Refund & Returns Policy

Refund & Returns Policy

Last updated: May 2026

Our Promise to You

We want you to love what you ordered. If something's not right, we'll do our best to make it right — quickly and without the runaround.

Your rights under the Australian Consumer Law (ACL) always apply, and nothing in this policy changes or limits those rights.

Australian Consumer Law Guarantees

Under Australian Consumer Law, every product we sell comes with automatic guarantees that cannot be excluded. You are entitled to a remedy if a product:

  • Is not of acceptable quality (faulty, unsafe, or doesn't work as expected)
  • Doesn't match the description or images shown on our website
  • Isn't fit for the purpose we said it would be suitable for
  • Doesn't last a reasonable amount of time given its nature and price

These guarantees are on top of any manufacturer's warranty.

Faulty or Damaged Products

If your item arrives faulty, damaged, or defective — we've got you covered.

Contact us within 30 days of delivery and we'll arrange one of the following, depending on the nature of the fault:

  • A full refund to your original payment method
  • A replacement of the same item
  • A store credit (if you prefer)

For major failures — where the product is substantially different from what was described, unsafe, or completely unusable — you can choose between a refund, replacement, or store credit.

For minor failures that can be fixed, we may offer a repair, replacement, or partial refund.

What we need from you:

  1. Email us at support@soccerstore.store
  2. Include your order number
  3. Attach clear photos or a short video showing the fault

We'll respond within 1–2 business days and guide you through the next steps. In most cases, you won't need to return the item before we resolve the issue.

Wrong Item Received

If we sent you the wrong product, contact us within 30 days of delivery. We'll send the correct item at no extra cost and cover any return shipping required.

Change of Mind Returns

We understand that sometimes things just don't work out.

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

  • The item is unused and in original condition
  • It is in its original, undamaged packaging
  • You have proof of purchase (order confirmation email)

Change of mind returns are not covered under Australian Consumer Law, so the following apply:

  • Return shipping is at your cost
  • A store credit or exchange will be issued (not a cash refund, unless otherwise agreed)
  • Items that have been used, worn, washed, or damaged after delivery are not eligible

To start a change of mind return, email us at support@soccerstore.store with your order number and reason. We'll provide a return address and instructions.

Items We Cannot Accept Back

The following items are non-returnable for hygiene and safety reasons:

  • Mouthguards, compression garments, and items that have been worn against the skin (unless faulty)
  • Items that have been used, assembled, or washed
  • Products returned without prior approval from our team

If your item is faulty, these restrictions do not apply — your ACL rights always take precedence.

Refund Processing Times

Refund Method Timeframe
Original payment method (card/PayPal) 3–7 business days
Store credit Issued same business day
Bank transfer (if applicable) 5–10 business days

Return Shipping

Situation Who Pays Shipping?
Faulty, damaged, or wrong item We cover it
Change of mind return You cover it

We recommend using a tracked service for returns. We are not responsible for items lost in transit on their way back to us.

How to Contact Us

Email: support@soccerstore.store
Response time: 1–2 business days (Monday–Friday)

Please include your order number in all correspondence — this helps us resolve your issue as fast as possible.

Your Rights Under Australian Consumer Law

This policy is in addition to, and does not limit, your rights under the Australian Consumer Law. For more information about your consumer rights, visit the Australian Competition & Consumer Commission (ACCC) at www.accc.gov.au or call 1300 302 502.

soccerstore.store is an Australian online retailer. All prices are in Australian Dollars (AUD). Transactions are subject to Australian law.