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:

  • 3-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

  • Claims must be made within 3 months of receipt:
    • Cut the strings on the broken frame but do not remove them. Frames with removed strings may not be processed. Please note that strings are not covered by the warranty as stringing is a service that cannot be refunded or returned once performed.
    • Paint chips and/or cosmetic damages do not qualify for a warranty claim.
    • Damages resulting from clashing with other racquets or hitting the floor are not eligible for a warranty claim.
    • Stringing the racquet beyond its recommended tension may void the warranty.
    • Successful claims for discontinued racquets will result in a replacement with a similar product of equivalent trade value.

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.