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Exchange and Returns Policy

EXCHANGE AND RETURNS POLICY FOR ONLINE PURCHASES RETURNED VIA MAIL

For your convenience we do accept refunds and exchanges for item(s) purchased online if you change your mind (except for personalised merchandise). Please note you MUST contact us prior to receive approval.

We only refund and exchange item(s) provided that: 

  • Item(s) are returned within 60 days from the date of purchase
  • 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.
  • Return/exchange form is completed and accompanies the returned item(s). This form has the return to sender information and correct return address. To access this form please click HERE.
  • 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 (approximately $9.95) of both returning the item(s) to us and the postage costs of sending back the replacement (i.e. approximately $9.95). We do NOT accept self-addressed return satchels. We 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.

All exchanges and refunds once received will be processed within 1-3 business days.

In terms of exchanges, once the returned item(s) are received the postage costs of sending back the replacement via regular post (i.e. approximately $9.95) will be required to be paid via PayPal invoice or webstore link. This PayPal invoice or webstore link will be sent to the buyer 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).

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 via an eBay link sent to the buyer, the exchange will be processed and despatched.

In terms of refunds, once we have received your returned item(s), your refund will be processed within 1-3 business days. Postage costs (i.e. approximately $9.95) are non-refundable this includes listings that offer free post,  as postage is not free to us and cannot be reimbursed for item(s) that have already (initially) been posted to you. In the case of a refund, you will be refunded the amount of your item(s) minus postage costs (approximate postage cost of $9.95).

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.

 

EXCHANGE AND RETURNS POLICY FOR ONLINE PURCHASES RETURNED IN-STORE

For your convenience we do accept refunds and exchanges for item(s) purchased online if you change your mind (except for personalised merchandise). Please note you MUST contact us prior to receive approval.

We only refund and exchange item(s) in-person/in-store provided that: 

  • Item(s) are returned within 60 days from the date of purchase
  • 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, postage costs (i.e. approximately $9.95) are non-refundable this includes listings that offer free post,  as postage is not free to us and cannot be reimbursed for item(s) that have already (initially) been posted to you. In the case of a refund, you will be refunded the amount of your item(s) minus postage costs (approximate postage cost of $9.95).

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.

 

EXCHANGE AND RETURNS POLICY FOR IN-STORE PURCHASES

Please choose carefully as we do NOT offer a REFUND for change of mind purchases. For your convenience we do accept exchanges for item(s) purchased in-store if you change your mind (except for personalised merchandise).

We only exchange item(s) in-person/in-store provided that: 

  • Item(s) are returned within 30 days from the date of purchase
  • 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.
  • You are able to produce a receipt of purchase (please note bank statements are not accepted)

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.

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.

 

EXCHANGE AND RETURNS POLICY FOR PERSONALISED MERCHANDISE

Please choose carefully as there are NO REFUNDS OR EXCHANGES for personalised merchandise.

Please choose your sizing carefully, as we offer no refunds or exchanges for personalised merchandise. There is a sizing chart on the listing which can be used as an estimate, alternatively please feel free to contact us and we are happy to physically measure any sizes, so you can be provided the exact measurements of the garment as sizing charts are estimates.

 

EXCHANGE AND RETURNS POLICY FOR RETURN TO SENDER ORDERS

Please note 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 circumstances 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) and the return to sender fee of $11. 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) and the postage to send another parcel (i.e. starting from $9.95) 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) and the postage costs associated with sending out the original (initial) order (i.e. starting from $9.95) will also be deducted.

 

ORDER CANCELLATION POLICY

Please contact us via email as soon as possible if you wish to cancel your order. Please note we strive to respond to all emails and phone calls within 24-48 hours Monday to Friday so we cannot guarantee your cancellation request will be accepted and issued before your order is posted. If your cancellation request is received too late (i.e. your order has already been processed and posted) our exchange and returns policy above applies if you wish to return it for an exchange or refund. For click and collect orders that are cancelled, a non-refundable $5 refund processing fee applies.

 

FAULTY PRODUCT RETURNS POLICY

No warranty or guarantee is provided of any merchandise 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.

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Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Supporter Store’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘The Supporter Store’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is . Our ABN is 80 108 914 091. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.

Privacy Policy

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

 

What Information we Collect and Hold and How

We collect your information through purchases made on our website, accounts created on our website and/or when you have entered a competition or promotion.

We may collect and hold the following information:

  • name and job title
  • contact information including phone number and email address
  • billing/delivery address
  • demographic information such as postcode, preferences and interests including team preferences
  • other information relevant to customer surveys and/or offers

We may also collect more general information such as your location, transaction information, how you interact with the website and the devices you used to access our website using our website or applications.

If you sign up to our store newsletter, your email will be added to our mailing list. If you choose to remove your email off our mailing list please click on the “unsubscribe” link which can be located at the bottom of our emails.

If you have created an account, you can change or delete any information at anytime by logging into your account on our website. Your account and account information is protected by a password set by the account holder which we strongly suggest to keep secure.

 

What we do with the Information we Gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Fulfill and deliver your order placed on our website
  • Contact you in regards to your order
  • Provide information required to our shipping or delivery service provider
  • Internal record keeping purpose.
  • We may use the information to improve and promote our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes to improve our website and customer experience. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
  • Comply with our legal requirements

 

Security

We are committed to ensuring that your information is private and secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

If you use a debit or credit card to pay for your order, your details are not accessed, viewed or stored on our databases at any point of time but are encrypted and passed directly to the bank through our security provider.

 

How We Use Cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.


Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.


You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Links to Other Websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

 

Controlling Your Personal Information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us.

We will not sell, distribute, swap or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You can access and view the information by logging into your account at anytime or alternatively you can contact us directly and request for any information we have held.

If you believe that any information we are holding on you is incorrect or incomplete, please
contact us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

 

Do You Have Any Concerns or Issues Regarding Your Privacy?

If you have any concerns or issues regarding your privacy or would like to ask any questions regarding your privacy or this privacy policy please do not hesitate to contact us directly so we can address and resolve your concerns or issues or questions promptly.

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