Refund policy

🔹Gem Sports Return and Exchange Policy

At Gem Sports, your satisfaction is our priority. If you’ve ordered the wrong item or are not completely satisfied with your purchase, we’re here to help. Please review the policy below for a clear and fair return and exchange process.

🔹Eligibility for Refunds and Exchanges

  • Return Window: Products must be returned within 14 days of delivery.
  • Product Condition: Items must be unused, in their original condition, with all original packaging and tags intact. Racquets must retain the original plastic sleeve on the handle.
  • Non-Returnable Items: Clearance items (unless faulty), strung racquets, stringing services, and shoes/clothing that have been used, worn, or damaged without quality issues are not eligible for return.
    *Clearance products cannot be returned or exchanged unless faulty.
  • Refunds: Refunds will only be issued as store credits.
  • Proof of Purchase: Include your receipt, name, phone number, and email with any return.

🔹Refund Method

  • Store Credit Only: All eligible refunds are issued as store credits (excluding original shipping costs).

  • Restocking Fee: Gem Sports reserves the right to refuse returns or apply up to a 30% restocking fee if items are not returned in resellable condition.

🔹Return Guidelines by Product Type

⚠️ Please note: Clearance products cannot be returned or exchanged unless faulty.

1. Racquets

  • If strung, the racquet is non-refundable.
  • Racquets with original plastic sleeves removed are not eligible for return.

2. Shoes

  • Size Issues: Exchanges due to size issues are allowed (subject to availability), but customers are responsible for all shipping costs. Once we receive and inspect your return, we’ll process and ship the requested size if available. If your requested size is out of stock, we will issue store credit instead.
  • Faulty items: If a defect or quality issue is confirmed, Gem Sports will cover return & reshipping costs.
  • Used shoes or complaints of being "uncomfortable" are not grounds for return. Returns due to colour preference or incorrect selection are not accepted.

3. Clothing

  • Return/exchange allowed only for sizing or manufacturing defect. Once we receive and inspect your return, we’ll process and ship the requested size if available. If your requested size is out of stock, we will issue store credit instead.
  • Worn items or returns due to style/colour preference are not accepted.

4. Tennis Ball Machines

  • Due to size and shipping complexity, returns are handled case by case.
    Please contact us directly for return instructions.

🔹Return Process

  1. Contact Us: Reach out via chat or Email info@gemsports.com.au or call (07) 2104 4007
    Provide your order number and the item(s) you wish to return.

  2. Prepare Your Return: Securely pack the item(s) with all original packaging and documents.
    Include a note explaining the return reason.

  3. Ship Your Return: Use a trackable shipping method. Keep your tracking info as proof.

  4. Ship to:

    Gem Sports
    Shop 1B/218 Padstow Rd,
    Eight Mile Plains QLD 4113, Australia

  5. Processing: Returns are inspected within 7 business days of arrival.
    You’ll be notified once your store credit is issued or exchange processed.

🔹Store Credits Details

  • Issued as digital gift card or credit code via email.

  • Can be used on any item on our website or in-store.

  • Valid for 12 months from date of issue.

🔹Note

  • We encourage customers to double-check sizes and specifications before purchasing.
  • Clearance products cannot be returned or exchanged unless faulty.
  • If unsure, don’t hesitate to contact us — our team is happy to help.

Thank you for choosing Gem Sports 💎