantees.

Refunds required under the Australian Consumer Law are made to the original payment method unless we agree otherwise with you; you are not required to accept store credit. Please contact us to arrange an assessment.

The 14-day window, original-condition and packaging requirements, clearance and strung-racquet exclusions, store-credit-only outcomes and any restocking fee below apply only to discretionary change-of-mind or sizing returns, not to remedies available under the Australian Consumer Law.

Eligibility for Change-of-Mind Returns and Size Exchanges

• Return Window: Products must be returned within 14 days of delivery.
• Product Condition: Items must be unused, in their original condition, with all original packaging and tags intact. Racquets must retain the original plastic sleeve on the handle.
• Non-Returnable Items: Clearance items, strung racquets, stringing services, and shoes/clothing that have been used, worn, or damaged without quality issues are not eligible for discretionary change-of-mind returns.
  *Clearance products are not eligible for change-of-mind returns or size exchanges.
• Discretionary Returns: Approved change-of-mind returns are issued as store credits. Statutory refunds are handled as described in the Australian Consumer Law section above.
• Proof of Purchase: Include your receipt, name, phone number, and email with any return.

Refund Method for Discretionary Returns

• Store Credit for Discretionary Returns: Approved change-of-mind returns are issued as store credits (excluding original shipping costs).
• Restocking Fee — Discretionary Returns Only: For change-of-mind returns only, Gem Sports reserves the right to refuse returns or apply up to a 30% restocking fee if items are not returned in resellable condition.

Change-of-Mind and Sizing Guidelines by Product Type

Please note: Clearance products are not eligible for change-of-mind returns or size exchanges.

1. Racquets

• Strung racquets are not eligible for change-of-mind returns.
• Racquets with original plastic sleeves removed are not eligible for change-of-mind returns.

2. Shoes

• Size Issues: Exchanges due to size issues are allowed (subject to availability), but customers are responsible for all shipping costs. Once we receive and inspect your return, we’ll process and ship the requested size if available. If your requested size is out of stock, we will issue store credit instead.
• Faulty items: If a defect or quality issue is confirmed, Gem Sports will cover return & reshipping costs.
• Used shoes or complaints of being "uncomfortable" are not grounds for return. Returns due to colour preference or incorrect selection are not accepted.

3. Clothing

• Discretionary returns/exchanges are allowed for sizing. Once we receive and inspect your return, we’ll process and ship the requested size if available. If your requested size is out of stock, we will issue store credit instead.
• Worn items or returns due to style/colour preference are not accepted.

4. Tennis Ball Machines

• Due to size and shipping complexity, returns are handled case by case.
  Please contact us directly for return instructions.

Return Process

1. Contact Us: Reach out via chat or Email [email protected] or call (07) 2104 4007
   Provide your order number and the item(s) you wish to return.
2. Returns may be made in-store or by mail.
3. Prepare Your Return: Securely pack the item(s) with all original packaging and documents.
   Include a note explaining the return reason.
4. Ship Your Return: Use a trackable shipping method. Keep your tracking info as proof. For change-of-mind returns, customers are responsible for arranging and paying for the return shipping label.

5. Ship to:

   Gem Sports
   Shop 1B/218 Padstow Rd,
   Eight Mile Plains QLD 4113, Australia

6. Processing: Returns are inspected within 7 business days of arrival.
   You’ll be notified once your refund, store credit or exchange is processed, as applicable.

Store Credits Details

This section applies where store credit is issued for an approved discretionary return or you choose to accept it.

• Issued as digital gift card or credit code via email.
• Can be used on any item on our website or in-store.
• Valid for 12 months from date of issue.
  

Note

• We encourage customers to double-check sizes and specifications before purchasing.
• Clearance products are not eligible for change-of-mind returns or size exchanges. Statutory rights remain unaffected.
• If unsure, don’t hesitate to contact us — our team is happy to help.

Thank you for choosing Gem Sports