This Returns & Refunds Policy applies to all purchases made through the Sydney Sports Science website.
This Policy should be read in conjunction with the Australian Consumer Law (“ACL”).
1. Australian Consumer Law
Sydney Sports Science complies with all applicable obligations under the Australian Consumer Law.
Our products and services come with guarantees that cannot be excluded under the ACL. If a product or service fails to meet a Consumer Guarantee, you may be entitled to:
- A refund or replacement for a major failure; or
- A repair or other reasonable remedy for a minor failure.
Where a repair cannot be completed within a reasonable timeframe, you may be entitled to a replacement or refund.
Further information regarding your consumer rights can be found via the Australian Competition and Consumer Commission (ACCC).
2. Change of Mind Returns
While Sydney Sports Science is not required to provide refunds for change of mind purchases under the ACL, we may approve a return, exchange, or store credit at our sole discretion where:
- You contact us within 7 days of receiving your order;
- The item is unused, unopened, and in original condition;
- All original packaging, seals, accessories, and documentation are included; and
- Proof of purchase is provided.
Approved change of mind returns may be subject to return shipping costs.
Exclusions
The following items are not eligible for change of mind returns:
- Clearance or sale items
- Opened consumable products
- Used or damaged items
- Gift cards or promotional items
- Products marked as final sale
3. Damaged or Faulty Products
If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.
To assist with your claim, we may request:
- Your order number;
- Photos of the product and packaging;
- A description of the issue.
Once assessed and verified, Sydney Sports Science will arrange an appropriate remedy which may include:
- Replacement;
- Repair;
- Store credit; or
- Full refund.
Where applicable, return shipping costs for verified faulty items will be covered by us.
4. Exceptions to Returns or Refunds
We may refuse a refund, replacement, or repair where:
- The product has been misused, altered, or damaged after delivery;
- The issue arose due to improper storage or handling;
- You were aware of the fault prior to purchase;
- The product has been used contrary to instructions or recommendations; or
- Any exclusion permitted under the ACL applies.
5. Return Shipping Costs
If a return relates to a valid claim under the ACL, Sydney Sports Science will cover all reasonable return shipping costs.
Where a product can reasonably be returned via standard post, customers may initially be required to cover shipping costs, which will be reimbursed upon approval of the claim.
If a returned item is assessed and found not to qualify for a refund, repair, or replacement under this Policy or the ACL, the customer may be responsible for any associated shipping or inspection costs.
6. Processing Timeframes
We aim to assess and process approved returns, refunds, replacements, or repairs within 1–2 business days of receiving the returned item.
Refunds will generally be issued back to the original payment method used at checkout.
Please allow additional time for banks or payment providers to process returned funds.
7. How to Request a Return
To request a return or lodge a claim, please contact our support team with:
- Your full name;
- Order number;
- Proof of purchase; and
- Details of the issue or reason for return.
Contact details:
Sydney Sports Science
Email: info@sydneysportsscience.com.au
Website: www.sydneysportsscience.com.au
8. Policy Updates
Sydney Sports Science reserves the right to amend or update this Returns & Refunds Policy at any time without prior notice.
Continued use of the Website constitutes acceptance of any updated terms.