refund policy
At Primera Soccer, we believe a soccer ball should be ready for the game. We take pride in the quality of our products and want every player, coach and club to feel confident when choosing Primera.
If something isn't right with your order, we're here to help.
This policy applies to purchases made directly through www.primerasoccer.au. It should be read alongside your rights under the Australian Consumer Law (ACL).
1. Faulty Products & Consumer Guarantees
We stand behind the quality of our soccer balls. If a product has a fault, fails to meet a consumer guarantee, arrives damaged, or is significantly different from its description, please contact us so we can assess the issue and work towards an appropriate resolution.
Under Australian Consumer Law, you may be entitled to a repair, replacement or refund, depending on the nature of the problem.
A major failure may include a product that:
Would not have been purchased had the problem been known beforehand.
Is substantially unfit for its normal purpose and cannot easily be made fit.
Is significantly different from its description, sample or demonstration.
Presents a safety issue.
Where a major failure occurs, you may be entitled to reject the product and choose a refund or replacement, subject to your rights under Australian Consumer Law.
For a minor failure, Primera Soccer may be entitled to repair or replace the product within a reasonable time. If the issue cannot be resolved as required by law, further remedies may be available.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
2. Change of Mind Returns
We understand that sometimes plans change. However, Primera Soccer does not offer refunds or exchanges for change of mind.
This includes situations where:
You change your mind after placing an order.
You select the wrong ball size or model.
You decide the product is no longer required.
You find a similar product at a different price.
The product meets its description but is not what you personally expected.
Please check your selected ball size, model, quantity and order details carefully before completing your purchase.
This change-of-mind policy does not affect your rights under Australian Consumer Law.
3. Incorrect or Damaged Orders
If your order arrives damaged, contains the wrong product, or is missing an item, please contact us as soon as reasonably possible.
To help us resolve the issue, please provide:
Your order number or proof of purchase.
A brief description of the problem.
Clear photographs of the product, packaging or damage, where applicable.
We will review the information and advise you of the next steps. Where an issue is our responsibility, we will arrange an appropriate remedy in accordance with Australian Consumer Law.
Please contact us before returning any product so we can provide the correct instructions.
4. Soccer Ball Performance & Assessment
Soccer balls are designed for use on suitable playing surfaces and under the recommended inflation and care conditions.
When assessing a reported fault, we may consider:
Whether the ball was inflated to the recommended pressure.
Whether it was used on a suitable playing surface.
Whether it was used and maintained in accordance with the product's instructions.
Whether the reported issue is consistent with a manufacturing defect or ordinary wear and tear.
Normal wear and tear, accidental damage, misuse, incorrect inflation, neglect or damage caused by unsuitable playing conditions may not qualify for a remedy where the issue is not a failure of a consumer guarantee.
However, the fact that a ball has been used does not automatically remove your rights. Each claim will be assessed on its circumstances and applicable consumer law.
5. Club, Bulk & Promotional Orders
Primera Soccer works with clubs, teams, academies and retailers to help get quality soccer balls onto the pitch.
For bulk, club, wholesale and promotional orders, please check the agreed order details, quantities, product specifications and any applicable promotional terms before confirming your purchase.
Change-of-mind returns are not offered for these orders unless otherwise agreed in writing. This does not exclude any rights or remedies that apply under Australian Consumer Law.
If your order contains faulty, damaged or incorrectly supplied products, please contact us so we can assess the issue and determine the appropriate resolution.
6. Return Shipping
If you are returning a product because it has a problem covered by Australian Consumer Law, we will follow the applicable legal requirements regarding reasonable return costs and any necessary collection arrangements.
For other approved returns, we will advise you of the applicable shipping arrangements before the return is sent.
Please do not send products back without contacting us first.
7. Refund Processing
Once a refund has been approved, it will generally be processed to the original payment method where practicable.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
Where a refund is required under Australian Consumer Law, we will provide it in accordance with the applicable requirements.
8. How to Request a Return or Report a Fault
Need a hand? Get in touch with our team.
Email: hello@primerasoccer.au
Website: www.primerasoccer.au
Please include your order number, a description of the issue and any relevant photographs.
Our team will review your request and respond with the next steps.
9. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits provided by this policy are in addition to any rights and remedies available to you under Australian Consumer Law.