1. Definitions
In these Terms and Conditions:
1.1 "We", "us", "our" and “TSS” are references to the The Supporter Store ABN 80 108 914 091
1.2 "You" and "your" are references to you as the customer and/or buyer
1.3 “Goods” means all Goods and/or Services provided by The Supporter Store to the customer that is advertised on the website
1.4 Business hours refers to 10am-4pm EST Monday to Friday
1.5 Delivery address is reference to the address specified at the time of checkout for the delivery of Products that we supply as per these terms and conditions
2. Price and Payment
2.1 All prices are in Australian dollars and are GST inclusive. All product and service prices, delivery fees and any other fees will be specified at the time of purchase
2.2 Prices are subject to change without notice but any pending and/or accepted orders will not be affected by these price changes.
2.3 Payment may accepted in the form of cash, debit card or credit card (we accept Visa and Mastercard), PayPal, Zip, AfterPay or any other method agreed between us and the customer
2.4 Full payment is required at the time of order unless otherwise arranged. If payment is declined the product(s) will be held from pick up or dispatch until full payment is received.
2.5 Payment receipts and tax invoices will be emailed only (not sent with delivery) once order has been successfully made via the email address provided at checkout.
2.6 Any adjustments to these payment terms must be agreed on prior to order acceptance
2.7 You agree to provide current, complete and accurate details in order to fulfill your order.
2.8 You must not pay or attempt to pay for products or services through any fraudulent or unlawful means
2.9 TSS are not obliged to price match from any other retailers or providers
2.10 TSS reserve the right to withdraw any discount or coupon codes for any pending or accepted or future orders without notice
2.11 Any discount or coupon codes cannot be used in conjunction with any personalised merchandise and/or services unless otherwise specified.
3. Acceptance of an Order
3.1 The buyer is taken to have exclusively accepted and is immediately bound, jointly and severally, by these terms and conditions if the customer places an order for or accepts TSS quotation (either orally or in writing) for, the supply of Goods.
3.2 These terms and conditions may only be amended with TSS’s consent in writing and shall prevail to the extent of any inconsistency with any other document or agreement between the buyer and TSS
3.3 The buyer acknowledges that any advice, recommendation, information, assistance or service provided by TSS in relation to Goods supplied is given in good faith, is based on TSS’s own knowledge and experience and shall be accepted without liability on the part of TSS, and it shall be the responsibility of the customer to confirm the accuracy and reliability of the same in light of the use to which the customer makes or intends to make of the Goods
4. Cancellation of an Order
4.1 If the buyer wishes to cancel your order once it is submitted, you will need to contact our customer service team as soon as possible. Cancellation cannot be guaranteed and it will definitely not be accepted once the order has been dispatched and/or the personalisation process has commenced for personalised merchandise. In such circumstances full payment provided at the time of purchase will be non-refundable. The buyer will need to refer to our Exchange and Returns policy (refer to section 9 and 10) to return the item if there order was unable to be cancelled.
4.2 In the circumstance, where we are able to recall and cancel a buyer's order, a cancellation fee starting at $9.95 AUD applies. Please note if a cancellation fee applies, it is charged per item (not order) for the items where a cancellation fee applies.
4.2 In the circumstance, where we are able to recall and cancel a buyer’s order that has already been processed with a postal label generated and purchased, the buyer will receive a refund minus the postage costs (starting at $9.95 AUD) via the original method of payment
4.3 If the buyer cancels an order that was a click and collect service, a non-refundable $9.95 AUD refund processing fee applies.
4.4 We may cancel your order in circumstances including [but not limited to] unavailability of a product or error in product description or an error in price for product and/or shipping. Upon cancellation your order will be refunded in full via your original method of payment. TSS shall not be liable for any loss or damage whatsoever arising from such cancellation
5. Product Depiction and Information
5.1 We cannot warrant and guarantee that our product descriptions and/or other content is accurate, complete, reliable, current or free from error although we attempt to be as accurate as possible with all information and content presented.
5.1 We endeavour to represent products for sale as accurately as possible, however due to technical limitations of photography and visual representation; we cannot guarantee that products listed for sale will always look exactly the same when received.
5.2 While we make reasonable efforts to supply correct and accurate information about products at the time of order, the information about products is often based on information provided by our product manufacturers/suppliers, some of which we have no means to verify. Where an error appears in the information of the product and on the basis of the representation you have made a purchase that you would not have made had the error not appeared, we will provide a refund where required at law to do so, or otherwise where in our discretion we determine to do so.
5.3 You acknowledge that despite our reasonable precautions, products may be listed at an incorrect price or with incorrect information due to a typographical error or oversight. In these circumstances, we reserve the right to cancel your order, notwithstanding that your order has been confirmed and payment received. We reserve this right up until the time of delivery of goods to you. If a cancellation of this nature occurs after payment has been received, we will immediately issue a full refund for the amount in question.
6. Order Handling and Processing Time
6.1 Orders generally have a handling and processing time of 1 business days unless otherwise specified. Please note during our busier times of year (including but not exclusive to Grand Final week, Christmas) our handling time may take anywhere between 1-2 business days due to the higher volume of orders being received. Pre-sale and special order merchandise will specify the estimated availability and dispatch date in the description which is subject to change without notice. Personalisation orders generally take a processing time of 1-2 weeks unless otherwise specified.
6.2 At the time of confirming your order, TSS will be able to give an estimated delivery and/or pick up date if contacted via email.
7. Order Changes
7.1 If you would like to amend or change your order or order details (eg. item, size, product, team, delivery name and address) please contact us as soon as possible. Changes to your order cannot be guaranteed. If your order has been processed and/or dispatched we will be unable to change or cancel your order and you would need to refer to our returns and exchange terms and conditions (refer to section 9 and 10)
7.2 If orders changes have been accepted by TSS, you will receive written confirmation via email and changes to your order (such as changes to product, size, team or delivery name and address) may not be reflected in your order receipt or invoice
7.3 In the circumstance you request to change your order (eg. team, size, product) and a price difference is involved, the buyer will be liable to pay the price difference before the order is fulfilled and shipped and any price difference resulting in the buyer being owed an amount will be issued by TSS via the original method of payment
7.4 We are unable to amend or change any personalised merchandise orders once the order has been submitted. Please refer to personalised merchandise terms and conditions for more information regarding personalised ordered products
8. Click and Collect Service and Delivery
8.1 We offer free regular shipping on all Australian orders over $75 AUD with some conditions that apply. These conditions include that the free shipping offered is regular shipping (not express or international shipping) and is only available within Australia for online orders over $75 AUD unless otherwise specified
8.2 Any delivery fees that apply will be determined and agreed on at the time of order. The delivery fee amount will be advised before your order is finalised and submitted at checkout. Delivery fees are based on delivery service, delivery address, quantity and the size and weight of the product(s)
8.3 We will only delivery products to locations and addresses we are able to do so
8.4 We may send your order as a single delivery or multiple deliveries depending on the postal provider requirements
8.5 If the customer requests the goods to be delivered at an unattended location then such goods shall be left at the customer’s sole risk. Due to COVID safe delivery policies, some postal providers will not require or request a signature upon delivery (regardless if signature upon delivery is requested and purchased) and your order may be left in a safe place (at the buyer’s own risk) or sent to your local Post office or newsagent collection outlet if the nominated delivery address is unattended at the time of delivery.
8.6 We offer international shipping at an additional cost that is calculated at checkout. Delivery fees are based on the quantity, size and weight of the product(s). For international orders, the buyer is responsible for any sales tax charges, custom charges or fees or any other handling fees associated with goods being delivered in the buyer’s country. TSS reserves the right to cancel any international orders if we are unable to successfully arrange a postal service provider to deliver the parcel to the buyer’s nominated delivery address, in which case the buyer will receive a full refund via the original method of payment.
8.7 If an order has been deemed as “lost in transit” by the postal provider, a refund, replacement or credit (where a replacement is not available) will be offered to the buyer at TSS’s expense. In the case the buyer selects to be issued a refund for their “lost in transit” order, a full refund via the original method of payment will be issued. A buyer will need to wait for the postal provider’s investigation of their parcel to be finalised and deems the parcel as “lost in transit” before any resolution can be offered and issued.
8.8 The buyer is liable and responsible for all postage costs associated with return to sender orders (unless the mistake is due to another party). The buyer is considered liable and responsible under circumstance such as providing an incorrect or incomplete address, not collecting their parcel from their local Post office or collection point within the specified time frame or the parcel being denied or turned away at the provided address. The postage costs the buyer is liable and responsible for under such circumstances include the initial postage fee (starting from $9.95 AUD) and the return to sender fee of $11 AUD. As postage is not free to us and cannot be reimbursed for item(s) that have already (initially) been posted to you. If the buyer would like their order re-sent, payment for the return to sender fee (i.e. $11 AUD) and the postage to send another parcel (i.e. starting from $9.95 AUD) is required. Alternatively, if the buyer would like a refund for their return to sender order, a refund will be issued minus the return to sender fee (i.e. $11 AUD) and the postage costs associated with sending out the original (initial) order (i.e. starting from $9.95 AUD) will also be deducted. These terms and conditions may only be amended or altered with TSS’s consent in writing.
8.9 We offer a free click and collect service from our warehouse at Shop 2A/165 Canterbury Road Bankstown NSW 2200, at no additional cost. A form of ID will be required upon collection and recorded for verification of collection of goods. An email will be sent once the goods are ready for collection, which is usually within 1-2 business days (excluding personalised, pre-sale or special order items)
9. Exchanges and Returns for Online Purchases
9.1 We do accept refunds and exchanges for item(s) purchased online if you change your mind (except for personalised merchandise or other items specfiied as "no returns" on the listing).
9.2 The buyer MUST contact us prior to receive approval before sending back any items for returns to ensure it meets our returns and exchange terms and conditions and to receive all information and instructions on the return process
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- We only refund and exchange item(s) provided that:
(A) Item(s) are returned within 30 days from the date of purchase. Please note this period is extended to 60
days for purchases made in November and December to cater for Christmas purchases.
(B) The item(s) is in original saleable condition (i.e. new, unworn, unaltered and free of damages) with plastic packaging and all TAGS STILL ATTACHED.
(C) Return/exchange form is completed and accompanies the returned item(s). This form has the return to sender information and correct return address. This form can be accessed on the “Returns and Exchange” page on the website and will be supplied via email upon request for return or exchange.
(D) Customer takes sole responsibility for postage costs and the return of the item(s). In the case of an exchange, the customer must cover the postage costs of both returning the item(s) to us and the postage costs of sending back the replacement (i.e. starting from $9.95 AUD for Australian orders - depend on the weight, size and number of item(s)). Please note we do NOT accept self-addressed return satchels. We also highly recommend the use of a traceable delivery method for all returns to us as we are not liable for any losses or damages to the item(s) during this delivery.
9.4 All exchanges and refunds once received will be processed within 5-15 business days
9.5 In terms of exchanges, once the returned item(s) are received the postage costs of sending back the replacement via regular post will be requested (i.e. starting from $9.95 AUD for Australian orders - depend on the weight, size and number of item(s)). This payment request via PayPal or stripe invoice will be sent to the buyer within 5-15 business days once the item(s) have been received and approved for exchange. Please note we do NOT accept payment for return postage BEFORE we received the item(s). Once your exchange has been processed and dispatched, the buyer will receive notification via email with tracking information.
9.6 Under the circumstances, where the customer wants to exchange for a new or different item that differs in price, we will deduct the price of the new or different item from the price the customer has paid. Once the price difference and return postage is paid, the exchange will be processed and dispatched and the buyer will receive notification via email with tracking information.
9.7 In terms of refunds, once we have received your returned item(s), your refund will be processed within 5-15 business days and will return to your original method of payment only. Please note a refund processing fee starting at $9.95 will apply for all refunds. Larger and heavier items (eg. retro jerseys, jackets, hoodies, bags, multiple items) will incur a refund processing fee starting at $14.95.
9.8 Exchanges and Returns will NOT be accepted if these above conditions are not met. An item which appears worn, damaged or without tags attached and is not returned in the same condition it was sent out will NOT be accepted for exchange or return and will be sent back to the buyer.
9.9 We do accept refunds and exchanges for item(s) purchased online if you change your mind (except for personalised merchandise or other items specfiied as "no returns" on the listing) to be returned in-store or in-person rather than via mail post. In terms of exchanges and refunds returned in-store the buyer MUST contact us prior to receive approval. We only refund and exchange item(s) in-person/in-store provided that: (1) item(s) are returned within 30 days from the date of purchase and (2) the item(s) is in original saleable condition (i.e. new, unworn, unaltered and free of damages) with plastic packaging and all TAGS STILL ATTACHED. Under the circumstances, where the customer wants to exchange for a new or different item that differs in price, we will deduct the price of the new or different item from the price the customer has paid. In terms of refunds, once we have received your returned item(s), your refund will be processed within 5-15 business days and will return to your original method of payment only. Please note a refund processing fee starting at $9.95 AUD will apply for all refunds. Larger and heavier items (eg. retro jerseys, jackets, hoodies, bags, multiple items) will incur a refund processing fee starting at $14.95 AUD. Refunds will be issued within 1-3 business days after the item has been returned in-store/in-person via the original method of payment. Exchanges and Returns will NOT be accepted if these above conditions are not met. An item which appears worn, damaged or without tags attached and are not returned in the same condition will NOT be accepted for exchange or return.
9.10 Please order carefully and check your order thoroughly before proceeding, as we do NOT accept exchanges or returns for any personalised ordered products due to “change of mind” reasons (eg. sizing) or reasons of consumer purchasing error. It is the buyer’s responsibility to ensure that the product you have chosen is suitable and correct. We are able to measure any garment sizes before purchase to ensure sizing is a correct fit as sizing charts provided are guides only. Please be sure you are happy with your quote and personalisation details before you make payment. Should the personalisation not be made to the details you approved we would remake your order free of charge. Please refer to our personalised merchandise terms and conditions for more information regarding personalised ordered products
9.11 The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. In the circumstance, the buyer received damaged or faulty goods TSS will resolve the matter in alignment with Australian Consumer Law. Please refer to our Damaged and/or Faulty Products and Returns terms and conditions (please refer to section 11) for more information.
10. Exchanges and Returns for In-Store Purchases
10.1 For purchases made in-store, we do NOT offer a REFUND for change of mind purchases but we do accept exchanges for item(s) purchased in-store if you change your mind (except for personalised merchandise or other items specfiied as "no returns" on the listing).
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- We only exchange item(s) in-person/in-store provided that:
(A) Item(s) are returned within 14 days from the date of purchase
(B) The item(s) is in original saleable condition (i.e. new, unworn, unaltered and free of damages) with plastic packaging and all TAGS STILL ATTACHED.
(C) You are able to produce a receipt of purchase (please note bank statements are not accepted)
10.3 Under the circumstances, where the customer wants to exchange for a new or different item that differs in price, we will deduct the price of the new or different item from the price the customer has paid.
10.4 Exchanges will NOT be accepted if these above conditions are not met. An item returned without receipt and/or an item which appears worn, damaged or without tags attached and is not returned in the same condition as the time of purchase will NOT be accepted for exchange or return.
10.5 The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. In the circumstance, the buyer received damaged or faulty goods TSS will resolve the matter in alignment with Australian Consumer Law. Please refer to our Damaged and/or Faulty Products and Returns terms and conditions (please refer to section 11) for more information.
11. Personalised Goods
11.1 Please refer to our personalised merchandise full terms and condtions here
12. Damaged and/or Faulty Products and Returns
12.1 No warranty or guarantee is provided for any merchandise or service but if you do receive a damaged or faulty item please contact us within 14 days from the date of receiving your order so the matter can be examined and resolved in alignment with Australian Consumer Law. Please allow 24-48 hours (business days only) for a response from our customer service team.
12.2 You may be required to provide pictures and/or videos of the issue and may need to return the product(s) as per our returns and exchange policy which forms part of these terms and conditions
12.3 Risk and title of the product passes on to the buyer from the date and time of delivery to the buyer’s delivery address.
13. Privacy Policy
13.1 We respect your privacy. We collect, hold, use and disclose your personal information in accordance with the Privacy Act 1988. Please refer to our Privacy Policy for more information regarding the manner in which we generally collect, hold, use and disclose your personal information
14. Changes to these terms and conditions
14.1 We may change this policy in the future and recommend reviewing these terms and conditions carefully each time you agree to them for all future orders.
14.2 These terms and conditions will not change for any existing orders that have been accepted by us.
15. Termination
15.1 If these terms and conditions are breached it may result in your access and use of this website to be immediately suspended, terminated and/or limited without notice.
15.2 If the breach to these terms and conditions can be remedied within 10 days from the date of notice of the breach TSS at their own discretion will allow full access and use of the website.
15.3 Any current or pending orders may still be accepted or cancelled and refunded depending on TSS’s discretion
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