RETURNS & WARRANTIES (AU)

Effective as at 01 December 2025

Overview

FE Sports Australia Pty Ltd is committed to meeting all obligations under the Australian Consumer Law (ACL), as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), and applicable State and Territory Fair Trading legislation.

This Returns and Warranties Policy explains how to request a return, exchange, warranty assessment, or credit, and should be read alongside our Australian Privacy Policy and Australian Terms and Conditions.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available under the Australian Consumer Law.

 

Returns and Warranties – Quick Guide

If something isn’t right with your order, we’re here to help.

Faulty item?  (ACL-covered)

If you believe a product may be faulty, please contact Customer Support or lodge a Support Ticket through your B2B account.  We will assess the issue and, where required under the Australian Consumer Law, arrange repair, replacement, or refund.

Assessment timeframes relate to handling and logistics once goods are received and do not limit any rights or remedies available under the Australian Consumer Law.  We will advise whether the item needs to be returned for inspection.

Change of mind?  (Goodwill only – not covered by the ACL)

Refunds are not available for change-of-mind purchases where the goods are not faulty and meet consumer guarantees.  However, we may offer an exchange or credit note as a goodwill option.  Items must be unused, in resalable condition, and in original packaging.  All change-of-mind requests are assessed at our discretion.

Resalable condition means the item shows no signs of use, wear, or installation, and includes all original packaging, labels, manuals, and accessories.

Doesn’t fit or the colour isn’t what you expected?  (Goodwill only)

Fit, colour, or preference issues are non-fault returns and fall outside the Australian Consumer Law.  Please contact Customer Support within 14 days of purchase.  The 14-day period forms part of our goodwill policy and is not a statutory deadline.  If the item is unused, in original, undamaged packaging, and all conditions are met, we may issue a Return for Credit (RFC) as a goodwill option.

RFCs can only be issued by Customer Support and cannot be created through the website.

How to start a support claim

Please follow the process outlined in the Full Returns & Warranties Policy below.

Who pays return postage?

Return postage is the customer’s responsibility unless the Australian Consumer Law requires otherwise.  Where a product is confirmed to have a major failure, or cannot be remedied without significant inconvenience, reasonable return postage costs may be reimbursed in accordance with the Australian Consumer Law.

We recommend using tracked or registered post.

How long does it take?

Most returns are processed within 5–10 business days once goods are received.  Replacement lead times may vary depending on stock availability and freight schedules.

 


Statutory Rights (Australia)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.  You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Full Returns & Warranties Policy

Starting a Support Request

Only authorised retail partners may lodge warranty or return requests.  This process does not restrict end consumers from exercising their rights under the Australian Consumer Law through the original retailer of purchase.  End consumers cannot submit Support Tickets directly and must return to the original place of purchase to begin the process.

If a retail partner believes an item may be faulty, please begin the process through the FE Sports Australia B2B Support Centre:

  • Log in to your B2B account
  • Locate the relevant item
  • Open the product page
  • Select the Warranty tab
  • Complete the form, ensuring the SKU and product description are correct
  • Upload proof of purchase, serial numbers (where applicable), and supporting photos
  • Submit the Warranty / Returns (RA) form

Once submitted, our Customer Support team will review the request and advise next steps.

This process does not limit any rights end consumers have under the Australian Consumer Law.  All ACL remedies continue to apply via the store of purchase.

Please retain original packaging where possible, as this assists with safe transport and assessment.

Your Rights Under Australian Law

FE Sports Australia Pty Ltd complies fully with the Australian Consumer Law.  The ACL guarantees that goods supplied are of acceptable quality, fit for purpose, and match their description.

If a product does not meet these guarantees, remedies depend on whether the issue is a minor failure or a major failure.

Minor failures

  • If the issue is minor and can be fixed, FE Sports Australia may choose to repair the product, replace it, or provide a refund.  Repairs must be completed within a reasonable time. 
  • If the issue cannot be fixed within a reasonable time, the consumer may choose a replacement or refund.

Major failures

  • A failure is major if the product is unsafe, significantly different from its description, unfit for purpose and cannot easily be fixed, or would not have been purchased had the consumer known about the issue.
  • In these cases, the consumer may choose either a refund or a replacement.

These statutory rights apply regardless of any manufacturer warranty and cannot be excluded or limited.

Returns for Non-Fault Reasons

If a return is requested for reasons other than a fault, the item must be:

  • unused
  • in original packaging
  • in a condition suitable for resale

All labels, accessories, and included components must also be returned.

Stores wishing to lodge a non-fault return must contact FE Sports Australia Customer Support to confirm eligibility.  If approved, a Return for Credit (RFC) will be issued and return instructions provided.

Non-fault returns are offered strictly on a goodwill basis and fall outside the remedies provided under the Australian Consumer Law.

Associated costs, including original freight, return postage, handling, and administrative charges, are not refundable unless required by law.

Return Options

Exchange

  • If an item is unsuitable (for example, incorrect size or colour), we may offer an exchange for an item of equal value.  Requests must be made within 14 days of purchase, and the item must be unused and in original packaging.
  • Exchanges for non-fault reasons are offered on a goodwill basis only and are separate from any rights that apply under the Australian Consumer Law.

Refund

  • Where required under the Australian Consumer Law, refunds will be issued using the original payment method.  Refunds for non-fault items are discretionary and may be offered as a goodwill option only.  
  • This does not affect any refund rights that apply under the Australian Consumer Law where goods are faulty.

Credit Note

  • A credit note may be issued as a goodwill alternative to a refund or exchange. 
  • Credit notes are not an ACL remedy for non-fault returns and are issued at our discretion.

Warranty Claims

All goods supplied by FE Sports Australia Pty Ltd are sourced from authorised suppliers and include the applicable manufacturer’s warranty.

Warranty claims must be submitted through the Support Request process outlined above.

Returning goods without prior approval from Customer Support may delay assessment or processing.

Some items may need to be returned to the manufacturer or supplier for inspection, repair, refurbishment, or replacement.

Items Faulty on Arrival

If an item appears faulty upon delivery, please contact Customer Support before returning the product.

We will confirm whether the item needs to be returned and provide instructions on how to proceed.

Return for Credit (RFC)

Returns for Credit are offered as a goodwill option for non-fault returns only and do not form part of the statutory remedies available under the Australian Consumer Law.

To be eligible, items must:

  • be unused
  • be in original, undamaged packaging
  • have an approved RFC issued prior to return

Freight charges are not credited.

Credits are typically processed within 5–10 business days once returned goods have been received and approved.\

Exchanges Process

For non-fault exchanges, please consult with Customer Support before returning any items.  Approval is required prior to return.

Faulty-item exchanges will continue to be assessed in accordance with the Australian Consumer Law.

If suitable replacement stock is unavailable within a reasonable timeframe, we will discuss alternative remedies in line with the ACL

Fit, Colour, or Preference Returns

Returns relating to fit, colour, or personal preference must be initiated within 14 days, with items unused and in original packaging.

These returns are not covered by the Australian Consumer Law and are handled as goodwill returns only.

Refunds, where approved, will be processed using the original payment method.  Bank processing times may vary.

Postage Costs

Unless the Australian Consumer Law requires otherwise, customers are responsible for postage costs associated with returning items.  Where a product is confirmed to have a major failure, reasonable return postage costs may be reimbursed in accordance with the Australian Consumer Law.

We recommend tracked or registered post to minimise the risk of loss.

Processing Time

We aim to process all returns within 10 business days of receipt.  Assessment may include inspection and verification against purchase records.

Credits and refunds are typically finalised within 5–10 business days after approval.

Checking the Status of Your Request

Progress can be checked at any time by logging into the Support Centre via the FE Sports Australia website.  All open and closed tickets are visible within your account.

 

Final Notes

FE Sports Australia Pty Ltd aims to make every support experience clear, fair, and efficient.  Our Customer Support team is here to assist with any questions throughout the process.

Once goods leave our warehouse, transit times are controlled by the carrier and may vary due to freight schedules, peak demand, or external factors outside our direct control.  We will always work with you to achieve a resolution that complies with the Australian Consumer Law and reflects fair and reasonable handling.

Thank you for choosing FE Sports Australia.  If you need guidance at any stage, please contact us — we’re here to help.