Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If a product has a fault, is damaged, is not as described, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund (and, in some cases, compensation) at no additional cost to you.

Nothing in this Returns Policy is intended to exclude, restrict or modify any rights you have under the ACL.

Change-of-mind returns (our voluntary policy)

What can be returned?

For change-of-mind returns, we accept items that:

  • were purchased from Country Club International,
  • are unused and in resaleable condition, and
  • are returned with all accessories and, where reasonably possible, in the original packaging.

Custom or specially manufactured orders are not eligible for change-of-mind returns. This does not affect your rights under the ACL if those goods are faulty or otherwise fail a consumer guarantee.

When do items need to be returned by?

Change-of-mind returns must be requested and returned within 30 days of purchase (or receipt, for online orders).

This 30-day period applies only to change-of-mind returns. If a product is faulty, damaged, or incorrect, you may still have rights under the ACL after this time.

Returns where there is a problem with the product (ACL rights)

Please contact us as soon as you become aware of any problem with your product.

You may be entitled to a repair, replacement or refund if your goods:

  • are faulty or develop a fault within a reasonable time,
  • are unsafe,
  • are significantly different from the description or sample shown, or
  • are not fit for the purpose we said they would be, or that you made known to us.

Where a remedy is required under the ACL:

  • we will not charge a restocking fee, and
  • we will arrange or reimburse reasonable return shipping costs and, if a refund is provided, any original delivery fee you paid.

Where do items need to be returned to?

Unless we advise otherwise, items should be returned to:

Country Club International
6 Gateway Drive
Carrum Downs, Victoria, Australia, 3201

For large or bulky items, please contact us first – we may arrange collection or provide different instructions.

How do I return an item?

Before returning an item, please contact us to obtain a Return Merchandise Authorisation (RMA) by emailing:

info@countryclub.com.au

We’ll provide instructions on how to return the item and any documentation we need.

If items are sent back without first contacting us, processing may be delayed. This does not limit any rights you have under the ACL.

Shipping for returns

Change-of-mind returns

  • You are responsible for the cost of return shipping for change-of-mind returns.
  • Original shipping costs are not refundable for change-of-mind returns.

Returns under the ACL (faulty / damaged / incorrect)

  • Where goods have a problem covered by the ACL, we will arrange return shipping at our cost or reimburse your reasonable return freight costs.
  • If you are entitled to a refund, we will also refund any original delivery charges you paid for that item.

Credit and refunds for returns

Where we provide a refund:

  • For standard purchases, we will usually refund using the original payment method (for example, to the same card or account), unless you agree to another method (such as bank transfer or account credit).
  • For approved “Account” customers, we may apply a credit to your company account if you request or agree to this. Credits will be available for use on future orders and will appear on your monthly statement.

We will not require you to accept a credit note instead of a refund where you are entitled to a refund under the ACL.

Instore / warehouse returns

Items can be returned in person to our warehouse, provided you have:

  • contacted us to obtain an RMA, and
  • received return instructions.

Our warehouse is located at:

6 Gateway Drive, Carrum Downs, Victoria, Australia, 3201

In-person returns are accepted between 10am–3pm on weekdays, excluding public holidays.

Packing materials and restocking fees

For change-of-mind returns:

  • Items should be returned in their original packaging wherever reasonably possible.
  • Where original packaging is not available, we may charge a 15% restocking fee to cover re-packing and handling costs, provided the goods are otherwise in resaleable condition.

This restocking fee does not apply to returns where goods are faulty, damaged, incorrect or otherwise fail to meet consumer guarantees under the ACL.

Items damaged in transit

If your order arrives damaged, please contact us as soon as possible.

To help us investigate with our delivery partners, please:

  • take photographs of the external packaging, and
  • take photographs of the damaged item(s).

Email the photos, your invoice number and a brief description of the damage to info@countryclub.com.au.

If the item was damaged in transit or otherwise fails a consumer guarantee, you may be entitled to a repair, replacement or refund under the ACL. In these cases, we will cover return shipping (where required) and any applicable remedies in line with your ACL rights.

Incorrect item delivered

If you receive the wrong item, please contact info@countryclub.com.au as soon as possible (ideally within 7 days of receipt).

We will:

  • arrange for the incorrect item to be collected at our cost, and
  • arrange for the correct item to be dispatched, or provide another suitable remedy in accordance with the ACL.

Your rights under the ACL are not limited by this 7-day suggested timeframe.