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 14 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.
To return under this policy the item needs to be unused, in resaleable condition, and in its original packaging. Return postage is at your cost, or you can bring it to the Pacific Fair counter at no cost.
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 has been played with, including one hit
- gift cards
If a product in that list is genuinely faulty, section 1 applies and this list is irrelevant.
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. We'll tell you the applicable warranty on request and we'll handle the claim with the supplier for you rather than sending you away to do it yourself.
Manufacturer warranties typically exclude damage from normal wear, impacts against walls or the court surface, and misuse. That is why we recommend a frame protector on every racket — it is a $20 item 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
Refunds go back to the original payment method. Once we process it, how long it takes to appear depends on your bank or payment provider — typically a few business days.
Last updated 2 August 2026. Questions? hello@australianpadelshop.com