From time to time you may order products from onsport.com.au that you wish to return. Say you try the products on and the fit is not quite right, or say you ordered a few items and wish to return the ones you don’t want (like you would when trying items on in a store change room); or, say you simply just change your mind, don’t panic! Returns for products (or the value of multiple products) over $99 are FREE (subject to eligibility conditions in this Returns Policy) and easy.
The first thing to do is check that you are eligible for a refund.
1. Eligibility criteria for free returns and a refund
1.1. In order to be eligible for free returns and a refund, you must meet the following eligibility requirements:
(a) The products you are returning must have been purchased on onsport.com.au and received by you at your delivery address; AND
(b) The total value of the products ordered in the original order (excluding shipping fees) must have exceeded A$99 (or the equivalent in other payment methods accepted by onsport.com.au); AND
(c) The products you are returning must have been purchased and delivered within Australia only and not internationally; AND
(d) The products you are returning must be returned in the original condition that the products were in when you received them. Upon inspection, onsport.com.au must be satisfied that the products returned are in the original condition that the products were in when you received them. The products being returned:
i. Must not have been used or worn (particularly having no marks, discolouration or stains on the soles of shoes from trying shoes on); AND
ii. Must be returned in the original manufacturer’s packaging, undamaged (including any tissue paper, cardboard, plastic, boxes or similar); AND
iii. Must include all of the original manufacturer’s labels and stickers attached to the products as they were when received by you; AND
iv. Must be returned with all parts to the products included and assembled as they were when received by you; AND
v. The products being returned must have been sent by you to the Return Address specified in this Returns Policy only; AND
(e) You must have returned and onsport.com.au must have subsequently received at the Return Address specified in section 5 of this Returns Policy, the products you are returning within 21 days after the date your order was submitted to and received by onsport.com.au or, in the case of an exchange or subsequent return, within 21 days of the date onsport.com.au ships the substitute product.
(f) The products that you are returning must be the same products (including the same size, style and so on) ordered in the original transaction and not substitute products resent to you as part of an exchange or return (you are only entitled to one free return, not multiple free returns. You may return products multiple times, in accordance with this policy, however, the cost of returning the products and resending the products out to you will be at your own cost).
1.2. If you do not meet any one of these eligibility criteria, we may not process your request for a free return or a refund.
1.3. Where the total value of the original order that included the products you are returning was A$99 or less (or the equivalent in other payment methods accepted by onsport.com.au), you may return the products to onsport.com.au at your own cost. The amount refunded to you will be the value of the returned products (calculated by reference to their price at the time of your original order) less the cost of postage incurred by onsport.com.au when you return the products to us.
1.4. If all of the other eligibility criteria in Clause 1 are met and you follow the Returns Process in Clause 2, we will process a refund in full for you and returns will be free of charge to you.
1.5. If you have returned products to onsport.com.au and we confirm that you have not met the eligibility criteria in Clause 1, we will contact you to arrange return of the products to you at your own cost.
1.6. onsport.com.au reserves the right at all times to refuse to refund products where we consider an excessive number of returns have been made by you in any period of time.
1.7. If you choose to return any products, you will be solely responsible for any loss or damage to the products whilst in transit to onsport.com.au.
1.8 Free returns are not available for sports technology products listed under any of the Sports Tech categories on our site, trampolines, fitness equipment, including treadmills, exercise bikes, rowing machines, dumbells, kettlebells, pilates trainer, cross trainers, benches, weights/home gyms and other machines / fitness related equipment listed under any of the 'Equipment' or 'Accessories' categories or any Golf Equipment or Accessoires. Free returns are not available on road bikes. Free returns are not available for purchases of Onsport High Flyer Club memberships.
1.9 International returns may be accepted if you notify us within 21 days of ordering that you will be returning the Goods. Returns will be at your own cost.
1.10 For items designated (labeled) as "CLEARANCE" items, we will not accept returns for change of mind or incorrect size selection. This clause does not limit your consumer guarantee rights under the Australian Consumer Law.
2. Returns Process
2.1. Please email us at firstname.lastname@example.org outlining that you would like a return and we'll email you a Returns Label.
3.1. We accept exchanges of phyiscal (not digital) products for different sizes or styles, however, you are required to pay for the cost of shipping the substitute product back to you. If you wish to exchange a product for a product of greater price than the price of the original product purchased, you will be required to pay the difference in price betweenthe two products. You may be eligible for a partial refund if you wish to exchange the product originally purchased for a substitute product with a lower price. Please contact us at email@example.com outlining your exchange request. When exchanging for a different size in a particular style, we may not have in stock your required size of the substituted product.
3.2 For sale items sold during sales promotion periods, we will not accept exchanges for change of mind or incorrect size selection. This clause does not limit your consumer guarantee rights under the Australian Consumer Law.
4. Processing of refunds
Eligible refunds will be processed in accordance with this Returns Policy.
4.1 Where the transaction for your order in which the products being returned was made:
(a) Solely with a credit card or PayPal (and not purchased in part or whole using Velocity Points or a Gift Voucher), a refund will be processed via either your credit card or PayPal account, whichever was used in the original transaction;
(b) Solely with onsport.com.au Gift Vouchers, a refund will be processed by increasing the balance of the Gift Voucher, or by allocating a new Gift Voucher for use on onsport.com.au;
(c) Solely with Velocity Points redemption*, a refund will be processed via (as nominated by you in the Returns Form):
i. An onsport.com.au Gift Voucher for redemption and use at any time on onsport.com.au; or
ii. Cash to your nominated bank account, via an Electronic Funds Transfer (EFT).
(d) Using a combination of credit card, Gift Vouchers or Velocity Points redemption (and not PayPal), the transaction will be refunded in accordance with the allowable refund payment methods set out in (a), (b) or (c) of this Clause 3, as applicable to each payment method used in the transaction.
4.2. For eligible refunds, the amount refunded will be the advertised price of the products at the time the original transaction took place, less any discount applied to the purchase as a result of a Promotional Code being used.
4.3. Where a refund is processed, Velocity Points that would otherwise have been earned on the original purchase will not be earned or allocated to the Member’s Velocity Rewards Account, as a result of returning the products and receiving a refund.
4.4. Please allow 10 days from the date your returned products are received at onsport.com.au for your return to be processed.
5. Manufacturing Defects
5.1 Under this Returns Policy, a Manufacturing Defect includes products that are:
(a) Damaged; or
(b) Broken; or
(c) Worn; or
(d) Display poor workmanship; or
(e) Have parts missing or are in some way incomplete; or
(f) Substantially inconsistent with product stock photographs or product descriptions; or
(g) Not fit for the purposes for which they could reasonably be considered to be used.
5.2. Where products are claimed to have a Manufacturing Defect and the products are returned, onsport.com.au will, upon receipt, inspect the products. If after thoroughly inspecting the products:
(a) a Manufacturing Defect has been confirmed, onsport.com.au will contact you to arrange for either a refund in accordance with section 4 of this Returns Policy or to arrange for a replacement of the Good to be sent to you at no extra cost to you.
(b) we determine there to be no fault with the products, we will contact you to arrange return of the products at your own cost.
5.3. onsport.com.au carries out its own quality assurance checks prior to sending products out to you, however, where a Manufacturing Defect has been confirmed, we will contact the manufacturer to notify them in order to prevent the incidence of Manufacturing Defects going forward. onsport.com.au takes pride in offering you the highest quality products by selecting the best quality manufacturers.
6. Return Address
Please send all products being returned to the following return address:
Onsport Returns Dept.
11 Burrows Road South
St Peters NSW 2044
7. Other special conditions
Exercise Equipment, Trampolines, Sports Tech and Golf Equipment
Products listed in the following categories cannot be returned to onsport.com.au unless there is a manufacturing defect: Exercise Equipment, Trampolines, Sports Tech and Golf Equipment. In the event of a manufacturing defect, maintenance may be performed on the equipment in accordance with and subject to the product warranty, as described on the product detail page and may or may not be incurred at your cost, depending on the applicable product warranty.
For sanitary reasons you cannot return underwear for any reason other than a manufacturing defect.
For sanitary reasons, please try all swimwear on over the top of clean underwear. If you don't, we may refuse to accept your return of swimwear items.
Onsport High Flyer Club
Purchases of Onsport High Flyer Club memberships are non-refundable.
* Under no circumstances can Velocity Points be reallocated or refunded to a Member’s Velocity Rewards Account.