Refund policy
Return and Exchange
1. Damage/Defect on Arrival
Damage/Defect on Arrival ("DOA") hereby refers to appearance, functional, or structural deficiencies that are found on arrival and will prevent the normal use of the product. Make sure to open the box and inspect your goods within 14 days of receiving the goods ("inspection period"). If any problem, including appearance, functional, or structural deficiencies, is found when you open the box, please DO NOT use the product and report to us as soon as possible. If any problem is found after you test the Tenniix device, we will only accept functional or structural problems as DOA, excluding appearance defects for the reason of usage. We shall provide FREE return or exchange of any DOA goods reported within the inspection period. If no problem is reported during the inspection period, the product shall be deemed good in appearance, function, and structure.
2. Return/Exchange without Reason
We will only accept returns/exchanges without reason within 5 days of receiving the goods. All items must be returned with original packaging and follow our instructions for fixation and protection.
* If you have any problem not stated above, please email us within 14 days from the delivery date, including an explanation and photographs stating the reason for your request.
2.1 Unused Goods
2.1.1 Refused Shipment
We cannot change, intercept, or cancel orders that have already been shipped. If you refuse delivery, we will charge a flat fee of $30 per Tenniix to partially cover our shipping costs.
2.1.2 Return/Exchange with Unopened Box
If you return/exchange goods with the box unopened, we will charge the shipping fee (if you let us arrange the shipment) and possible damage compensation if any item is lost or damaged. Make sure to take pictures of the packaging before you ship the goods back.
2.2 Used Goods
If you return/exchange goods with the box opened, we will charge the shipping fee (if you let us arrange the shipment) and a re-boxing fee, as well as refurbishing compensation for any parts that show signs of use or damage. Please note that scratches or dents on the surface of the device are unrepairable, and take good care when you test the device.
3. Return address
Please send an email to support@tennismachine.com.au to contact our customer service. We will provide you with the appropriate repair location based on your location.
Refund Scope
Tennis Machine AU will refund the original purchase price of the product in full. Additional costs, including but not limited to shipping fees, third-party payment processing fees, and handling charges, may apply and will be borne by the consumer unless otherwise specified below.
If the return is initiated for non-defective/non-error-related reasons (e.g., change of mind, accidental order), we may charge shipping fees for the return.
If the return is due to our error (e.g., damaged/defective products, incorrect product shipped), We will fully cover return shipping fees. A prepaid return shipping label will be provided in such cases.
Original payment method refunds are required unless otherwise mutually agreed.
DEFECTIVE/DAMAGED/MIS-SHIPPED ITEMS
You are eligible for a partial/full refund or exchange if we shipped you a defective, damaged, or misshipped item. If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.