Refund policy

We have a 14-day change-of-mind return policy. This means you must contact us within 14 days of receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be unused, unopened and in the same condition that you received it. It must include its original packaging, accessories and documentation. You will also need your receipt or proof of purchase. We may request photos or videos showing the condition of the item and packaging.

To start a return, contact PickleBallDirect.au at support@pickleballdirect.au. If your return is approved, we will provide instructions and the correct return address. Items returned without prior approval will not be accepted.

Return shipping and fees

Customers are responsible for arranging and paying return postage for change-of-mind returns. PickleBallDirect.au does not provide free return shipping labels.

If we provide a return label for convenience, the cost of the label will be deducted from your refund.

Approved change-of-mind returns are subject to a restocking fee equal to 10% of the item price and the original shipping charge.

We recommend using a tracked shipping service and keeping your proof of postage. You remain responsible for the returned item until it is delivered to the return address provided by us.

Some products or larger-quantity orders may have different change-of-mind return conditions. Any different conditions will be clearly stated on the applicable product page before purchase.

Incorrect address, unclaimed and returned orders

Orders returned to us because of an incorrect or incomplete delivery address, refusal of delivery or failure to collect the parcel will be treated as change-of-mind returns.

Return postage and the applicable 10% restocking fee will be deducted from the refund. Refunds will only be processed after the returned item has been received and inspected.

Damages and issues

Please inspect your order when it arrives. Contact us as soon as possible if the item is faulty, damaged, not as described or different from what you ordered so we can assess the issue and provide an appropriate solution.

Please provide your order number and clear photos or videos showing the issue and the product packaging. Do not discard or return the item until PickleBallDirect.au has provided instructions, as we may need to inspect the product or request additional information.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, PickleBallDirect.au will provide the remedy required by law. Where required, we will arrange or reimburse reasonable return shipping costs.

Change-of-mind return postage and restocking fees do not apply to valid claims involving faulty, damaged, incorrectly supplied or misdescribed products.

Exchanges

We do not offer direct exchanges. If you would like another product, return the original item after your return has been approved and place a separate order.

Refunds

We will notify you after the returned item has been received and inspected.

If approved, the refund will be issued automatically to your original payment method, less any applicable return postage and restocking fees. Your bank or payment provider may require additional time to process the refund.

Contact us

For questions about returns, refunds or faulty products, contact PickleBallDirect.au at support@pickleballdirect.au.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.