Refund policy


Return Window

SHEGO offers a 14-day return policy.

This means you have 14 days after receiving your item to request a return.

This policy applies to eligible SHEGO products, including pickleball paddles, paddle covers, pickleballs, accessories and bundles, subject to the conditions outlined in this policy.

General Returns

If your SHEGO product is not the right fit for your needs, you may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it
  • The item must be clean and free from marks, damage or signs of play
  • The item must include all original packaging where possible
  • All original components and accessories must be included
  • Proof of purchase is required

We do not accept change of mind returns for used goods.

To start a return, you must email letsplay@shego.com.au before sending anything back. Returns sent without prior approval may not be accepted.

Once your return is approved, items must be sent to:

Shego Sports Co
38 Commercial Road
Shenton Park WA 6008
Australia

Approved returns must be shipped within 7 days of receiving return instructions.

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

Original shipping charges are non-refundable unless the item is confirmed to be faulty.

Returns that do not meet the above conditions may not be eligible for a refund.

Damages and issues

Please inspect your order upon arrival.

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at letsplay@shego.com.au.

To help us assess the issue quickly, please include:

  • Your order number
  • A clear description of the issue
  • Clear photos of the product
  • Photos of the outer packaging, including any visible shipping damage

A product is considered faulty if it has a genuine manufacturing defect or arrives damaged.

Damage caused by misuse, accidental damage, improper care, modification, or normal wear and tear is not considered a manufacturing fault and is not eligible for a refund. We may request additional information where necessary to assess the claim.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for used goods due to change of mind. 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.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, in an unused, clean condition and once the return is accepted, make a separate purchase for the new item.

If you ordered the wrong item or would like a different product, colour or style, please contact us at letsplay@shego.com.au to begin the return process.

Items returned for exchange-related reasons must meet the return conditions outlined above. Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

Change of Mind Returns

If you are not satisfied with your order, including change of mind, you may request a return within 14 days of receiving your order, subject to the conditions outlined in this policy.

All returns must be approved before being sent back.

Items must be returned unused, in good condition and in protective packaging to prevent damage during transit.

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

Clearance, final sale, gift cards, digital products, or heavily discounted items marked as such at the time of purchase are not eligible for change of mind returns or exchanges.

This does not affect your rights under Australian Consumer Law.

Non-Returnable Items

Certain items cannot be returned unless they are faulty, including:

  • Gift cards
  • Digital products, including downloadable guides
  • Clearance or final sale items marked as such
  • Custom, personalised or special order products
  • Used goods returned due to change of mind

Please contact us if you have questions about your specific item.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.If a product has a major failure, you are entitled to choose a replacement or refund. In some cases, you may also be entitled to compensation for losses caused by the failure. If a product does not meet acceptable quality standards but the issue is not a major failure, we will repair, replace or refund the item in accordance with Australian Consumer Law. These rights apply to all products regardless of the return windows set out in this policy.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds

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 letsplay@shegopickleball.com.