Policy

Refunds and returns

Faulty goods can always be repaired, replaced or refunded under the Australian Consumer Law.

The short version

Session places (training, camps, clinics): you can get a refund up to 24 hours before the session starts. The card fee is not refunded.
Goods (uniforms and merchandise): if you have changed your mind, you can return an unused item within 30 days with your receipt. You get back what you paid, less the card fee. Sale items and made-to-order kit (see Made-to-order and printed kit below) cannot be returned for a change of mind.
If the club cancels a session, you get a full refund, card fee included.
Faulty goods can always be repaired, replaced or refunded under the Australian Consumer Law, and a refund for a fault is always the full amount. This page never takes that right away.
Refunds always go back to the way you paid, and usually show up within 5 to 10 business days.

How you pay

We take payments through Stripe, a payments company. You can pay by card, Apple Pay, Google Pay or Zip. El!te never sees or keeps your card number.

When your payment goes through, the club emails you one receipt. It shows our name and ABN, your receipt number, what you bought, any discount code, the total and how you paid (for example, Visa ending 4242). The prices you see are the prices you pay. We do not add a card surcharge.

Session places

Changed your mind? Refunds are given up to 24 hours before the session. Any fees paid (e.g. card fees) are not refundable.

After the cut-off, the payment stands.

Card fees are not refunded. Stripe charges the club a fee on every card payment and does not give it back when a payment is refunded. The club does not pay it for you. A session refund is what you paid, less that fee. The refund page shows you the exact amount before you ask.
A place is refunded once. If you give a place up, get your refund, and then take the same place again and pay again, the second payment cannot be refunded.
How to ask. Use the “Need a refund? Request one here” link at the bottom of your receipt, your booking page or your booking email. If you were invited to a paid session and you decline it more than 24 hours before it starts, your booking is cancelled and the refund is requested for you.
Less than 24 hours to go. The payment stands. You can still ask if something serious has happened, such as illness or injury. The club looks at each request and decides. It is not an automatic refund and it is not an automatic refusal.
If we cancel. If the club cancels a session, we email everyone booked and refund you in full, including the card fee.
If the session fills first. If a session fills up before your payment is confirmed, your order is cancelled and you are refunded in full.

Some sessions are free by invitation. There is nothing to pay and nothing to refund, and you can change your answer until the session starts. Some paid sessions have a lower price for the club that hosts them. The price at checkout is the price for the player’s current club, and any refund is based on what was paid.

Discount codes

A discount code takes money off your order at checkout. You need to be signed in to use one.

One code per order. Codes cannot be combined.
Some codes are open to any signed-in member. Others are personal and work only for the people they were made for.
Codes can have a limit on how many times they can be used.
If an order that used a code is refunded in full, the use of the code is given back.
Refunds are based on what you actually paid, after the discount.

Goods

You can return goods if you have simply changed your mind. All of these must be true:

It is within 30 days of your purchase.
The item is unused and in the same condition you received it, in its original packaging.
You have your proof of purchase. The receipt email we sent you is your proof.
It was not a sale item. Only regular priced items can be returned for a change of mind.
It is not made-to-order kit. All of the club’s kit is made to order: see Made-to-order and printed kit below.

If you return goods because you changed your mind, you get back what you paid, less the card fee. The club does not pay Stripe’s fee for you. For a fault, or anything else the Australian Consumer Law requires, you get the full amount back.

A player may change her number. She keeps the jersey she already has, because a jersey with a printed name or number cannot be returned or refunded. But she may not wear the old number at El!te events: by choosing to change it she has given it up, and it may already have been given to another player.

An order for goods can be cancelled and refunded in full at any time until the club has placed the order with the supplier. The club marks the order “ordered from the supplier” when it does that. After that, the order cannot be cancelled. The club does not post goods, and there are no delivery fees.

Bring a return to training or a game, or contact us first and we will arrange it. Once we have checked the item, we email you to say whether the refund is approved. If you are not sure about a size, ask us before you order.

We replace an item that is defective or damaged. If you need to swap an item for the same item in another size, contact us and we will see what we can do.

Made-to-order and printed kit

All of the club’s kit is made to order for us by our supplier, iAthletic. We do not sell plain stock. Please read this before you order.

Allow about six weeks. Kit is made to order, so allow about six weeks. If an order has other items in it as well, those may wait until the kit is ready, so that everything arrives together.
Changed your mind, or chose the wrong size. Kit cannot be refunded or exchanged for a change of mind or the wrong size. If the club has a spare in the right size, we will try to swap it, but only for kit with no name or number printed on it. We cannot promise a swap.
Name or number printed. Kit with a player’s name or number printed on it cannot be returned or exchanged, unless it is faulty.
Choose your size with care, using the size chart on the product page where there is one.
Faulty, damaged or the wrong item. Tell us straight away through the enquiry form, and keep your receipt. Your rights under the Australian Consumer Law stay exactly as they are.
Not covered: damage from rough use, from washing it the wrong way, or from normal wear and tear.

Faulty goods and your rights

Faulty goods can always be repaired, replaced or refunded under the Australian Consumer Law. Goods must be of acceptable quality, match their description and do what they are meant to do. If goods have a major problem, you can choose a replacement or a refund. If the problem is minor, we can choose to repair, replace or refund.

Nothing on this page limits those rights. The sale-item and made-to-order rules above apply only to a change of mind, never to a fault. A refund for a fault is always the full amount, with no card fee taken off. Tell us as soon as you notice a problem and keep your receipt.

How a refund is approved and paid

A refund is never paid on one person’s say-so. Either you ask and an approver decides, or one club member asks for the refund and a different person approves it. Approvers are the Treasurer, the President and the club administrator. They confirm with their two-step sign-in code before any money moves.

We can refund part of an order, or one item from an order of several (for example, one jersey of two).
If we cannot approve a refund, we email you and say why.
When a refund is paid, we email you the amount, how it was paid, the date and when to expect it.

Where the money goes, and how long it takes

Refunds go back to the way you paid. That means the same card, the same Apple Pay or Google Pay wallet, or the same Zip account. We cannot send a refund to a different card or bank account. This is how Stripe works.
It usually shows in your account within 5 to 10 business days, depending on your bank. Your bank may show it as pending first. A refund made soon after a payment sometimes simply removes the original charge from your statement instead of showing as a separate credit.
If it has not arrived after 10 business days, check with your bank first. They can trace it if you give them the refund date and amount from our email. If you still cannot find it, contact us.
If your bank cannot take the refund (for example, a closed card), the money comes back to the club. We will then work out another way to get it to you.

If you dispute a payment with your bank

Please talk to us first. Most problems can be fixed quickly without involving your bank.

If you ask your card issuer to reverse a payment, this is called a dispute or chargeback. The bank takes the payment back through Stripe, with a dispute fee, and the club has to send evidence to answer it. If we have already refunded the payment, or the dispute is about a payment you also asked us to refund, tell us right away. We do not refund a payment that is being disputed, so that you are not paid twice.

Team, registration and competition fees

These fees are set out in writing when they are offered. If you change your mind, you can have the fee back, less the card fee. If an offer states a different deadline, the offer’s terms apply. As with every refund, one person asks and a different person approves: the Treasurer, the President or the Club administrator. If the club cancels the event or your place, you get a full refund, card fee included.

Contact us

Quote your receipt or booking number and use the Contact page on this website. You can also reply to your receipt email.

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