Refund and Returns Policy, Australia
This policy applies to orders delivered to an Australian address. Premier Sports Equipment Limited is a New Zealand business, and returns come back to us in New Zealand.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply whatever this policy or our warranty says, and they are not limited to the time frames below.
Faulty products
If a product is faulty, not as described, or not fit for the purpose you told us about, contact us. Depending on the problem we will repair, replace or refund it, and where the failure is major you choose a refund or a replacement.
We pay the freight to return a faulty product to New Zealand and to send a repaired or replacement product back to you. For large items such as sports machines and the Recovery Station, we arrange and pay for collection. A faulty product does not need to be in its original packaging, and a refund for a major failure is not reduced for the use you have had of it.
We may ask for photos or a short video so our team can check the problem remotely first. Many issues are fixed this way or with a replacement part, without sending anything back.
Change of mind (standard products)
Standard products are the AeroBoots and AeroSleeves range, the ProGun IR, parts and accessories.
You can return a standard product within 30 days of delivery for a refund or exchange if you change your mind. It must be unused, complete, in its original packaging, with proof of purchase. You pay the return freight to New Zealand on a change of mind return. Returns that arrive used, incomplete or damaged may be declined or charged a 15% restocking fee.
This change of mind policy is offered on top of your rights above. It does not apply to faulty products, which are covered under Faulty products.
Quote-based products
Sports machines, the Recovery Station and anything supplied against a written quote are made or ordered for you and cannot be returned on a change of mind. You can cancel within 48 hours of placing the order. After that the order is in production or in transit.
This does not affect your rights if a quote-based product is faulty: those are set out above.
Damage in transit
Tell us within 7 days of delivery if your order arrives damaged, and keep the packaging until we have sorted it out. If you notice later, still contact us: your rights under the Australian Consumer Law are not limited to 7 days.
How to start a return
Email admin@premiersportsequipment.co.nz with your order number and the problem. Please contact us before sending anything, so we can give you the return address in New Zealand and, where we are paying, arrange the freight.
Refunds
Refunds are made to the original payment method within 7 business days of the returned product reaching us and being checked.
Contact
Premier Sports Equipment Limited, 20 Ballindrait Drive, Flat Bush, Auckland 2019, New Zealand
admin@premiersportsequipment.co.nz | +64 22 621 0979 (NZ team), 7am to 3pm Sydney time, Monday to Friday
