Faulty Products
For Aus Star Sports Customers:
If you have a product that you believe is faulty and can be reasonably being claimed under warranty. (see: Terms and Conditions) Please email us on info@ausstarsports.com.au with the following detail:
Company Name:
Contact name:
Invoice number (if known):
Product:
Description of Fault:
*Attach picture of fault if relevant
Upon receipt of your email we will assess the claim.
If the claim is accepted we may choose to replace/repair or credit the item at our discretion.
We may also decide that we need the goods retuned in order to adequately asses the fault, we ask that you kindly cooperate with us in making the necessary arrangements in order to have the goods returned. No goods will be accepted for return without a valid ESCN number provided by one of our internal sales team.
If your claim is not accepted as being a warrantable claim, then we will work through with our customers any other solution so that you can continue to provide a good customer service experience to your own customers.
For members of the general public:
Your first point of call should always be through who you purchased the product from and have them assess you claim for a refund/exchange/repair. Make sure you return with a valid proof of purchase.
If you have had any issues with this course of action email us on info@ausstarsports.com.au with the following details:
Name:
Contact number:
Location (suburb, state)
Purchase date:
Product:
Description of Fault:
*Attach picture of fault if relevant, and picture of proof of purchase
Incorrectly received
If you have received an order from us and believe you have received the wrong product/colour/size, if you could email us on info@ausstarsports.com.au and provide the following details:
Company Name:
Contact name:
Invoice number:
Product(s):
Description of what has gone wrong:
We will then promptly get back to you and provide a solution/ talk it through. How we go about solving any incorrectly delivered products can vary quite a bit depending on a range of factors.
Not wanted/incorrectly ordered
If you have received an order from us but have incorrectly ordered a product or no longer want the product ordered, if you could email us on info@ausstarsports.com.au and provide the following details:
Company Name:
Contact name:
Invoice number:
Product(s):
We will then promptly get back to you and provide solution/ talk it through, and see whether it is ok to return the goods.
Depending on the circumstances you may have to bear the cost of freight for the return of the goods. For goods to be returned, they must be unused and in a resalable condition. Furthermore as a general rule of thumb we will not accept return of goods for incorrectly ordered product if the customer has had the goods for more than 14 days.
No returns will be accepted without a valid ESCN number (return authority) provided by an Aus Star Sports Staff member.
Shortages:
If you have received an order from us and believe you been short supplied a product or are missing something from your order, if you could email us on info@ausstarsports.com.au and provide the following details:
Company Name:
Contact name:
Invoice number:
Product(s) missing:
We will then promptly get back to you and provide and talk through what is the best solution in the specific circumstances.
N.B. Aus Star Sports MUST be notified within 7 days of the receipt of the goods of any shortages on that order.