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It is the Buyers obligation to enter the correct delivery address details at the time of ordering. Should the Buyer enter the incorrect delivery address, Calibre Australia will not refund any delivery costs and will not be obliged to re-send the order to the correct address at our expense.
If you are not around to take delivery of your parcel, you will be left a calling card telling you how you can pick up your goods. Unfortunately we cannot deliver on weekends or on a public holiday. In this instance please expect your delivery on the next business day.
Delivery cost will be automatically calculated at "Checkout" based on the delivery destination and item(s) ordered.
We use Australia Post, Fastway and TNT postal services depending on the item(s) ordered. You should normally receive your order within 2-7 business days after your payment has cleared (excluding weekends). Once your order has been dispatched, we cannot be responsible for the delivery times after that. If you have not received your order within 10 business days (excluding weekends), please contact us.
If you would like your order to be sent by Express delivery, please contact us. Additional delivery charges will apply.
For items sent outside Australia, please take into consideration any delays which may be associated with your local mail service. This may affect the delivery of your order.
We use Australia Post services for international delivery. You should normally receive your order within 1-4 weeks after your payment has cleared. Once your order has been dispatched, we cannot be responsible for the delivery times after that. If you have not received your order within 4 weeks, please contact us.
You may be subject to Import Duty and Taxes. The Buyer pays any additional costs such as duties, taxes, and customs clearance fees. For further information, contact your relevant government authority in your country before you order. If the buyer fails to pay the duty or tax and the parcel is returned to us, we can only issue a refund after deducting our costs (packaging, original postage, return postage, and damage deductions). If the parcel is lost, no refund will be provided.
All international orders include free transit insurance for damages or loss up to AUD $100 (typically, racquets up to $100, others up to $50). You can choose to increase the coverage at a cost of $3 per additional $100 insured value. Feel free to contact us for more details.
General Returns & Refunds:
Please note, if you wish to return or exchange an item, you must contact us to notify your intention. You may be asked to provide proof of purchase such as the Invoice related to the item(s) being returned or refunded. A restocking fee of 20% may apply.
If you return goods for any reason, please keep appropriate proof of dispatch. Otherwise, if the returned item goes missing in transit to us, we will deem you not to have returned the item. It is your responsibility to ensure returned goods are adequately packaged to avoid damage in transit.
We will not issue a refund or exchange unless the item is a) unused, unopened, undamaged and in a re-saleable condition and b) Received by us within 14 days of original delivery to you.
Buyer will be responsible to pay the delivery costs of the return to Calibre Australia and any re-delivery to you. We will not refund initial delivery or credit card costs. We aim to turn around returns and refunds within 14 days of receiving your package.
Goods Damaged or Faulty on Delivery
Please contact us if the item(s) are damaged or faulty on delivery.
You may return damaged or faulty goods. If later deemed by us to be faulty, normal warranty conditions for that product apply. It is your responsibility to follow warranty/instruction information. You are responsible for all costs incurred in relation to any return. In the event that you receive a defective or damaged product, we will dispatch your replacement item (subject to availability).
Once we receive the item returned by you, or otherwise agree that the item is defective or faulty, we will happily refund the original product price and delivery, via the original method of payment.
Please note that all products that are not found to be defective will incur the delivery costs of returning the item to us and buyer will be responsible for re-delivery costs.
Racquet Returns & Refunds
1. Warranty applies to wrong product or factory defects only.
2. Returns due to reasons other than wrong product or factory defects:
Please contact us in writing, within 14 days of delivery if you require an exchange.
If an exchange has been granted, you will be required to send us an email containing the name, variety and cost of the new product. By returning your item(s) for an exchange you have agreed to have the credit/debit card that was used for the original order debited or refunded by the difference of the original item and any additional shipping charge. If your original method of payment was by way of electronic bank transfer to Calibre Australia, refunds will be made to the same account and any difference in payments to Calibre Australia should be made forthwith using the same account. Please note, we will not ship new item(s) until the difference in payment has been received.
Order Number/InvoiceAt the end of the order process you will be sent an email confirming your order and also an "Order Number". If you are paying via Bank Transfer, please use your "Order Number" as the payment reference so we can identify your order. We will also send you an separate Invoice with the delivery of your order. Please keep both references in a safe place as you may need to quote the Order and/or Invoice number when dealing with us.
IMPORTANT: If you have purchased a racquet from us, the Invoice we send to you will contain the serial number of the racquet. You will need to quote this serial number when dealing with us.