Refund policy

We have a 15-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pallapsport.com.au. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pallapsport.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@pallapsport.com.au. 

 RETURNS POLICY

This policy applies to all purchases made directly from Stonehive Pty Ltd. This policy is in accordance with Australian Consumer Law.

PROOF OF PURCHASE

All returns, store credits, exchanges and repair requests must be accompanied by original proof of purchase documentation. Photocopies will not be accepted.

CHANGE OF MIND

Stonehive Pty Ltd is not required to provide a refund if you have changed your mind; found the item cheaper elsewhere; decided you no longer like the purchase or had no use for it. Stonehive Pty Ltd may, at their discretion, provide you with a store credit or an exchange if the following conditions are met: You have produced satisfactory Proof of Purchase; and The item/s are in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused, clean and as sold); and It is within 30 days of original purchase; and the item is not a special exception (see below): the items were not part of a ‘special clearance offer’ or bulk purchase offered to the consumer at a significantly reduced cost. If you are unable to provide a valid Proof of Purchase and/or 30 days has passed since the original purchase date, Stonehive Pty Ltd at its absolute discretion reserves the right not to offer an exchange or store credit for change of mind. Stonehive Pty Ltd is not required to provide you with a copy of your original receipt to facilitate an exchange, store credit, insurance or warranty claim.

CONSUMER GUARANTEES

Where you believe an item is faulty, it may be necessary to send the goods to Stonehive Pty Ltd to be assessed within a reasonable period of time. If a product has a minor problem, Stonehive Pty Ltd may choose to provide you with a repair instead of a replacement or refund. Where the product has a major problem, you may choose a refund by way of a credit, a replacement or repair. You will be required to contact Stonehive Pty Ltd to arrange for a product repair. Items which need to be sent to Stonehive Pty Ltd for assessment or for return, will be at the cost of the purchaser and this cost will not be credited to you. Where an item is damaged through misuse or abnormal use, Stonehive Pty Ltd cannot provide a refund, exchange or repair, whether the fault is identified by Stonehive Pty Ltd or their service agent. Replaced products must be of an identical type to the product originally supplied. Credits will be issued by way of crediting the amount to your Stonehive Pty Ltd account, excluding shipping costs. Stonehive Pty Ltd may take into account how much time has passed since you bought the product and will consider the following factors: type of product; how your consumer is likely to have used the product; the length of time for which it is reasonable for the product to be used; and the cost you paid for the product; the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable. If the problem with a product is minor, you must accept a free repair if Stonehive Pty Ltd offers one.

What is a Major Problem?

Stonehive Pty Ltd will assess whether the item has a major problem. A product or good has a major problem when: it has a problem that would have stopped someone from buying it if they’d known about it; it is unsafe; it is significantly different from the sample or description; it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed. Where you have purchased a product from a third party, the third party cannot refuse to help you by sending their customer to Stonehive Pty Ltd. A customer of a third party cannot demand a repair, replacement or refund from Stonehive Pty Ltd. Consumer guarantees do not apply if you or your customer: got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it, misused a product in any way that caused the problem, knew of or were made aware of the faults before you bought the product.

CANCELLING/CHANGING AN ORDER

Once an order has been placed, it is automatically sent to our 3PL shipping provider, therefore cannot be cancelled or modified. An exchange must be requested once the order has been received by you and return shipping will be at the cost of the purchaser.

EXCHANGE POLICY

We are happy to accept your return and you can exchange your item/s for another size or colour if you wish, provided it is within 14 days of your original purchase date. Please include a self-addressed prepaid post satchel (Express or Registered Post satchel is best). If no satchel is provided, there will be a re-shipping fee which is the responsibility of the buyer. Goods must be returned in their original, unworn condition, with packaging and tags attached. Damaged or worn items are not eligible for exchange and will be returned to the customer. When returning the goods to Stonehive Pty Ltd, please include a note with your exchange detailing your request. We are not responsible for any returned items lost in transit. Shipping charges are not refundable so please choose your order carefully. Please contact us at info@pallapsport.com.au to discuss your exchange first.

REFUND POLICIES

Please choose carefully. We do not give refunds if you simply change your mind or make a wrong decision. Customers are required to contact Stonehive Pty Ltd by phone or email on info@pallapsport.com.au and authority for returns must be given by Stonehive Pty Ltd prior to any returns. Please retain your receipt for proof of purchase. Internet customers please note that images of products shown on the website could be slightly different from the actual products.