RETURNS, EXCHANGES & WARRANTY

We want our customers to be satisfied with their purchase every time!

That's why if your purchase happens to be the wrong size, subject to the conditions below, simply return these to us within 30 days of your original purchase date for an exchange or refund.

Please note, we don’t refund because you changed your mind. Please review guidelines on the Consumer Protection law.

To start a return, you can contact us at info@sussxactive.com.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Must be within 30 days of your original purchase date.

Items must have never been worn or used, be in their original condition, together with tags and any marketing material that came with the product MUST be in its original sellable condition.

Shoes must be in their original box.

Apparel must have never been washed or have marks.

Upon investigation of the product, if a Suss X Active team member finds that the item or packaging has been used, worn or is damaged, they have the right to refuse the return of the item.

Please pack your items carefully to avoid damage in transit. Place the product and the returning paperwork in a satchel or box, and seal well. Make sure you do not attach anything (i.e. packaging tape or stickers/labels) to the original product or box, as this will void your return or incur a 10% fee.

Please the product in the returnable sachet. Close and seal the product using the self-adhesive tape on the sachet. Care should be taken when sealing the products.

Allow 10-15 days for all returns to be received at Suss X Active.

Australian exchanges will be returned to the customer via the post office. Customer to pay postage, however postage will be refunded to customer Suss X Active is satisfied of a genuine return . Customers are responsible for the cost of return shipping on all returns ($16.45), and for ensuring the parcel reaches us safely. Please consider a registered/insured service. We will not be responsible for any items that get lost through the post or courier.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@sussxactive.com.com.au.

 

Please note that returns will need to be sent to the following address:

We love a chat, so feel free to contact us on 0403775306 or email us at info@sussxactive.com if you need to discuss your return or exchange.

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds will be processed to you via the same method you made payment, for example credit card payments will be refunded to your credit card, PayPal payments will be refunded via PayPal, etc.

 

If you purchased using a pay later service (ie. Afterpay, Klarna or Zip) we only permit an exchange for product or a store credit / giftcard.

 

 All products for warranty consideration must be returned to our store with proof of purchase. Postage to return items (if applicable) is at your own expense.

 

 All new racquets carry a one year manufacturer’s warranty against defects. Replacement is at the sole discretion of the manufacturer and replacements cannot be made without their approval.

 

The racquet is required at our store and is passed on to the manufacturer for assessment. Once this process is complete we will let you know the outcome of your claim. If your racquet is discontinued we will provide you with a suitable replacement or store credit.

 

Please note that any products marked or advertised as blemished are not eligible for return or refund.

 

SHOES AND OTHER PRODUCTS: 

Each sole warranty shoe is limited to a one time replacement.

 

Product replacement is at the sole discretion of the manufacturer and replacements cannot be made without their approval.

 

If the purchased product is no longer available we will provide you with a suitable replacement or store credit.

 

If the claim is successful, Suss X Active will ship the replacement to you free of charge.

 

If the claim is denied and you wish to have your equipment returned to you, shipping will be at the cost of the customer.