Legal
Refunds and Returns
If something is wrong with what you bought, tell us and we will sort it out. This page explains what you are entitled to, what we offer beyond that, and how to start a return.
Your rights under Australian law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you are entitled to a replacement or refund and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
Nothing on this page reduces those rights. There is no such thing as a sale that is final if a product turns out to be faulty, unsafe, different from its description, or not fit for the purpose we said it was for.
A major failure is one where you would not have bought the item had you known about it, or where it is unsafe, significantly different from its description, or cannot be fixed easily. In that case you choose between a refund and a replacement. Where the problem is minor, we may repair or replace it instead, within a reasonable time.
Faulty or wrong items
If an item arrives damaged, faulty, or is not what you ordered, email [email protected] with your order number and a photo. We will arrange a repair, replacement or refund and we cover the return postage.
You do not need the original packaging and you do not lose your rights because you opened the item or threw away the box. Please keep proof of purchase, which can be an order confirmation email, a receipt or a bank statement.
Change of mind
We are not required to refund a change of mind, but we do it anyway on physical products, because sizing is hard to judge online.
- Tell us within 30 days of delivery.
- The item must be unworn and unwashed, with tags attached, in a condition we can resell.
- You pay the return postage. We refund the price you paid for the item.
- The original delivery charge is not refunded unless the return is because of a fault.
Items we cannot accept back for change of mind, for hygiene reasons, are anything worn against the skin such as socks and base layers, once opened.
If you want a different size, say so and we will treat it as an exchange rather than a refund, subject to stock.
Digital programmes
Digital programmes download immediately, so we do not offer change of mind refunds once the download has been accessed. Each product page tells you the age group, the number of sessions, the length of the block and the equipment you need, so you can check it suits you before buying.
Your consumer guarantees still apply. If a programme does not download, is unreadable, does not match what the product page said, or is not fit for the purpose we described, contact us and we will fix it or refund you. Email [email protected] with your order number.
Coaching and sessions
Cancellation and rescheduling for Online Coaching and Train With Jack are set out in our Terms and Conditions. In short:
- Train With Jack, 48 hours. Move or cancel up to 48 hours before your session for a full refund or a new slot at no cost. Inside 48 hours we cannot refund, because the slot is held for you.
- If we cancel, including for weather, you get a new slot or a full refund, your choice, and the 48 hour rule does not apply.
- If you cancel Online Coaching part way through, we refund the part we have not delivered.
- If a service is not delivered with reasonable care and skill, your consumer guarantees apply and we will resupply it or refund you.
How to start a return
- Email [email protected] with your order number and what is wrong, with a photo if the item is faulty.
- We reply within two working days with a return address and instructions.
- Post the item back. Keep the tracking number.
- We inspect it on arrival and process the outcome.
Please do not send anything back before contacting us, as we may be able to resolve it without a return.
How long refunds take
We process refunds within three working days of agreeing one, or of receiving a returned item. Refunds go back to the payment method you used. Your bank or card provider usually takes a further three to five working days to show it.
Outside Australia
If you are a consumer in the United Kingdom or the European Union you keep the protection of your own consumer laws, including any right to cancel a distance purchase within the statutory period. Contact us and we will apply whichever set of rights gives you the better outcome.
Contact
Email [email protected].