At BallFriends Club, we want you to receive the product you ordered in good condition and as described.
This policy applies to products purchased through the BallFriends Club online store and does not exclude, restrict or limit any rights you may have under the Australian Consumer Law or any other consumer protection laws that cannot legally be excluded.
14-Day Change of Mind Exchange
If you change your mind about your purchase, you may request an exchange within 14 days of receiving your order.
To be eligible for a change-of-mind exchange, the item must:
be unused and in its original, as-new condition;
be free from marks, damage, odours or signs of wear;
include all original accessories, tags and packaging where applicable; and
be accompanied by proof of purchase.
Change-of-mind returns are eligible for exchange only and are not refundable.
Customers are responsible for the cost of returning the item and any additional shipping costs associated with sending the replacement item.
All exchanges are subject to product availability.
Please contact BallFriends Club before returning an item so that we can confirm your exchange and provide the appropriate return instructions.
This change-of-mind policy does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Faulty, Damaged or Incorrect Products
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If your product is faulty, damaged, significantly different from its description, or you receive the wrong item, please contact BallFriends Club with your order number and details of the issue.
We may ask for photos or other information to help us assess the product and determine the appropriate remedy.
Depending on the nature of the problem, you may be entitled to a repair, replacement or refund.
For a major problem with a product, you may be entitled to choose between a refund or replacement in accordance with the Australian Consumer Law.
When a Remedy May Not Apply
You may not be entitled to a refund, replacement or repair where the issue has been caused by:
normal wear and tear;
accidental damage after receiving the product;
misuse or improper use of the product;
failure to reasonably care for or store the product;
alterations or modifications made after purchase; or
use of the product for a purpose for which it was not designed.
This does not limit any rights that cannot legally be excluded under applicable consumer law.
How to Return a Product
Please contact BallFriends Club before returning any product.
Eligible returns may be arranged by:
Please wait for confirmation from BFC before bringing a return to a session, as returns cannot necessarily be accepted or processed at every session.
For change-of-mind exchanges, customers are responsible for return postage and any additional shipping costs associated with the replacement item.
Where a product is faulty, damaged or incorrectly supplied, reasonable return costs will be handled in accordance with applicable consumer law.
Refunds
Approved refunds will generally be processed using the original payment method used for the purchase.
Once a refund has been processed by BallFriends Club, your bank or payment provider may require additional time for the funds to appear in your account.
Please note that refunds are not provided for change of mind. Refunds may apply where required under the Australian Consumer Law or other applicable consumer protection laws.
International Orders
This policy also applies to eligible international orders.
For change-of-mind exchanges, international customers are responsible for:
return postage;
postage for the replacement item;
customs duties;
import or export charges; and
any other costs associated with the voluntary exchange.
We recommend using a tracked postal service for international returns.
If an international order is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees, please contact us before returning the product so that we can provide the appropriate return instructions.
Nothing in this policy is intended to exclude or limit any mandatory consumer rights that may apply under Australian law or the laws of the customer’s country or region.
Proof of Purchase
We may ask for reasonable proof of purchase when processing a return, exchange or refund.
This may include:
your order confirmation;
receipt;
transaction record; or
BFC order number.
Contact Us
To request an exchange, return or refund, please contact the BallFriends Club team with your order number and details of your request.
Please contact us before sending any product back so that we can provide the appropriate return instructions.
