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Warranty & Return Policy

At HR Sports, we stand behind the products we sell. This page explains your rights, our warranty coverage, and how to make a claim or return. If you have any questions, our customer service team is here to help at sales@hr-sports.com.au.

Your Rights Under the Australian Consumer Law

All products sold by HR Sports come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits or replaces those rights.

Under the ACL, you are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage.
  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

For more information on your consumer rights, visit consumerlaw.gov.au.

Warranty Coverage

Warranty Period

HR Sports products carry a minimum 12-month warranty from the date of delivery, covering defects caused by faulty materials or poor workmanship, for domestic use. Some products carry longer manufacturer warranties; refer to the individual product listing for details, and where warranty documentation has been provided with your order, refer to that documentation for the applicable coverage period.

For commercial use, warranty coverage applies for a period of up to 90 days from the date of purchase, unless otherwise stated in the product listing at the time of sale.

The warranty period for minor accessories, bonus gifts, or consumable components supplied with a product (such as carry bags, straps, blades, chains, instrument strings, or pull starts) may be shorter or excluded; this is noted where applicable.

What the Warranty Covers

The warranty covers defects in materials or workmanship that arise under normal use and proper installation. If a product fails within the warranty period due to a manufacturing defect, we will, depending on the nature and severity of the fault, arrange one of the following:

  • Supply of missing or replacement parts.
  • Repair guidance or facilitation.
  • Replacement of the product (subject to availability).
  • An alternative product of equivalent value.
  • A partial or full refund or store credit.

Each warranty claim is assessed individually based on the nature of the fault and the applicable consumer rights.

What the Warranty Does Not Cover

The warranty does not cover damage or failure caused by:

  • Misuse, neglect, or use contrary to the product instructions.
  • Improper assembly, installation, or modification.
  • Normal wear and tear.
  • Incorrect or lack of maintenance (including failure to oil, clean, or store the product properly).
  • Accidental damage (e.g. cuts or scratches caused by opening packaging with a blade).
  • Physical damage caused intentionally or during the use of the product in inclement weather.
  • Items sold as ex-demo or used, unless otherwise stated in the listing.
  • Free gift or bonus items included with a purchase.

Product-Specific Warranty Notes

The following product types have specific conditions that apply in addition to the general warranty terms above:

  • Gazebos, marquees, shade sails, and garden umbrellas: These outdoor structures must be properly secured at all times. We do not cover damage caused by wind, storm, or failure to anchor the product correctly. Physical damage from misuse, incorrect assembly, or use during adverse weather is not covered.
  • Trampolines: Warranty does not cover general wear and tear to jump mats, netting, or pole protectors, including rips and tears resulting from normal use.
  • Pool covers: UV damage (drying, cracking, hardening, or broken insulation bubbles) is not covered. Pool covers must be stored rolled, not folded, and kept out of direct sunlight when not in use. The cover must lie flat on the water surface with the bubble side down.
  • Fuel-powered equipment: Not covered for damage caused by incorrect fuel or oil, inability to start due to improper tuning or dirty filters, or products stored for extended periods with fuel left in the tank.
  • Bedding, cushions, and soft goods: Warranty does not cover general wear, fading from UV exposure, or damage caused by improper washing or care.

Damaged or Faulty on Arrival (DOA)

If your order arrives damaged in transit, with missing parts, or with an existing defect, please contact us within 10 business days of receiving the goods. Include the following in your message:

  • Your order number.
  • A description of the damage or fault.
  • Clear photos and a short video showing the issue (including the packaging where relevant).

Do not dispose of the item or packaging before your claim is resolved, we may need to inspect the goods or arrange their return.

Claims submitted outside the 10 business day window may not be accepted, as courier companies may delete delivery evidence and records after this period.

Incorrect Item Received

If you receive an item that is different from what you ordered, contact us within 7 days of receiving the delivery at sales@hr-sports.com.au with clear photos and a short video clearly showing the incorrect item. We will arrange to have the incorrect item collected and the correct item dispatched as soon as possible.

Important – Condition requirements for return: For an incorrect item return to be accepted, the item must be:

  • Completely unused; the item must not have been operated, worn, assembled, tested, or used in any way.
  • In its original, sealed packaging; the packaging must be unopened and undamaged, and the item must not have been unboxed, unpacked beyond initial inspection, or removed from its original wrapping.
  • Complete, with all original accessories, components, manuals, and any included items in their original condition.

Returns that do not meet these conditions may not be accepted. A refund will be issued if a replacement is not available.

Missing Items

If an item is missing from your order, please raise this with us within 10 days of the dispatch date. Note that some multi-item orders may ship in separate parcels with individual tracking numbers. Please check all tracking before contacting us.

Making a Warranty Claim

To lodge a warranty claim, contact us at sales@hr-sports.com.au with:

  • Your order number and the product name.
  • A description of the fault or defect.
  • Clear photos and a short video of the issue (including any relevant packaging).
  • What outcome you are requesting (replacement, parts, refund).

We will assess your claim and respond within 2 business days. Where we require the product to be returned for inspection, we will issue a Return Authority (RA) number and advise on the return method. Items must not be returned without prior authorisation.

If we request the product back, items must be disassembled and packed to their original delivery condition. Where the warranty claim is valid, we will cover reasonable return shipping costs. If no fault is found or the damage is inconsistent with the original claim, you may be responsible for return freight and inspection costs.

Change of Mind Returns

We accept change of mind returns within 14 days of delivery, subject to the following conditions:

  • The item must be in its original, unopened, unused, and unassembled condition.
  • All original packaging, accessories, manuals, and documentation must be included.
  • The item must not have been assembled, installed, or used in any way.

Change of mind returns are not accepted for:

  • Health, safety, or hygiene products that have been opened.
  • Bulk purchases (pallet quantities or pick-up orders).
  • Items that have been assembled or used.

To initiate a change of mind return, contact us at sales@hr-sports.com.au before sending anything back. Do not return items without our prior approval; unauthorised returns cannot be processed.

Change of Mind Return Costs and Refund

Change of mind returns are subject to a restocking fee of 10% to 30% of the original item price, depending on the supplier and product type. This fee will be clearly communicated to you when you initiate the return.

Return freight costs are the customer's responsibility unless we have provided a return label.

The original shipping charge paid at the time of purchase is non-refundable for change of mind returns.

Once the returned item is received and inspected, the refund (less any restocking fee) will be issued to your original payment method within 7–10 business days. In some cases, a store credit may be offered in place of a monetary refund.

Items Returned to Sender

If a delivery is returned to our supplier because the address was incorrect, incomplete, or the parcel was unclaimed, this will be treated as a change of mind return. A restocking fee and re-delivery costs may apply.

Refunds

Approved refunds are processed to your original payment method. We are unable to issue refunds to a different payment method or account from the one used to place the order. Refund processing typically takes 7–10 business days after approval, depending on your bank or payment provider.

Refunds under the Australian Consumer Law are not subject to restocking fees.

Product Recalls

In the event of a product safety recall, we will contact affected customers directly with instructions on what to do. Please ensure your contact details are up to date in your HR Sports account.