Refund policy

Refund Policy

Supercoach Champion ("we", "us", "our") is committed to providing high-quality custom championship rings and related jewelry products. This Refund Policy outlines your rights and our obligations regarding refunds, repairs, replacements, and cancellations. It forms part of our Terms and Conditions ("Terms"), which you agree to by using our Website or Service. Nothing in this Policy excludes, restricts, or modifies your non-excludable rights under the Australian Consumer Law (ACL) as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) or other applicable Australian laws.

Under the ACL, our products come with guarantees that cannot be excluded, including that they are of acceptable quality, fit for their disclosed purpose, match their description, and are free from defects. For major failures (e.g., the product is unsafe, significantly different from the description, or unfit for purpose and cannot be easily fixed), you are entitled to choose a refund, replacement, or compensation for any drop in value. For minor failures, we are entitled to choose to repair or replace the product within a reasonable time. If we fail to do so, you may then be entitled to a refund or compensation.

We do not offer refunds, exchanges, or cancellations for change of mind, regret, or if the product meets our quality standards but does not meet your subjective expectations. This Policy is drafted to protect our legitimate business interests in managing risks associated with custom manufacturing, such as material procurement and handcrafting, while ensuring full compliance with Australian legislation, including the ACL's prohibitions on unfair contract terms (sections 23-28).

1. No Refunds for Change of Mind

  • We do not provide refunds, exchanges, or credits if you simply change your mind, find a better price elsewhere, or decide you no longer want the product.
  • This applies to all products, including stock items and custom orders, as permitted under the ACL, which does not require businesses to offer change-of-mind remedies.
  • Once an order is placed and confirmed, it is binding, and you are responsible for ensuring the details (e.g., design specifications, sizing) are accurate before approval.

2. Custom Orders

  • Custom championship rings and jewellery are made to your specific requirements and have no resale value to us. As such, custom orders are non-cancellable and non-refundable once production begins, which typically occurs after design approval, deposit payment, or material procurement.
  • Deposits (up to 50% of the order value) are non-refundable and represent a genuine pre-estimate of our costs for design, materials, and initial work. Refunds of deposits are only available in cases of major failure under the ACL before production starts.
  • Production time is approximately 45 business days from design approval and full payment (or deposit). Delays due to complexity, supply issues, or unforeseen events do not entitle you to a refund unless they constitute an unreasonable delay under the ACL.
  • Variations inherent in handcrafted items (e.g., minor differences in stone color, plating thickness, or enamel application) are not considered defects and do not qualify for refunds or remedies.
  • If a custom product fails to meet ACL guarantees (e.g., due to a manufacturing defect), we will assess the issue upon return (at your cost) and, at our discretion for minor failures, repair or replace it. For major failures, you may choose a refund (limited to the amount paid, excluding shipping and any non-refundable deposit components). We reserve the right to inspect and test the product before approving any remedy, and we may require independent verification (e.g., by a qualified jeweler) at our expense.

3. Stock Items

  • For non-custom stock items, refunds are available only if the product fails to meet ACL guarantees (e.g., faulty or not of acceptable quality).
  • Change-of-mind returns are not accepted, but you may request an exchange for an equivalent value item within 7 days of delivery, subject to availability, provided the item is returned in original, unused condition with all packaging and tags intact, at your shipping cost.
  • We are not liable for subjective dissatisfaction (e.g., style preferences) if the item matches its description and is of acceptable quality.

4. Refund Process and Requirements

  • Eligibility: To claim a refund under ACL, you must notify us in writing within a reasonable time (typically within 30 days of delivery or discovery of the issue) via email at info@supercoachchampion.com, providing:
    • Proof of purchase (e.g., order number, invoice).
    • Detailed description of the issue, including photos or evidence.
    • Proof that the failure is not due to misuse, accidental damage, improper care, or normal wear and tear.
  • Inspection: All returns must be approved by us in advance. You must return the product (at your cost unless the failure is major and we agree otherwise) for inspection. We may take up to 14 business days to assess. If the claim is invalid (e.g., no defect found), we will return the product to you at your cost, and no remedy will be provided.
  • Remedies:
    • For minor failures: We choose repair or replacement to minimize disruption to our operations.
    • For major failures: Refund (via original payment method), replacement, or compensation, at your choice.
    • Refunds are limited to the purchase price paid, excluding shipping, duties, taxes, or any additional costs. We do not refund consequential losses (e.g., lost time or emotional distress) except as required by ACL.
  • Proof of Delivery: Our liability ends upon proof of delivery (e.g., tracking confirmation or signature). We are not responsible for lost, stolen, or damaged items after delivery; disputes must be with the carrier. Insure shipments at your own expense if desired.
  • Time Limits: Claims must be made within the reasonable expected lifespan of the product (e.g., jewellery is durable but subject to wear). Late claims may be denied if evidence shows the issue arose from misuse or delay in notification.
  • Fraudulent Claims: If we determine a claim is fraudulent (e.g., fabricated damage), we reserve the right to reject it, terminate your account, and pursue recovery of our costs, including legal fees, without admitting any liability on your part.

5. Exclusions and Limitations

  • We are not liable for:
    • Damage caused by improper use, cleaning, storage, or alterations by you or third parties.
    • Normal wear and tear, fading, or tarnishing over time.
    • Subjective issues (e.g., fit or style) if disclosed or approved by you.
    • Third-party actions (e.g., carrier delays or losses).
    • Force majeure events as defined in our Terms.
  • International orders: Additional duties, taxes, or import fees are your responsibility and non-refundable.
  • Our total liability for any claim is capped at the purchase price paid, to the extent permitted by law, reflecting the custom nature of our business and associated risks.
  • This Policy does not apply to promotional items, samples, or services (e.g., design consultations), which are provided "as is."

6. Dispute Resolution

If you are dissatisfied with our handling of a refund claim, follow the dispute resolution process in Section 24 of our Terms, starting with written notification. We encourage resolution through negotiation or mediation before escalation, in line with ACL requirements for fair processes.

7. Changes to This Policy

We may update this Refund Policy by posting changes on our Website. Continued use of our Service constitutes acceptance. Check periodically for updates.

For questions or claims, contact us at info@supercoachchampion.com.