Refund policy

Returns & Refunds Policy

This Returns & Refunds Policy applies to purchases made from BASELINE Pickleball, operated by Excelsior Industries Pty Ltd (ABN 79 691 092 510).

At BASELINE Pickleball, we want you to be satisfied with your purchase. This policy operates in addition to your rights under the Australian Consumer Law.

Change of Mind Returns

We offer a 30-day return policy for change of mind purchases. You have 30 days from the date you receive your item to request a return.

To be eligible for a change of mind return:

The item must be unused and in the same condition you received it.
The item must include original packaging, tags, and accessories.
Proof of purchase must be provided.

To request a return, contact us at support@baselinepickleball.com.au.

If your return request is approved, we will provide instructions on how and where to send your return. Items sent back without first contacting us may not be accepted.

Return shipping costs for change of mind returns are the responsibility of the customer unless otherwise required under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us immediately if:

The item is damaged.
The item is faulty.
You received the wrong item.

If a product is found to be faulty, damaged, or not as described, we will provide a suitable remedy in accordance with Australian Consumer Law. This may include repair, replacement, refund, or reimbursement of return shipping costs where applicable.

Non-Returnable Items

We do not accept returns for:

Gift cards
Clearance or final sale items marked as non-returnable
Personalised or custom-made products
Products that have been used, damaged, or altered after delivery in a way not caused by a manufacturing fault

Please contact us if you are unsure whether your item is eligible for return.

Exchanges

We currently do not offer direct exchanges.

If you would like a different product, please request a return for the original item (if eligible) and place a new order once the return has been approved.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at support@baselinepickleball.com.au.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Products sold by BASELINE Pickleball and supplied by Excelsior Industries Pty Ltd (ABN 79 691 092 510) come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.