KOOKABURRA SPORT PRODUCT WARRANTY & RETURNS POLICY

 

In accordance with Australian Consumer Law, you are entitled to a replacement or refund for a major failure of any of our goods and compensation for any other reasonably foreseeable loss or damage. If goods do not meet the criteria of acceptable quality, you are also entitled to have the goods repaired by the manufacturer.

Our Commitment To Kookaburra Sport Customers

Kookaburra Sport will always endeavour to process warranty returns within a reasonable timeframe and in accordance with ACCC Consumer Guarantees. We will exchange or provide a store credit for items that match the following conditions:

1. The item is returned within 30 days, undamaged and in their original, saleable condition.
2. Submitted with proof of purchase in the form of order receipt.

**Please ensure you have checked out our Cricket, Hockey and Football  SIZE GUIDES thoroughly before ordering.

30 Day change of mind and exchange period

You can return or exchange a product that you have purchased for any reason within 30 days of purchasing. Products must be unworn, unwashed, unused and in orginal condition, with all tags and labels still attached.

The 30 day return period does not apply to all custom and teamwear orders, gift cards and australian made balls. We require proof of purchase for any return or exchange.
 

 

 

Kookaburra Sport will not refund or exchange in the following situations:

1. When a customer changes their mind about a purchase (some exceptions apply)
2. Goods not returned in their original condition, are damaged, or missing parts
3. Any Items returned after 30 days

Faulty Returns

You can choose a refund or exchange if an item has a major fault. This means:

1. The identification of a problem post purchase that would have prevented you from buying in the first instance.
2. The item is significantly different to what has been sampled or described.
3. The item doesn’t have what is specified or what we deem it to have.

Submitting a warranty claim

When submitting a warranty claim, the Kookaburra Sport Claims Department needs to see your item to arrange the appropriate course of action. Each claim will depend on circumstances and is taken on a case by case basis. The assessment is thorough and will adhere to the principles outlined in Australian Consumer Law, which you will be advised of once the assessment is completed. **Please note, If you have purchased online via kookaburrasport.com.au – the cost of your return is covered

Warranty Product Period - Please see table below:

 

Product Category	Warranty Period	Things To Note	Warranty Does Not Cover
Kookaburra Cricket Bats Kookaburra Hockey Sticks	12 Months	Please review our expert tips on how to prepare and preserve a bat HERE first.   Please take note of the knocking in guide as improper preparation and care will lead to premature cracking.   Adding protection such as Extra Tec & Toe protection is highly recommended for enhanced longevity. Bats are made of natural material & have an incredibly hard task of hitting a solid cricket ball repeatedly. Even the most prepared bats will eventually show wear and does not necessarily render the bat faulty or defective.	-Yorker Damage to Toe of the bat -Damaged due to lack of knocking in/playing in. -Damage resulting from bats being machine prepared -Damage due to poor preparation and maintenance -Damage due to moisture, over-oiling or heat. -Damage from non-leather, non-cricket or composite balls. -Improper use (hitting with anything other than what the product is used for). -Bat was purchased overseas -Bat is over 12 months old
Kookaburra Cricket and Hockey Bags & Protective	6 Months	Warranty covers a split seam or stitching, broken zipper and wheel faulty If damage is too great within the 6 months, the protective/bags can qualify for an exchange, refund or credit. Please contact [email protected] for more info.	-Does not cover wear & tear or heavy use.
Kookaburra Cricket Shoes & Hockey Shoes	6 Months	Warranty covers a split seam or stitching, spike blow-out or separation of sole.   If damage is too great within that 6-month period, the shoes may qualify for an exchange, refund, or credit. Please contact [email protected]	-Does not cover wear & tear or heavy use.
Kookaburra Cricket Helmets	12 Months	Warranty covers size adjuster (dial) breakage   If damage is major within that 12-month period, the cricket helmet may qualify for an exchange, refund, or credit. Please contact [email protected]	-Helmets will not be replaced due to any damage caused by impact of a ball.
Kookaburra Cricket & Hockey Balls	N/a	A replacement, refund or store credit will be given when a product fault is major. Whether it is major or not is determined by the ball experts at Kookaburra Sport. Please contact [email protected]	- Kookaburra Sport reserves the right to charge a 12.5% restocking fee on all returns.

 

 

FAQ - RETURNS

 

How do I return or exchange an item?

For our ONLINE CUSTOMERS ONLY who have purchased at kookaburrasport.com.au please follow the simple steps for easy returns HERE.

How long will my refund take?

Once processed, you will receive your refund within 10 business days. Please contact our Customer Care team here if you need help completing a refund. You will receive a confirmation email once your refund has been arranged.

Where can I find my web order number?
Your order number will be included in the emails we send confirming your order and, on the information, we sent with your order. It will begin with WBAU. Can't find it? Let us know and we can look it up for you.

 

As an online customer, what do I need to include with my return?

1. Please ensure you have your customer code and item code ready as seen on your invoice and order email confirmation.
2. Begin a Return by filling out the form HERE
3. You will then receive a return label, which you will need to print, attach to item and re-package.
4. Take your return to a carrier nearest to you.

Will I receive a refund of shipping fees?

Shipping fees from your original order will not be refunded for change of mind returns or for faulty returns where there are other items listed on the original invoice that are not returned.

Will I need to pay for my return?

Kookaburra Sport will cover the cost of return postage within Australia. If there are any additional costs, e.g. improper packaging of your return - you will need to cover this **Please Note: If exchanging Please reuse the packaging that your order is sent in. The product must be returned in the same condition it was delivered.

Can I return products that don't meet your returns policy?

No, products returned that don't meet our policy will either be stored in the warehouse for you to collect, or you will be charged for the product to be shipped back to your nominated address.

What will I be refunded?
Your refund will be the amount paid for the product being returned after any discounts or vouchers have been applied. 

How will my refund be paid to me?
Your refund will be paid back via your original payment method.

How long will my refund take?
The funds should return to your account within 1-5 business days from the date of processing.