Refund policy

REFUNDS AND RETURNS POLICY

last updated 28 May 2026

At cortē padel co, we want you to love your purchase. This policy sets out your rights and our obligations regarding refunds and returns. We comply with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Contact for returns: serve@cortepadelco.com.au

1. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes any rights or guarantees you have under the Australian Consumer Law.

2. What Counts as a Major Failure

Under the Australian Consumer Law, a product has a major failure if it:

  • Would not have been bought by a reasonable consumer who knew of the problem

  • Is significantly different from the description or sample

  • Is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time

  • Does not do what you asked for and cannot easily be fixed within a reasonable time

  • Is unsafe

3. Our 30-Day Change of Mind Returns Policy

In addition to your statutory rights, we offer a 30-day change of mind returns policy. If you are not completely satisfied with your purchase, you may return it within 30 days of the delivery date, subject to the following conditions:

  • The item must be unused and in its original condition

  • The item must be in its original, undamaged packaging

  • All accessories that came with the item must be returned
  • You must have proof of purchase (order confirmation email or receipt)

  • The item must not be a digital product or gift card (these are non-refundable except as required by law)

Change of mind returns are accepted at our discretion. We reserve the right to refuse a return where the product shows signs of use, damage, or tampering.

4. Items We Cannot Accept for Return

The following items cannot be returned unless they are faulty or not as described:

  • Items that have been used 

  • Items returned more than 30 days after the delivery date (except for warranty or ACL claims)

  • Items not in their original packaging, and with original accessories

  • Digital products including downloadable guides and checklists

  • Gift cards

  • Items purchased at a discounted or sale price (unless faulty)

5. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Email us at serve@cortepadelco.com.au with the subject line 'Return Request — [Your Order Number]'

  2. Include your full name, order number, the item you are returning, and the reason for your return

  3. We endeavour to respond within 2 business days with return instructions

  4. Pack the item securely in its original packaging and send it to the address provided in our return instructions

  5. Provide us with your tracking number once the item has been sent

Please do not send items back without first contacting us. Items returned without prior authorisation may not be processed.

 6. Return Shipping Costs

The following applies to return shipping costs:

  • If the product is faulty, not as described, or does not match what was ordered: we will cover the cost of return shipping. We will either provide a prepaid return label or reimburse you for reasonable postage costs upon receipt of a receipt.

  • If you are returning due to a change of mind: the customer is responsible for return shipping costs. We recommend using a tracked postage service as we cannot accept responsibility for items lost in transit.

We strongly recommend using a tracked service for all returns. cortē padel co is not responsible for items that are lost or damaged in return transit.

7. Refund Processing

Once we receive your returned item and confirm it meets our return conditions, we will process your refund within 5 business days. Refunds will be issued to the original payment method used at the time of purchase.

Please note that your bank or card provider may take additional time to process and post the refund to your account. This is outside our control and typically takes 3-7 business days depending on your financial institution.

We will notify you by email once your refund has been processed.

8. Exchanges

We are a small business and do not currently offer direct exchanges. If you would like a different item, please return your original purchase (subject to our returns conditions) and place a new order. If your original item was faulty or not as described, we will ensure any additional shipping costs are covered.

9. Faulty or Damaged Products

If your product arrives damaged or faulty, please contact us within 24hours of delivery to advise of the damage. The following is also required within this period: 

  • Your order number

  • A clear description of the fault or damage

  • Photographs of the faulty or damaged item and packaging

We will assess your claim and, in accordance with the Australian Consumer Law, provide a remedy which may include a repair, replacement, or refund, depending on the nature and extent of the fault.

We take quality seriously. If you have received a faulty product, we genuinely apologise and will make it right as quickly as possible.

10. Products Not Received

If your order has not arrived within the estimated delivery timeframe, please contact us at serve@cortepadelco.com.au. We will investigate with our delivery partner and provide an update as soon as possible.

If your order is confirmed as lost in transit, we will arrange a replacement or full refund at no additional cost to you. We will not require you to pay for reshipping of lost orders.

11. Gift Purchases

If you received a cortē product as a gift and it is faulty or not as described, you are entitled to the same remedies under the Australian Consumer Law as the original purchaser. Please contact us with proof of purchase (which can be provided by the gift-giver) and we will assist you.

Change of mind returns for gift purchases are handled in accordance with our standard 30-day returns policy above. Refunds for gift returns will be issued to the original payment method used at the time of purchase.

 12. Contact Us

For all returns, refunds, and product concerns, please contact us:

  • Email: serve@cortepadelco.com.au

  • Response time: we endeavour to respond within 2 business days, Monday to Friday

  • We are real people and we genuinely want to resolve any issues you experience.