Warranty Policy

Gem Sports Warranty Policy

We are committed to ensuring the quality of our products and your satisfaction as a valued customer. Our warranty policy covers defects in materials and workmanship under normal use, offering peace of mind when shopping with us.

Ball Machine Warranty

Personal Use:

  • 2-Year Warranty for Non-Battery Parts: Covers defects in materials and workmanship for all parts, except the battery.
  • 1-Year Warranty for Battery: The battery is covered for 12 months, focusing on materials and workmanship.

Commercial Use (e.g., at courts):

  • 1-Year Comprehensive Warranty: Covers all parts, including the battery, for commercial usage.

Exclusions and Limitations:

  • This warranty does not cover:
    • Lithium-Ion battery life or charge capacity (refer to specific battery warranty terms).
    • Normal wear and tear (such as minor scratches or wear from regular use).
    • Cosmetic damage (scratches, dents, natural fading).
    • Damage caused by misuse, abuse, unauthorized modifications or repairs, or accidents.
    • Damage from exposure to extreme weather conditions or environmental factors.
    • Products purchased from unauthorized dealers or resellers.

Manufacturer Defect (Warranty Claim)

If you suspect a product defect, please follow these steps for a replacement or refund:

  1. Contact Us: Email us at info@gemsports.com.au with a description of the issue and attach photos of the suspected defect to expedite the assessment.
  2. Investigation: We will review your claim and may ask you to return the product for further inspection. Please note that customers are responsible for return shipping costs.
  3. Inspection and Decision: Upon receipt, we will inspect the item and forward it to the brand’s authorized distributor or manufacturer for a final decision. Please note that Gem Sports does not make the final decision on warranty claims; this is determined by the brand's authorized distributor or manufacturer.
  4. Resolution: If the claim is approved, we will send a replacement at no additional cost.

Estimated Time Frame:
The inspection and resolution process typically takes 2-4 weeks from receipt of the returned item.

Racquet Warranty

Racquet warranty covers manufacturer defects in materials and workmanship under normal use and is assessed by the brand’s authorised distributor or manufacturer.

Eligibility

To lodge a racquet warranty claim, all of the following must apply:

  • The racquet was purchased from Gem Sports (proof of purchase is required).
    Please note: racquets purchased from other retailers, overseas stores, marketplaces, or unauthorised sellers are not handled by Gem Sports.

  • The claim is made within 12 months of the purchase date.

  • The racquet has been used under normal playing conditions and maintained in accordance with brand guidelines.

Important Requirement: Strings Must Remain Intact

Strings should not be cut or removed from the racquet, as this prevents a full and complete assessment from being undertaken and may void warranty.

If a frame is broken, please keep the racquet exactly as-is and contact us first.

Strings and stringing services are not covered under racquet warranty. Stringing is a service and cannot be refunded once performed.

What Is Not Covered

The following are not eligible for warranty:

  • Paint chips, scratches, scuffs, decals peeling, or any cosmetic/appearance issues

  • Normal wear and tear

  • Damage caused by racquet clashes, hitting the floor, net posts, fences, or any external impact

  • Damage caused by misuse, abuse, accident, or unauthorised modifications/repairs

  • Racquets strung above the manufacturer’s recommended tension, or strung incorrectly (including incorrect patterns, tie-off points, or methods), which may void warranty

Shoes Warranty

  • Claims must be made within 3 months of receipt:
    • If shoes are worn and found to be "uncomfortable" without any quality issues, they cannot be exchanged or refunded. "Personal comfort" is not covered under warranty.
    • Successful warranty claims for discontinued or limited edition items will result in a replacement with a similar product of equivalent trade value.
    • Warranty claims are valid for one-time use only; items that have already been claimed under warranty cannot be claimed again.

Additional Support

For any questions or concerns about our warranty policy, or for assistance with the return process, please contact us at info@gemsports.com.au or call our customer service helpline at 07 2104 4007.