WARRANTY • RETURNS • EXCHANGES

Fair Policy. Clear Support. Built for Players.

At VELNOX SPORTS, we aim to keep our returns, exchange and warranty process straightforward, transparent and aligned with Australian Consumer Law.

QUICK SUMMARY

  • 10-day return or exchange window for most unused items
  • Manufacturing defects may qualify for repair, replacement or refund
  • Cricket bats and some used / hygiene-sensitive goods are restricted
  • Your rights under Australian Consumer Law always apply
⏱
10 Days Unused returns
🛠
Warranty Support Manufacturer faults only
🏏
Bat Conditions Natural willow exclusions apply
⚖️
ACL Rights Protected by law

01

10-Day Money Back Guarantee

We offer a 10-day money-back guarantee or exchange on most unused products.

  • You must contact us within 10 days of receiving your order
  • Items must be unused, undamaged and in original packaging
  • All tags, accessories and packaging must remain intact
  • Products must be returned in the same condition received

Once the item is received and inspected, we may provide a refund or exchange.

02

Items Not Eligible for Return

The following items are generally not eligible for return or refund unless faulty:

  • Cricket bats
  • Used products
  • Products returned without original packaging
  • Products damaged due to misuse or improper handling

Cricket bats are handcrafted natural products. Grain variation, cosmetic marks, minor blemishes and normal signs of use are not considered defects.

03

Warranty Coverage

Warranty support applies to manufacturing defects or faults in materials/workmanship.

  • Manufacturer faults
  • Structural defects under normal use
  • Material or workmanship issues

All claims are assessed case by case. Depending on the issue, the outcome may be repair, replacement, store credit or refund where appropriate.

04

Warranty Exclusions

The following are generally not covered under warranty:

  • Normal wear and tear
  • Damage caused by misuse, abuse or poor maintenance
  • Damage caused by bowling machines or non-leather balls
  • Water, heat or moisture damage
  • Damage caused by accidental impact or improper storage
  • Damage caused by third-party repairs or modifications
🏏

IMPORTANT FOR CRICKET BATS

Willow is natural. Bat care matters.

Cricket bats are made from natural willow and are high-impact sporting goods. Surface marks, minor cracks and general wear are common over time and do not automatically indicate a manufacturing defect. Damage caused by poor knocking-in, yorkers, toe damage, machine use or improper preparation is not covered as a standard warranty issue.

05

How to Request a Return

  1. Contact us within the applicable return period
  2. Provide your order number, product details and reason for return
  3. Include photos if the item is faulty or damaged
  4. Wait for approval before sending the item back

Returned items should be packed securely and include original packaging where applicable.

06

Return Shipping Costs

Return postage is generally the customer’s responsibility, unless:

  • The product is confirmed to be faulty
  • The wrong item was supplied by VELNOX SPORTS

We recommend using a tracked shipping service. We are not responsible for return parcels lost in transit.

07

Exchanges

If you would like an exchange, please clearly mention the replacement product required.

  • Exchanges are processed after the returned item is received and inspected
  • If the exchanged item costs more, you pay the difference
  • If it costs less, the price difference may be refunded

08

Refund Processing

Approved refunds are processed back to the original payment method.

  • Please allow 3–7 business days for internal processing
  • Your bank or payment provider may take additional time

09

Order Cancellations

If an order is cancelled due to change of mind, incorrect selection or circumstances outside our control, non-recoverable payment processing charges may be deducted from the refund where permitted.

  • Domestic card payments: up to 2%
  • International card payments: up to 4.5%
  • AfterPay / Zip style services: provider fees may apply
  • Shipping charges already incurred are generally non-refundable

10

Faulty or Damaged Products

If your product arrives damaged or faulty, please contact us as soon as possible with:

  • Order number
  • Photos of the issue
  • A short description of the fault

We may offer repair, replacement, store credit or refund depending on the issue and your rights under Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

Your statutory rights still apply.

This policy operates in addition to your rights under Australian Consumer Law. You may be entitled to a refund or replacement for a major failure, and repair or replacement for a minor failure. Nothing in this policy is intended to exclude or limit any rights you have under applicable law.

CONTACT VELNOX SPORTS

Need help with a return or warranty claim?

Please include your order number, product details and any relevant photos so we can assist you as quickly as possible.

Email: info@velnoxsports.com.au

Website: velnoxsports.com.au