Refunds

Refunds

Prior to returning any products for replacement or refund, you should contact a customer service representative by email, enquiries@squashdirect.com.au, or by phone 0409698866, for specific instructions on where to mail your return and what information you will need to supply.

Refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Should your product arrive damaged or faulty, we offer you a full replacement or a full refund including shipping costs.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@squashdirect.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) Rackets and other items.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@squashdirect.com.au with your proof of purchase and a picture of the damaged item.

*PLEASE SEE BELOW FOR WHAT IS AND WHAT IS NOT COVERED FOR RACKET BREAKAGES

Shipping.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $140, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Frame crack without excessive wear
Diagonal frame cracking, in any area of the frame that has little or no associated visible wear associated is generally a result of a manufacturing defect. Frame cracking with no visible wear is covered under our Warranty Policy.
RESULT: Damaged Racket will be replaced.

Racket Handle or Shaft damage
All racket handles (excluding grip wear) or shaft breakages that have no impact evidence or excessive wear associated to them are generally considered to result from manufacturing defects. Racket handle and shaft breakages are covered under the warranty.
RESULT: Damaged Racket will be replaced.

String Pull-Through
A collapse of the racket head between string holes - as a result of the string ‘pulling through’ the frame – are generally the result of a manufacturing defect. String pull-through is covered under warranty.
RESULT: Damaged Racket will be replaced.
 
Exclusions

Impact damage
Cracks or fractures on any part of the frame that are accompanied by dents, scratches or flat spots will be considered as caused by a strong impact on the ground or a sharp corner and are therefore deemed as a result of racket abuse. Racket abuse is not covered by warranty.
RESULT: Damaged Racket will not be replaced.
 
Excessive wear
In general terms, breakages resulting from manufacturing defects occur within the early period of racket use. Breakages resulting after longer term use and characterised by excessive wearing of the paint or frame are considered as normal use with regard to the ‘life’ of the racket. Excessive wear is not covered by warranty.
RESULT: Damaged Racket will not be replaced.

String/grommet Breakage
We do not offer any form of warranty on string wear or breakage or snapped grommets. 
RESULT: Damaged rackets will not be replaced.
 
Multiple cracks
In general terms, manufacturing defects result in a single frame crack or fracture. Multiple frame cracks are almost always the result of racket misuse and abuse. Multiple frame cracks are not covered by warranty.
RESULT: Damaged Racket will not be replaced.

Improper Stringing
Damage caused to the racquet frame resulting from improper re-stringing or improper mounting of the racquet in the machine or damaged caused by the clamps slipping during the stringing process are all characterised by frame cracking, paint chipping or paint scratching on the inside of the racket hoop. The brands recommends that rackets are always strung by certified stringing professionals at specialised dealers. Improper stringing is not covered by warranty.
RESULT: Damaged Racket will not be replaced.

Racket Butt Cap
The racket butt cap is generally stapled to the racquet handle. On occasions, butt caps can become lose or detached. This issue can be easily and quickly repaired by removing the grip and either stapling or gluing the butt cap on to the handle. Loose racket butt caps are not covered by warranty.
RESULT: Damaged rackets will not be replaced.
This policy does not affect your statutory rights.