Wiz Sports – Returns & Refund Policy

At Wiz Sports, we are committed to providing high-quality cricket equipment and excellent customer service. If you are not completely satisfied with your purchase, we are here to help. Please review the following Returns & Refund Policy carefully.

1. 10-Day Returns, Change of Mind & Incorrect or Faulty Products

At Wiz Sports, we want our customers to shop with confidence. Please carefully review the following terms regarding change-of-mind returns, store credits, exchanges, damaged or incorrectly supplied products, and products that are excluded from our standard change-of-mind return policy.

These terms apply in addition to any rights and remedies you may have under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any rights that cannot legally be excluded.

1.1 Change of Mind – No Cash Refunds

Wiz Sports does not provide refunds for change-of-mind purchases.

A change of mind includes circumstances where:

• You no longer want or need the product.
• You do not like the product after receiving it.
• You have changed your preference regarding colour, model, design or other product characteristics.
• You have ordered the incorrect size or selected the wrong product.
• You have found the product cheaper elsewhere.
• You expected something different, but the product supplied is consistent with the description, specifications and images provided on our website.
• You simply decide that you would prefer not to keep the product.

However, as a customer service gesture, Wiz Sports may accept an eligible change-of-mind return within 10 days of delivery and issue store credit, subject to the conditions below.

1.2 10-Day Store Credit for Eligible Change-of-Mind Returns

If you change your mind about an eligible product, you must contact Wiz Sports within 10 days of receiving your order.

To qualify for store credit, the returned product must:

• Be completely unused and unworn.
• Be in its original condition.
• Have no damage, marks, dirt, odours, alterations or signs of use.
• Be returned with its original packaging.
• Have all original tags, labels, manuals, accessories and components attached or included.
• Be in a condition suitable for resale as a new product.
• Not fall within one of the excluded product categories outlined below.

Wiz Sports reserves the right to inspect all returned products before approving store credit.

If the returned product does not meet these requirements, we may decline the change-of-mind return.

1.3 Store Credit Amount & Shipping Costs

For an approved change-of-mind return, Wiz Sports will issue store credit rather than a cash refund.

The store credit will be based on the eligible amount paid for the returned product.

Original shipping and delivery costs are not included in change-of-mind store credit.

Where Wiz Sports incurred an actual shipping cost to send the original order, including where discounted or promotional shipping was offered to the customer, the applicable actual shipping cost may be deducted from the store credit where permitted.

The customer is also responsible for the cost of returning a change-of-mind product to Wiz Sports.

We strongly recommend using a tracked shipping service when returning products, as the customer remains responsible for the parcel until it is received by Wiz Sports.

1.4 Size, Colour or Product Exchanges

If you have ordered the wrong size, colour or model and would like to exchange it, please contact us within the applicable return period.

Where the original product is eligible for a change-of-mind return, we may arrange an exchange or provide store credit so you can select another product.

For change-of-mind exchanges, the customer is generally responsible for:

• The cost of returning the original product; and
• Any applicable shipping cost for sending the replacement product.

Any difference in price between the original and replacement products will also need to be paid before the replacement is dispatched.

1.5 Damaged, Faulty or Incorrectly Supplied Products

If you receive a product that is damaged, faulty, materially different from its description, or different from the product you ordered, please contact Wiz Sports as soon as possible.

We may ask you to provide photographs, videos or other reasonable information so we can assess the issue.

Where a return is reasonably required for assessment, Wiz Sports may provide a prepaid return shipping label for the product to be returned to us.

Once the product is received, it will be inspected and assessed.

Where appropriate, we may arrange a replacement, repair, refund or other remedy in accordance with the Australian Consumer Law.

If a replacement is the appropriate remedy and the product is available, we can arrange for the correct or replacement product to be sent after the original product has been returned and assessed.

Customers will not be required to pay return shipping costs where Wiz Sports has supplied an incorrect product or where Wiz Sports is responsible for an eligible faulty or damaged product return, subject to applicable consumer law.

1.6 Cricket Bats That Have Been Prepared or Customised

Change-of-mind returns, exchanges and store credits are not available for cricket bats that have been prepared, altered or customised at the customer's request.

This includes, but is not limited to, bats that have undergone:

• Knocking-in
• Oiling
• Extratec or protective sheet application
• Toe guard installation
• Grip changes or additional grips
• Weight reduction
• Bat preparation or match-ready services
• Custom modifications
• Any other preparation or alteration requested by the customer

Once preparation or customisation has commenced, the cricket bat can no longer be treated as a standard unused product and therefore cannot ordinarily be returned simply because the customer has changed their mind.

This exclusion applies specifically to change-of-mind returns and does not remove any rights or remedies that may apply under the Australian Consumer Law if the product or service has a problem covered by the ACL.

1.7 Hygiene & Personal-Use Products

For hygiene and health reasons, certain products may not be accepted for a change-of-mind return or exchange once used, worn, opened or otherwise rendered unsuitable for resale.

This may include certain protective equipment, apparel, compression garments, personal-use accessories and other hygiene-sensitive products.

Where applicable, the product must remain unused, unworn, unopened where relevant, and in its original packaging to be considered for a change-of-mind return.

This hygiene exclusion does not limit any rights a customer may have under the Australian Consumer Law where a product is faulty, defective, incorrectly supplied or otherwise fails to meet a consumer guarantee.

1.8 Inspection of Returned Products

All returned products are subject to inspection by Wiz Sports.

Receiving a returned product does not automatically mean that a return, exchange or store credit has been approved.

We will inspect the product to confirm its condition and whether it meets the applicable return requirements.

For change-of-mind returns, Wiz Sports may decline the return where the product:

• Has been used or worn.
• Has been damaged after delivery.
• Is dirty, marked or has an odour.
• Is missing packaging, tags or accessories.
• Has been altered or customised.
• Is no longer suitable to be sold as new.
• Falls within an excluded change-of-mind category.

1.9 Australian Consumer Law

Our change-of-mind policy is separate from your statutory rights under the Australian Consumer Law.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded.

Where goods have a major or minor failure, are unsafe, are not of acceptable quality, do not match their description or otherwise fail to comply with applicable consumer guarantees, the remedies available will be determined in accordance with the Australian Consumer Law.

In summary: Wiz Sports does not provide cash refunds simply because a customer changes their mind. Eligible unused products may be returned within 10 days for store credit, excluding applicable shipping costs. Faulty, damaged or incorrectly supplied products are handled separately in accordance with this policy and the Australian Consumer Law.

2. Products Not Eligible for Return

For hygiene, performance, and customization reasons, the following items cannot be returned or refunded unless faulty:

• Cricket bats
• Used products
• Products returned without original packaging
• Products damaged due to misuse or improper handling

Cricket bats are handcrafted natural products, and grain structure, minor cosmetic marks, or natural blemishes are not considered defects.

3. Return Procedure

To initiate a return:

1. Contact Wiz Sports within 10 days of receiving the item.

2. Provide:

   • Order number

   • Product details

   • Reason for return

3. Wait for confirmation from our support team before sending the product.

Returned items must include:

• Original packaging
• Order details
• Clear instructions for refund or exchange

Returns should be securely packed to avoid damage during shipping.

4. Return Shipping Costs

Return postage costs are generally the responsibility of the customer.

Customers must arrange and pay for return shipping unless:

• The product received is faulty, or
• The product was incorrectly supplied by Wiz Sports

In these cases, Wiz Sports will cover the return shipping cost.

We recommend using a tracked shipping service, as Wiz Sports cannot be responsible for lost return parcels.

5. Exchanges

If you would like to exchange an item:

• Clearly mention the replacement product you want.
• Exchanges will be processed once the returned item is received and inspected.

If the exchanged product has a price difference, the customer will either:

• Pay the difference, or
• Receive a refund for the price difference.

6. Refund Processing

Once we receive and inspect the returned item, refunds will be processed using the original payment method.

Please allow:

• 3–7 business days for processing
• Additional time depending on your bank or payment provider

7. Order Cancellations

If you cancel your order due to:

• Change of mind
• Incorrect product selection
• External circumstances beyond Wiz Sports’ control

The following payment processing fees will apply:

Domestic card transactions:
2% of the total transaction value

International card transactions:
4.5% of the total transaction value

Zip / AfterPay transactions:
7% of the total transaction value

Actual Shipping cost of the product:

These fees are charged by payment providers and cannot be recovered by Wiz Sports, therefore they will be deducted from the refund.

8. Faulty or Damaged Products

If you receive a faulty or damaged product, please contact us immediately.

Provide:

• Photos of the product
• Order number
• Description of the issue

Wiz Sports will assess the issue and may offer:

• Replacement
• Repair
• Refund

in accordance with Australian Consumer Law.

9. Australian Consumer Law

This policy operates in addition to your rights under Australian Consumer Law.

Customers are entitled to:

• A replacement or refund for major faults
• Repair or replacement for minor faults

Nothing in this policy excludes your statutory rights.

10. Contact Wiz Sports

For returns, refunds, or product support please contact:

Wiz Sports Customer Support
Email: admin@wizsports.com.au
Phone: 1800WIZZZZ or 1800949999

Please include your order number and product details to help us assist you quickly.