Refund policy

ORO Sports Australia — Return & Refund Policy
At ORO Sports Australia, we want you to be completely satisfied with your gear [Home page – ORO Sports]. Our returns policy is built in strict accordance with Australian Consumer Law (ACL) to guarantee a fair process for all players, clubs, and customers.

1. Consumer Guarantees (Faulty or Damaged Items)
Under the ACL, you are legally entitled to a remedy if a product fails to meet consumer guarantees [Repair, replace, refund, cancel - ACCC].
  • Major Faults: If your sports equipment or apparel arrives with a major fault (e.g., severe structural damage, unravelling seams out of the box, or incorrect branding), you are entitled to choose between a full refund, replacement, or store credit [Repair, replace, refund, cancel - ACCC].
  • Minor Faults: For minor issues that can be easily fixed, we reserve the right to offer a free repair or replacement within a reasonable timeframe instead of a refund [Repair, replace, refund, cancel - ACCC].
  • Timeframe: Please inspect your order upon delivery and report any structural faults or transit damage within 7 days of receipt.

2. Change of Mind Returns (Standard Stock Only)
We understand that sometimes you might change your mind or need a different size for retail items (such as standard gloves, balls, or stock training wear) [Contact us - ORO Sports].
  • Eligibility: Change of mind returns are accepted within 14 days of delivery.
  • Condition: Items must be completely unused, unwashed, unworn, and in their original packaging with all retail tags attached.
  • Exclusions: For hygiene reasons, undergarments or protective base layers cannot be returned for change of mind once opened.
  • Return Shipping: For change of mind returns, the buyer is responsible for all return shipping costs. We highly recommend using a tracked postal service.

3. Custom Club & Teamwear Orders
Because custom jerseys, kits, and club-branded apparel are uniquely manufactured to your specifications [Contact us - ORO Sports]:
  • No Change of Mind: Custom club orders cannot be returned, exchanged, or refunded for a change of mind, incorrect size selection, or number choice made by the club/player.
  • Faulty Custom Items: The consumer guarantees outlined in Section 1 still apply [Repair, replace, refund, cancel - ACCC]. If a custom item has a manufacturing defect, it will be replaced or refunded.

4. How to Initiate a Return
Do not send items back to our warehouse without an approved return authorization. Follow these steps:
  1. Email Us: Contact our team at orosportsau@gmail.com with the subject line "Return Request — Order #[Your Order Number]".
  2. Provide Details: Include your full name, the specific items you wish to return, and clear photos if you are claiming a product fault.
  3. Ship the Item: Once our team reviews and approves your request, we will provide you with the correct return shipping address and instructions.

5. Refund Processing Time
  • Once your return package is received at our facility, it will be inspected within 3–5 business days.
  • Approved refunds will be issued back to your original payment method (e.g., credit card, PayPal).
  • Please note that depending on your financial institution, it can take an additional 2–7 business days for the funds to clear into your account.