Definitions and Interpretation
In the Terms and Conditions section, unless the context otherwise requires:
Business Day means the five working days of the week. This includes: Monday, Tuesday, Wednesday, Thursday and Friday that are in accordance to the Australian Eastern Standard Time.
Checkout means to the confirmation page of the Webstore, where the Customer confirms and pays for the order.
Company refers to Racquet X Pty Ltd.
Customer means the person who is purchasing any goods and services from the Company.
Delivery means the process of sending out any goods from the Company to a designated recipient.
International Delivery means orders that are delivered to outside of Australia.
Local and Domestic Delivery means orders that are delivered to Sydney Metropolitan areas and Australian cities
Public Holiday means the Australian national holidays.
Racquet refers to the sports product that is sold on the Webstore.
Redelivery means the process of sending out the same order of goods more than once to the same designated recipient.
Returns Authorisation Number means the number that is issued by the Company to the Customer that wish to return, refund or exchange their order.
Size Exchange means exchanging an item of the same model, but different sizes.
Unopened refers to any items that the Customer has not opened.
Unwanted refers to any items that the Customer does not wish to keep.
Weekend means Saturdays and Sundays that are in accordance to the Australian Eastern Standard Time.
Delivery
Delivery Address:
It is the Customer’s responsibility to enter the correct delivery address at the time of ordering. In situations where the Customer:
Is not available to sign off on the delivery of the order, the Customer will be left a calling card which states how the order could be picked up.
Enters the incorrect delivery address or is unavailable to pick up any orders, the Company will not refund any delivery costs back to the Customer and will not resend another package until the original delivery has been returned. In addition, the Customer will be responsible in paying for any additional expenses incurred for any redeliveries.
Pays for an order on a Public Holiday or Weekend, the order will be processed and dispatched on following business day.
Delivery Cost:
The cost of delivery will be automatically calculated at the Checkout section of the website. The calculation will be based on the delivery destination and number of items ordered.
Local and Domestic Delivery
The Company uses various postal and courier services to deliver any orders. Once your order has been processed and the payment is cleared, deliveries are expected to arrive between 2 to 7 Business Days, depending on the delivery destination. For any situations where you have not received your order within 10 Business Days, please contact the Company.
International Delivery
For orders that are sent to outside of Australia, please take into consideration any delays which may be associated with your local postage or courier service. This may affect the delivery of your order. Once your order has been processed and the payment is cleared, deliveries are expected to arrive between 2 to 4 weeks, depending on the delivery destination. For any situations where you have not received your order after 4 weeks, please contact the Company. PLEASE NOTE: Some orders may be subject to Import Duty and Taxes. The Customer is responsible in paying for any additional costs such as duties, taxes, and customs clearance fees associated with the delivery. For further information, please contact the relevant government authority before placing an order.
Returns, Replacements and Refunds:
The Company accepts returns of all defective products; products damaged in Delivery and (in the case of apparels) products of incorrect sizes, in accordance to the Company’s Returns and Refund Policy.
Replacement or repair of returned products will be made in accordance to the Company’s Returns and Refund Policy. Any refunds that are applied will be issued in the form of coupon that could be applied to other purchases on the Webstore. No cash refunds will be issued.
Returns and Refund Policy
This policy applies to all purchases made from the Company, whether in store or online.
To ensure that the Company provides the most efficient service, if you are lodging a return, please send a request email to returns@racquetx.com.au and provide the following information:
Proof of Purchase (The original Receipt/Invoice number)
The name of the product that needs to be returned
The reason for requesting the return (eg Defective Item, Incorrect Size, Unwanted or Unopened Item Refund)
In situations of a size exchange, please specify exactly which size is required for the exchange
Once an item has been authorised for returns, the Company will give a Returns Authorisation Number and provide the Returns Department address details to the Customer.
General for all products
All returns must be sent back to the Company’s return address with a Returns Authorisation Number within 14 days of raising the returns request.
Returned items will be refunded or exchanged only if the item is Unused, Unopened, not damaged and kept within its original packaging. Any returns that do not meet the above criteria will be refused or disregarded.
The Customer will be responsible for any charges incurred for the delivery of the returned items to the Company.
It is the Customer’s responsibility to ensure that the returned items are delivered back to the Company. The Company recommends that all returns are sent via Registered Air Mail.
The Company reserves the right to change our return and refund policies and/or reject any exchange requests for any reason without prior notice. Should there be any dispute, the Company’s decision will be final
Defective Items on Delivery
For any items found to be defective on delivery, the Customer must:
Take at least 3 high definition photos showing clearly the defective area and provide a brief statement on how the product was found defective.
Immediately contact and return the goods to the Company, with Registered Air Mail, within 7 days of receiving the Delivery and the case will be evaluated by the Company.
The Company will then forward the details to the manufacturer for initial inspection.
In situations where the Company confirms that the defective claim is valid, the Company will be responsible for the redelivery costs back to the Customer. Otherwise, if the claim is invalid, the Customer will need to pay for the cost of retrieving the goods.
In cases of defective items, the Company will provide a replacement item instead of a refund and will redeliver a new item back to the Customer.
Size Exchange
For any size exchange the Customer must contact and return the goods to the Company, with within 14 days of receiving the Delivery.
Items returned for size exchange must be in unused condition. The Company reserves the right to reject return or exchange requests if the returned items are in a condition that is not classified as acceptable by the company.
The Customer is responsible for any fees incurred for returning the items to the Company for a size exchange. The Company though, will be responsible for the delivery fee for the new item to be sent to the Customer.
Each Customer is limited to 1 size exchange per customer per order. For any exchanges that occur more than once, the Customer is required to pay for all returns and delivery fees.
Unwanted or Unopened Item (including Cancelled orders) Refund
For any Unwanted or Unopened items (including cancelled orders), the Customer must contact and return the goods to the Company, with within 14 days of receiving the Delivery.
The Customer is responsible for any fees incurred for returning any Unwanted or Unopened items (including cancelled orders) to the Company.
Refunds for Unwanted or Unopened items (including cancelled orders) will be provided by the Company in form of a coupon that could be applied to other purchases on the Webstore. No cash refunds will be issued.
Warranty
Warranty only applies to product defects.
Warranty periods vary depending on the product and brand purchased. Specific warranty periods are stated on the Invoice issued with each order.
Order and Invoice Number
Webstore
When an order is processed on the Webstore, the Customer will be sent an email confirming their order and will be issued an Order Number and Invoice Number. If a payment is made via a Bank Transfer, please use this number as the payment reference so the Company can identify the order. The Customer will then be sent a separate receipt (with an Invoice Number) with the delivery. Please keep these numbers for future references.
Orders from Phone or Email
When an order is processed via the phone or email, the Customer will be sent an email confirming their order and will be issued a Quote Number and Invoice Number. If a payment is made via a Bank Transfer, please use this number as the payment reference so the Company can identify the order. The Customer will then be sent a receipt (with an Invoice Number) with the delivery. Please keep this number for future references.
Professional Stringing/Restringing Services
The Company does not provide any refunds or warranties on any racquet restringing services. Unfortunately, as old racquets may have previously been damaged or may not have a specific recommended stringing tension, the Company is not liable to any damages from stringing/restringing racquets.
Racquet X Coupon
The Company may provide coupons to certain customers through loyalty or promotional campaigns. The more the Customer purchases from the Company, the greater the chance of the Customer to receive coupons. To redeem a coupon, simply enter the coupon code on the Checkout page and our system will automatically apply the coupon onto your order. Please note, that coupons have expiration dates and conditions, each coupon will only be vaild for each purchase. Expired coupons will not be extended for any reason.
*Price Match Guarentee The Company offers a price match guarentee to any customers who present a valid quotation from another retail store. In some situations, the Company may beat the existing offer, offered up the the discretion of the Company. This guarentee is valid only for Australian customers and the competing quotation must be current and validated against an existing Australian retailer at the time of the price match. The competing product offer must be the in stock, and where applicable, the same quantity, model and mode of delivery.
