Shipping & Collection Policy

Order Processing

Orders are generally processed within 1–3 business days after payment is received.

Orders placed on weekends or public holidays will be processed on the next business day.

During busy periods, product launches or promotional periods, processing times may be slightly longer.

Australia-Wide Shipping

Australian orders are shipped using Australia Post.

Shipping costs will be calculated and displayed at checkout before payment is completed.

Once your order has been dispatched, tracking details will be provided where available.

Delivery timeframes shown at checkout or provided by Australia Post are estimates only and may vary depending on your location, weekends, public holidays and carrier delays.

Free BFC Session Collection — Sydney

Customers in Sydney may choose to collect their order from a selected BallFriends Club training or game session at no additional charge.

After your order has been prepared, the BFC team will contact you to confirm the available collection session, location and time.

Please wait for confirmation before attending a session specifically to collect your order, as products may not be available at every BFC session.

When collecting your order, please provide your name or order number.

If you are unable to attend your confirmed collection session, please contact us so another suitable session can be arranged.

International Shipping

International shipping may be available to selected destinations.

Shipping rates and available delivery options will be displayed at checkout where international delivery is available.

International delivery times vary depending on the destination and local postal or customs processing.

Customers are responsible for any customs duties, import taxes or other charges imposed by the destination country unless otherwise required by law.

BallFriends Club does not control customs processing times and cannot guarantee that international orders will arrive within a particular timeframe.

Tracking

Where tracking is available, customers will receive tracking information after their order has been dispatched.

Please allow some time for tracking information to become active after receiving your dispatch confirmation.

If your order appears to be significantly delayed or lost, please contact BallFriends Club and we will assist with the carrier enquiry where appropriate.

Shipping Address

Please ensure that your delivery address is complete and correct before placing your order.

If you notice an error, contact us as soon as possible.

If your order has not yet been dispatched, we will try to update the address. Once an order has been dispatched, we may not be able to change or redirect it.

If an order is returned to BallFriends Club because of an incorrect or incomplete address supplied at checkout, additional shipping charges may apply before the order is resent.

Failed or Refused Deliveries

If an order is returned to BallFriends Club because delivery was refused, the parcel was not collected, or required customs duties or charges were not paid, additional shipping costs may apply if the order needs to be resent.

Any refund in these circumstances will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.

Delivery Delays

While we will do our best to dispatch orders within the stated processing timeframe, BallFriends Club is not responsible for delays caused by Australia Post, international carriers, customs processing, weather events or other circumstances outside our reasonable control.

However, if you experience a significant delivery issue, please contact us and we will assist where reasonably possible.

Contact Us

For any questions about shipping, tracking or BFC Session Collection, please contact the BallFriends Club team with your order number.

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:

• post; or

• in-person return at a selected BallFriends Club training or game session in Sydney, where agreed with our team in advance.

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.