CUSTOMER CARE

PRIVACY & SECURITY

Do we use cookies?

Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow). Cookies enable the sites or service provider’s systems to recognise your browser to capture and remember certain information.

We use cookies to understand and save your preferences for future visits and compile data about site traffic and site interaction so that we can offer a better site experience and tools in the future. We may contract with third-party service providers to assist us to better understand our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve the customer experience.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly.

RETURNS, REFUNDS, REPLACEMENTS & EXCHANGES

Provided you have not used your racquet or goods purchased and the racquet in exactly the same condition as when we sent it to you, we are happy to refund your money. That is if it is returned within 30 days of your purchase. A racquet or goods purchased cannot be returned if you simply change your mind after using the racquet or the goods purchased. All racquet types must still have the original plastic sleeve on the handle to be eligible for a return. If you paid extra to have your racquet strung, this portion will not be refunded, only the racquet frame cost is available for refund or exchange. If unsure as to what to do, just call us… we are here to help.

If looking to return goods, here are some simple to follow tips:

1. Call us on 02 8354 0508 or email the store to check if your product is eligible for return/exchange.
2. If it is eligible for a return or exchange, please return the item to us in person or by mail to Shop 207-2b, 122 Lang Road, Moore Park, Sydney NSW 2010.
3. If returning by mail please include your full name. Also, please note, postage is at your cost. We recommend you use Australia Post and they offer a flat rate of $13.95 from anywhere in Australia for our customers. Australia Post don’t handle oversized items, so if your goods come into this category, please contact us for assistance. Please pack the items securely to avoid damage in shipment.
4. Once we receive the return, it takes approximately 7 days to process the return and issue a refund/exchange.

Refunds will be processed back 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 are exchanging a product, we offer free shipping of the replacement product from us to you (Australian residents only and excludes oversized items). We don’t offer free shipping to New Zealand customers and will provide a quote before proceeding.

ORDERING

Once you place an order for goods this will be confirmed by either email or a telephone call. StrungOut does not guarantee the availability of a product we have advertised, however we will immediately notify you if we are unable to provide you the product you have ordered. We have an email address which you can email to enquire about the progress of your order. Please click info@strungout.com.au to email us now.

PAYMENT, PRICING & TRANSACTION CURRENCY

All of our prices are by default set in Australian dollars (AUD) and include GST (Goods and Services Tax). We use geolocation IP services to determine if you are in New Zealand and in the case we detect a New Zealand IP address, we attempt to show you products in NZD and excluding GST to provide a better customer experience. Product prices are regularly updated when price changes are received from our suppliers. If you find a cheaper advertised price somewhere else, email or phone us with the details of the supplier together with prices of the product required and we WILL match the price.

VIEWING ORDERS

If you have created an account with us here at StrungOut, you can log into your account to view your past orders. You will also be emailed a confirmation after placing your order which will allow you to keep a record on file.

Updating Account Information

To update your account information, simply log into your account and follow the steps to update your profile account.

SECURITY POLICY

When purchasing goods from StrungOut your financial details are processed using a secure server with the latest 256-bit SSL (secure sockets layer) encryption technology. SHA-256 SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us through our contact page.

WARRANTY INFORMATION

All racquets come with a manufacturer’s warranty which is usually 1 year. Other products can also have a 1 year warranty, but the warranty can vary so please email us to determine the warranty period or check the product description. Provided the damage to the tennis racquet or product falls under the manufacturer’s terms and conditions StrungOut will organise your racquet or product to be replaced for you.

To make your warranty claim, you need to fill in this form and send it along with the racquet or goods purchased back to us & postage is at your own cost. We recommend you use Australia Post and they offer a flat rate of $13.95 from anywhere in Australia for our customers. Australia Post do not handle oversized goods, so please contact us for help returning such products.

Once we receive your racquet or goods purchased, we will pass it on to the manufacturer to analyse and if it falls under the manufacturer’s terms and conditions for replacement, we will send you a replacement (free return postage from us to you if you are an Australian resident – we will quote return postage to NZ customers before proceeding). Please note that generally racquets will be unstrung and we do not provide warranty coverage for string.

Sometimes warranty assessment can take 2-7 business days as we are required to pass your product on to the supplier. We always try to keep this time to a minimum and we appreciate your patience during this process. Please be aware that we cannot provide replacement racquets/products without approval from the manufacturer. If your racquet/product is approved for replacement but it is now discontinued, we will provide you with a suitable alternative model.

For warranty enquiries, please feel free to contact us here: info@strungout.com.au we are very happy to help anyway we can.