Refunds

1. Overview & Your Consumer Rights

At NP Sports, we aim for 100% satisfaction. We accept returns and provide refunds or exchanges under certain conditions as described below.

However, please note that under the Australian Consumer Law (ACL), your rights to repair, replacement or refund for major faults are not limited by this policy. This policy addresses additional return, refund or exchange options (e.g. change-of-mind) beyond those rights.

2. Return / Exchange Window & Eligibility

• You may request a return, refund or exchange within 14 days of the delivery date (or pick-up date, if in-store), provided the items satisfy the conditions below.
• Products must be returned unused, unaltered, and in original condition, including original packaging, tags, labels, and protective wrapping (e.g. shrink wrap on racquet grips).
• Racquets: factory-strung, unused racquets with intact plastic wrapping on the handle, no string damage, no ball fuzz, and original bumper guard intact are eligible. If the racquet was strung (or restrung) post-purchase (other than factory strung), it may not be eligible for a return.
• Shoes: they must be unworn (no scuffs, dirt) in original box with tags intact.
• Apparel and accessories: must be unwashed, unworn, with original tags and packaging.
• Items that show signs of wear, damage, or altered condition may be rejected for return or exchange.

3. Change-of-Mind Returns (Non-Defective Items)

If you change your mind (i.e. item is not defective), returns are discretionary under this policy:

• You must initiate the return within 14 days of receiving the goods.
• The customer is responsible for return shipping costs unless the return is due to an error on our part (wrong item sent, etc.).
• We may deduct a restocking fee of up to 15% on non-defective items to cover handling, inspection, and administrative costs.
• Refund will be processed only after we receive and inspect the return, confirming it meets the eligibility criteria.
• Refunds are made to the original payment method (credit card, bank, etc.). Processing may take 5–10 business days depending on your bank.

4. Defective, Damaged, or Incorrect Items (Your Statutory Rights)

If the product you received is faulty, damaged in transit, or incorrect:

• Contact us immediately (within 7 days) of delivery with your order number, photos of defect/damage, and a description.
• We will arrange for a replacement, repair, or refund (where a major fault exists) as required under the ACL.
• In such cases, NP Sports will cover the return shipping cost.
• We may require proof (photos, video) and the packaging/items returned in the condition received.
• Once the return is accepted, we will process your refund or replacement as quickly as possible (usually within 5 business days).

5. Exchanges & Store Credit

• If you wish to exchange for a different size, color, or model of available stock, we’ll treat it as a return + new purchase (subject to availability).
• If the replacement item is more expensive, you may be asked to pay the price difference before we ship. If less expensive, we’ll refund the difference.
• In some cases, we may offer store credit instead of a direct refund (especially for change-of-mind returns).
• Store credits do not expire (unless legally required) and can be used toward future purchases.

6. Return Process (Steps You Must Follow)

1. Contact NP Sports via email (support@npsports.com.au) with your order number and reason for return.
2. Receive a Return Authorization (RA) / Return Merchandise Authorization (RMA) from us. Do not send returns without prior approval.
3. Package the item securely in original packaging (include all accessories, manuals, tags).
4. Ship via insured, trackable courier. Keep shipment proof and tracking.
5. Once we receive and inspect the item, we will notify you of the result (refund, exchange, rejection).
6. If approved, we process the refund, replacement dispatch, or store credit as per policy.

7. Time for Refunds / Replacements

• After approval, refunds generally take 5–10 business days (bank processing may vary).
• Replacement items will be shipped within 2 business days of approval (subject to stock).
• You will receive a confirmation email with status and tracking (if applicable).

8. Exclusions & “Final Sale” Items

Certain items may be marked “Final Sale” / “Clearance / Discount / Sale / Bundle”, which are non-returnable and non-refundable except for major defects under ACL. Custom or personalized items (e.g. bespoke stringing, engravings) may also be excluded from returns or exchanges unless faulty.

9. Title & Risk

Title (ownership) of the goods transfers to you upon our complete dispatch, but risk passes to you once the goods are delivered or handed to the carrier. You remain responsible for any loss or damage in transit for returns not accepted under defective-item policy.

10. Limitations & Liability

• NP Sports’ liability to you is limited, to the extent permitted by law, to the purchase price paid.
• We are not liable for indirect, special, or consequential losses.
• This policy does not affect your statutory rights under the ACL or other applicable consumer protection laws.

11. Contact Information & Help

If you have questions or need assistance with returns/refunds, contact us at: