Returns & Refund

This page covers return and refund information of Volleyballshop.com.au.

What is covered by our Return & Refund Policy?

Most of our products can be returned for a different product or different size and/or colour, if that is available.

Occasionally, some items may be excluded from our return policy. This includes underwear and swim wear which are non-returnable items for hygiene reasons, any food and drink products and any items that have this clearly marked on the product page and/or checkout (unless deemed faulty).

Also any customized items are non-returnable (unless deemed faulty).

If your product is faulty it can be returned even over its non-returnable nature described above.

Customer will need an invoice, order number or invoice number to be able to apply for exchange, return or refund.

Exchanging products

If your item does not fit, you don’t like the colour or actual product (and the product meets our rules of return listed above), you can exchange it for another size, colour or product.

Products can be exchanged only within 30 days of purchase them. If the product is shipped back or returned after this time your request does not have to be accepted.

If the new selected product or variant is more expensive, you may be asked to pay the difference.

If the new selected product or variant is cheaper, you will be asked to use the rest amount as a credit for another product that has to be bought at the time of exchange and shipped together with the new selected product. Otherwise you can apply for refund and make a new purchase of your new selected product.

Please note that we do not have to have your selected item in stock, then we can order it for you from supplier but it may take some time. If the new selected item is not available you will be offered other option or refund.

If you exchange a product because you changed your mind, the item has to be unused, in original packing, containing all parts, original labels, stickers etc.

Returning products and requesting refund

If your item does not fit, you don’t like the colour or actual product or we do not have a product you would like to exchange it for (and your product meets our rules of return listed above), you can apply for refund. If you paid for shipping when bought the item, this shipping cost will not be a part of your refund.

Refund requests can be placed only within 30 days of purchase the product. After this time your request do not have to be accepted.

If you apply for return and refund because you changed your mind, the item has to be unused, in original packing, containing all parts, original labels, stickers etc.

Returning or Exchanging product under the warranty

If your product is faulty or damaged you can choose if you want to replace it for the new one or similar one (depends on stock availability) or if you want to be refunded.

The warranty period follows the law of New South Wales, Australia.

If you return a faulty product under the warranty, it may contain all parts if possible and if not stated otherwise by the seller (us).

Shipping Costs

Please note that shipping costs do not include packaging and handling costs on customer’s side.

Returning or Exchanging product under the warranty in Australia

Within Australian all shipping costs for returning or exchanging products under the warranty are covered by Volleyballshop.com.au.

Returning or Exchanging product under the warranty from overseas

If the product was initially shipped to Australian address and the replacement or refund is requested from overseas, all shipping costs has to be paid buy customer.

Exchanging products in Australia*

If customer changes product for the same one of different size:

  • 1st exchange per purchase (transaction/invoice) – all shipping costs are covered by Volleyballshop.com.au
  • 2nd exchange per purchase (transaction/invoice) – all shipping costs are paid half by Volleyballshop.com.au and half by customer
  • 3rd and every other exchange per purchase (transaction/invoice) – all shipping costs are paid by customer

If customer changes own mind and decides for exchange then:

  • 1st exchange per purchase (transaction/invoice) – all shipping costs are paid half by Volleyballshop.com.au and half by customer
  • 2nd and every other exchange per purchase (transaction/invoice) – all shipping costs are paid by customer

*Large items and bulky orders can be excluded and customer can be asked to pay all shipping costs. Contact us for details.

Exchanging products from overseas

If customer changes own mind and decides for exchange product from overseas (out of Australia) then all shipping costs have to be cover by customer.

Returning products and requesting refund in Australia

If requests a refund then shipping costs are paid by Volleyballshop.com.au unless any product from the same purchase (transaction/invoice) has been exchanged previously.

If any product from the same purchase (transaction/invoice) has been exchanged previously once then shipping costs for refund are paid half by Volleyballshop.com.au and half by customer otherwise shipping costs for refund are paid by customer.

Returning products and requesting refund from overseas

If customer requests a refund from overseas (out of Australia) then all shipping costs have to be cover by customer.

Return or Exchange process

If you follow this policy then returns and exchanges of your Volleyballshop.com.au orders are super easy and fast. For any questions feel free to contact us.

  1. Inform us about your intensions via email or Facebook Messenger.
  2. Have ready your purchase number or invoice number, without it we will not be able to help you
  3. We will review your request and if it meets these conditions, we will provide you details about the next process.
    1. If meet our conditions for free shipping, we will send you a shipping label with return address.
    2. If meet our conditions for half-free shipping, you will be asked for payment and we will send you a shipping label with return address.
    3. If you do not meet our free shipping conditions you will be asked for payment and then we will send you a shipping label with return address.

 

  1. Once you receive shipping labels from us, you have 10 days to ship us the product(s) back
  2. Once we receive the item(s) from you, we will send you a confirmation email and then we will check the product(s) for meeting the criteria of this policy.
    1. If everything is OK and you return or exchange the product then we have up to 30 days to ship you the replacement / exchange or refund you according to your request. But do not worry, the process is usually much faster.
    2. If this policy is not followed from your side and/or you are not eligible for refund or replacement according to this policy, you are required to pay the shipping cost for send you the item back and we will not ship it before this cost is paid.
  3. Returns and Exchanges shipping costs paid by Volleyball.com.au are for standard shipping.

How you will be refunded

If you choose a refund, we will process this refund via the same payment method you used to place the order.

Credit card or PayPal

Your refund will be credited into the same account your payment came from. If you have cancelled the card connected to the account the funds will still go back to the account.

If you have cancelled your bank account, please let us know!

Volleyballshop.com.au Gift Cards

The refund amount will be credited to you as a voucher or discount code ready to be used on your next purchase. 

Part credit card / PayPal, part voucher (including gift cards)

The amount you paid by credit card or PayPal will be credited back into the same account and the amount paid by voucher/ gift card will be credited to you as a voucher or discount code ready to be used on your next purchase. 

Courtesy and promotional vouchers and delivery fees are all non-refundable and cannot be replaced once they have been used. 

Afterpay

If you placed your order using Afterpay, when we process a refund for that order, we notify Afterpay of the amounts to be refunded, which is then processed on their end. The refund amounts are taken off the last payments first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that is linked to your Afterpay account. It may take your financial institution 3-5 business days to refund the money to your card.

For example, if you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250, once your return has been processed by us, we will notify Afterpay who will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50.

For our overseas customers 

You will be refunded the amount of your purchase or the amount you are eligible for according to this policy. The refund will be made in Australia dollars (AUD) and all fees and conversions have to be paid buy customer and any additional charges made by your bank are non-refundable by us. If you would like further information on this, it’s best to contact your bank provider.

If you have received something different than what I ordered?

Our apologies! Let’s arrange to get you your correct item by following these steps:

  1. Please, let us know as soon as possible that you have received a different product. We will need to get your original purchase number or invoice number, your name, contact details (phone and email) and description of what you have received.
  2. With the information from you we will investigate the issue and will provide you with return shipping label. Use the same packing, just stick the new label on it and do not forget to sign it.
  3. Once we receive the package back from you (sometimes earlier), we will ship you the current product as fast as we can.

Other questions you might want to ask

How long do returns take?

The speed of entire returns process depends on where you are sending your return from and what details you provide us at the beginning. We will always keep you updated about your returns journey back to us.

Can I track my return?

With Australia Post, you can track your return by searching the RQA number located on your returns label (on top of the barcode), into the Australia Post tracking website.

Please note: If you placed your order in a Post Box, we won’t be able to track this until it is scanned in at a Parcel Facility or by us once it is received at our Fulfillment Centre. Rest assured, it will still reach us and won’t affect processing.

Unfortunately, we are not guarantee tracking of parcels from overseas.

How do I know you have received my return?

We keep you updated via email about your returns, refunds and exchanges.

My return has been delivered but I haven't received my refund yet, when will it be processed?

Once the parcel has been delivered and  it still needs to make its way to our return process. This may take couple of business days. No need to worry as we’ll keep you updated once it's been processed.

I haven't received a refund for all of my items, what do I do?

Sometimes items will get processed separately a few days apart, which is completely normal. If you haven't heard back from us within 5 business days of the returns being delivered to us, please reach out so we can look into it for you.

I don't like the quality of the item, can I send it back?

We understand that online shopping can be tricky as you can’t physically feel or see the item prior to purchase. You can always return it back to us if you're not happy with the quality as long as the item is unworn, unused, tags still attached and within the 30 days of purchase.

Some items may be excluded from our return policy. This includes underwear and swim wear which are non-returnable items for hygiene reasons, any food and drink products and any items that have this clearly marked on the product page and/or checkout (unless deemed faulty).
Also any customized items are non-returnable (unless deemed faulty).

The item I received is faulty, what do I do?

If you’ve experienced a fault with your item, please contact us so we can help resolve this for you.

You can help us resolve this for you faster by providing us with a couple of photos showing the defect/fault with your initial inquiry.

What is your returns policy?

We offer free returns for 30 days from date of purchase. However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

  1. Item(s) have to be initiated for return and placed in the post within 30 days of the purchase date.
  2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
  3. Item(s) must be in the original packaging, which must be in original condition. This includes branded dust bags, shoe boxes and jewellery packaging. You don’t need the clear plastic packaging.
  4. Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.

Are there any exclusions from the returns policy?

Due to hygiene standards/requirements, some items are non-returnable, unless deemed faulty, for example underwear, swimwear, food, drinks. Always refer to the product page to find out if the item is eligible for return.
Also any customized items are non-returnable (unless deemed faulty).

Can I return Sale items?

Yes, you can return sale items unless the product is marked as "Final sale" or “Non-Returnable” (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns on the product page and / or at the checkout.