IBEX Sports Refund & Return Policy
Thank you for shopping at IBEX Sports! We want you to be completely satisfied with your purchase, and we understand that sometimes things don’t work out as expected. If something’s not right, we’ve made our return process as easy and clear as possible.
Please take a moment to review our Refund and Return Policy below. We’re here to help, and we want to make sure you have a positive experience shopping with us.
1. Contact Us for Returns
If you’ve received an item that doesn’t quite meet your expectations, or if there’s an issue with your order, please reach out to us within 7 days of receiving the item. We want to make things right, but unfortunately, requests made after this period may not be eligible for return or exchange.
How to contact us:
Simply email our customer service team at ibexsports@protonmail.com. Include your order number and a brief description of the issue, along with any pictures if relevant (e.g., for damaged items). We’ll get back to you as soon as possible.
2. Change of Mind
We get it — sometimes, preferences change. Unfortunately, we can’t accept returns just because you’ve had a change of heart. All purchases are final unless the product is faulty, damaged, or doesn’t match the description.
However, if you’ve received an item that you no longer want, we may be able to offer store credit or an exchange for an unused, unworn product in its original condition. Please get in touch, and we’ll see what we can do!
3. Damaged or Defective Items
If your product arrives damaged or defective, we’re truly sorry! We want to get this sorted for you quickly. Please reach out within 7 days of receiving the item with:
• Your order number
• Clear photos of the damage or defect
Once we receive the necessary details, we’ll arrange for a replacement or process a refund for the cost of the item. We’ve got you covered.
4. Size Exchanges
We understand that getting the right size is important, especially when shopping online. If you need a different size, we’re happy to help with an exchange, as long as the item is:
- Unworn
- In its original condition (including tags and packaging)
Please note, you’ll be responsible for the shipping costs associated with returning the original item and shipping the new size. We’ll guide you through the process, and we’re here to help every step of the way!
5. Used, Worn, or Altered Items
To keep things simple and fair, we’re unable to accept returns for items that have been used, worn, washed, or altered in any way. This includes items with visible signs of wear like sweat marks, odors, or anything that shows they’ve been used.
For a return or exchange to be accepted, the product must be in its original, unused condition — just the way you received it!
6. Shipping Fees
Shipping fees are non-refundable, including the cost of return shipping. We understand that this can be frustrating, but please note that shipping charges are not covered under our refund or return policy.
If you’re returning an item, you’ll be responsible for the return shipping costs. If your return is for a damaged or defective item, we’ll take care of the shipping charges for you.
7. International Orders
We proudly ship internationally, but please be aware of the following:
- Customs Duties and Taxes: If you’re ordering from outside of Australia, you’ll be responsible for any customs duties, import taxes, or fees imposed by your country. These are not included in your order total and must be paid when the package arrives.
- Return Shipping for International Orders: If you choose to return an international order, you will be responsible for the return shipping charges. Please note that shipping fees are non-refundable in these cases, including if the parcel is returned due to customs issues.
We recommend checking with your local customs office to understand any potential fees before placing an international order.
8. Processing Time for Returns and Exchanges
Once we’ve received your returned item, please allow us 7-10 business days to process the return or exchange. We’ll get in touch with you as soon as your return has been approved or a new item has been shipped out.
- Refunds: If you’re eligible for a refund, we’ll process it to your original payment method. Please allow 5-10 business days for the funds to appear on your statement, depending on your bank or payment provider.
- Exchanges: If you’re exchanging your item, we’ll send you the new item and let you know once it’s on its way.
9. Refund Method
Refunds will be issued back to the original payment method used during checkout. Please note, it may take up to 10 business days for the refund to reflect in your account, depending on your bank’s processing times.
10. Final Thoughts
We want to make every part of your experience with IBEX Sports as smooth and enjoyable as possible. If you have any questions or need assistance, please don’t hesitate to get in touch with our customer service team at ibexsports@protonmail.com.
Thank you again for choosing IBEX Sports! We’re here to support you, and we appreciate your trust in our products.
