There are three separate ways to get a problem fixed, and it's worth knowing which one applies to you. Two of them are ours. One of them is the law, and nothing on this page limits it.
1. Consumer guarantees — the law
Every product sold in Australia comes with guarantees that cannot be excluded. Goods must be of acceptable quality, match their description, and be fit for the purpose they're sold for.
If a product fails to meet a consumer guarantee, you are entitled to a remedy. For a major failure — something that would have stopped you buying it had you known, or that makes the product unsafe or substantially unfit — you choose between a refund, a replacement, or keeping the item and being compensated for the drop in value. For a minor failure, we can choose to repair, replace or refund.
These rights are not time-limited to a fixed number of days. They apply for the period a reasonable person would expect the product to last, given its price and description. A $500 racket is reasonably expected to last longer than a $130 one, and we will assess claims on that basis rather than by the calendar.
You don't need original packaging to make a consumer guarantee claim, and a receipt is helpful but not the only acceptable proof of purchase.
2. Change of mind — our voluntary policy
We offer 30 days from delivery to change your mind. This is something we choose to offer. It is not required by law, and it is separate from everything in section 1.
Christmas gifts: orders placed from 1 November to 24 December 2026 can be returned for change of mind until 31 January 2027, or 30 days from delivery if that's later. The conditions below still apply.
To return under this policy the item needs to be unused, in resaleable condition, and in its original packaging. For a racket that means it has never been hit with: the grip wrap and any protective film still on, and no court, wall or ball marks on the face or frame. We check every returned racket before refunding. Return postage is at your cost, or you can bring it to the Pacific Fair counter at no cost.
Change-of-mind refunds are for unused items only. If a racket shows any sign of use (a hit, a ball or court mark, a scuff, or the grip wrap or film removed), it can't be returned for change of mind. This doesn't affect your rights if a product is faulty.
A few things we can't accept as change-of-mind returns, for hygiene and practical reasons:
- opened cans or boxes of balls
- overgrips, base grips and protectors once the packaging is opened
- any racket that shows any sign of use, including a single hit
- gift cards
Everything else, bags included, can come back on the same terms: unused, with its tags on and in its original packaging.
If a product in that list is genuinely faulty, section 1 applies and this list is irrelevant.
Pre-orders can be cancelled for a full refund at any time before they ship.
3. Manufacturer warranty
Most rackets carry a manufacturer's warranty against defects in materials and workmanship. Terms vary by brand and are set by the manufacturer, not by us. If you think a racket has a manufacturing fault, we'll take it up with the supplier for you rather than sending you away to do it yourself.
Cracks and chips from impact are not manufacturing defects and are not covered by warranty. Hitting the wall, the floor, the fence or another racket is how almost every crack happens. Manufacturer warranties also exclude normal wear and misuse. That is why we recommend a frame protector on every racket — it is an inexpensive add-on that prevents the most common form of non-warrantable damage.
Again: a manufacturer warranty is in addition to your consumer guarantees. If a warranty has expired but the product has failed sooner than a reasonable person would expect, you may still have a claim under section 1.
How to start a return
Email hello@australianpadelshop.com with your order number and what's happened. For a fault, a photo usually saves a round trip. We'll reply with next steps.
Or bring it to the counter at Priceline Pharmacy, Pacific Fair Shopping Centre, Broadbeach QLD 4218 with your order confirmation.
Refunds
We process refunds within 2 business days of a return reaching us, back to the original payment method. How long it then takes to appear depends on your bank or payment provider — typically a few business days.
Last updated 20 October 2026. Questions? hello@australianpadelshop.com