Aussie Golf Sims Returns & Refunds Policy

Effective Date: 16 September 2026
Company: Aussie Golf Sims Pty Ltd
ABN: 19 686 846 328
Email: info@aussiegolfsims.com.au

At Aussie Golf Sims, we want to make returns and product issues as straightforward as possible. This policy explains our voluntary change-of-mind return policy and your rights where a product is faulty, damaged, incorrect or otherwise does not comply with applicable consumer guarantees.

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law ("ACL").

This policy covers two main situations:

  • Change-of-mind returns under our voluntary 30-day return policy; and
  • Product problems, including faulty, damaged, defective or incorrectly supplied products.

Different conditions apply to each situation.

1. Change-of-Mind Returns – 30 Days

We voluntarily offer change-of-mind returns on eligible products within 30 days of delivery.

To qualify for a change-of-mind return:

  • you must contact us within 30 days of the product being delivered;
  • the product must be unused and in its original condition;
  • the product must be returned in its original packaging with all accessories, components, manuals and other items supplied with it;
  • any bundled, promotional or bonus items supplied as part of the purchase must also be returned where the refund relates to the complete purchase;
  • you must provide reasonable proof of purchase; and
  • the product must otherwise comply with the conditions in this policy.

Launch monitors: Launch monitors must be unopened and unused to qualify for a change-of-mind return. If the packaging has been opened, the device has been powered on, registered, activated, connected to an account or otherwise used, it will not be eligible for a change-of-mind return.

This restriction applies only to voluntary change-of-mind returns. It does not limit your rights where a launch monitor is faulty or otherwise fails to comply with an applicable consumer guarantee.

2. Products Excluded from Change-of-Mind Returns

The following products are not eligible for return simply because you have changed your mind:

  • custom, personalised or made-to-order products;
  • custom-sized RooBox enclosures;
  • custom impact screens;
  • turf, flooring or other material cut or manufactured to your requested dimensions;
  • products manufactured, modified or ordered specifically to your specifications;
  • software, digital products, licence keys, activation codes or subscriptions that have been supplied, accessed, activated, redeemed or used; and
  • launch monitors that have been opened or used, as described above.

These exclusions apply only to change-of-mind returns. They do not affect rights available under the Australian Consumer Law where a product is faulty, defective, incorrectly supplied or otherwise fails to comply with an applicable consumer guarantee.

3. Custom and Made-to-Order Products

Custom and made-to-order products are manufactured specifically for your order and cannot generally be resold. For this reason, they are not eligible for change-of-mind returns once manufacture or customisation has commenced.

Where you supply or approve dimensions, measurements, specifications, colours, configurations or other information for a custom product, you are responsible for checking that information carefully before approving the order.

We are not required to provide a change-of-mind refund where a custom product has been correctly manufactured in accordance with measurements or specifications supplied or approved by you but those measurements or specifications later prove unsuitable for your space or requirements.

This does not limit your rights where the product does not match the specifications you supplied and we accepted, where an error was caused or contributed to by Aussie Golf Sims, or where another consumer guarantee applies.

4. Costs of Change-of-Mind Returns

For an approved change-of-mind return:

  • you are responsible for arranging and paying for return shipping;
  • original delivery, freight and shipping charges are not refundable unless required by law;
  • you are responsible for securely packaging the product to prevent damage during return transit; and
  • the product remains your responsibility until it has been received by us or our nominated return location.

We recommend using a tracked and appropriately insured delivery service for change-of-mind returns, particularly for high-value products.

If a product is damaged during return transport because it was inadequately packaged, this may affect whether it meets the conditions of our voluntary change-of-mind return policy.

5. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, defective, incorrectly supplied, materially different from its description, or otherwise does not comply with an applicable consumer guarantee, please contact us at info@aussiegolfsims.com.au.

To help us investigate the issue efficiently, we may ask you to provide:

  • reasonable proof of purchase;
  • your order number, where available;
  • a description of the issue;
  • photographs or video demonstrating the issue where reasonably practicable;
  • serial numbers or other product identification information; and
  • reasonable troubleshooting information relevant to the product.

Providing photographs, video or troubleshooting information can often allow us to resolve an issue without requiring the product to be returned. These requests do not limit any rights you may have under applicable law.

There is no general 30-day limit on rights relating to faulty products under the Australian Consumer Law. Consumer guarantees apply for a period that is reasonable having regard to matters including the nature, price, expected durability and use of the product, and may continue beyond the term of a manufacturer's voluntary warranty.

6. Major Problems

A product may have a major problem under the Australian Consumer Law where, for example:

  • a reasonable consumer would not have purchased it if they had known about the nature and extent of the problem;
  • it is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
  • it is substantially unfit for a particular purpose made known to us before purchase and cannot easily be made fit within a reasonable time;
  • it is significantly different from its description, sample or demonstration model;
  • it has one serious problem, or multiple problems taken together, that amount to a major failure; or
  • it is unsafe.

Where a product has a major failure under the Australian Consumer Law, you may be entitled to reject the product and choose between a refund or replacement.

Alternatively, you may be entitled to keep the product and seek compensation for the reduction in its value.

Where a refund is required for a major failure, the refund will not be reduced simply because you used the product before the failure became apparent.

7. Minor Problems

Where a product has a problem that can be remedied within a reasonable time and the failure is not major, Aussie Golf Sims is generally entitled to choose an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

  • repairing the product;
  • replacing the product; or
  • providing a refund.

The remedy will be provided at no charge where required under the Australian Consumer Law.

If we elect to repair a minor problem but are unable or unwilling to remedy it within a reasonable time, additional remedies may become available to you under the Australian Consumer Law.

8. Product Assessment

We are entitled to reasonably assess a product before determining the appropriate remedy.

Depending on the nature of the product and issue, an assessment may be performed by Aussie Golf Sims, the manufacturer, an authorised repair agent or another appropriately qualified technician.

For electronic products such as launch monitors, projectors and computers, technical testing may be necessary to identify whether an issue relates to hardware, software, configuration, compatibility, user settings or another cause.

If we arrange for a manufacturer or service agent to perform an assessment, Aussie Golf Sims remains your point of contact for any remedy that we are legally required to provide as the retailer.

We will take reasonable steps to ensure assessments and remedies are completed within a reasonable timeframe having regard to the product, the nature of the reported problem, availability of parts and other relevant circumstances.

We are not generally able to provide loan or replacement units while a product is undergoing assessment or repair unless we separately agree to do so or applicable law requires otherwise.

9. No Fault Found and Customer-Caused Damage

A repair, replacement or refund under the consumer guarantees will not generally be available where the problem was caused by something occurring after supply that is not attributable to Aussie Golf Sims or the product itself.

This may include, to the extent it caused or contributed to the problem:

  • accidental or deliberate damage;
  • misuse, abuse or use contrary to instructions;
  • incorrect assembly or installation by the customer or another third party;
  • unauthorised modification, alteration or repair;
  • failure to reasonably maintain the product;
  • damage caused by external equipment, power supply issues, liquids, impact or environmental conditions where these are outside the product's intended operating conditions;
  • normal wear and tear consistent with reasonable use; or
  • an issue that was specifically disclosed to you before purchase.

The fact that one of these circumstances exists does not automatically remove all consumer rights. It must be relevant to the particular problem being claimed.

If an assessment reasonably determines that the product does not have the reported fault, or that the problem was caused by circumstances for which we are not responsible, we may require you to pay reasonable collection, transport or assessment costs where permitted by law.

Where we intend to charge such costs, we will provide you with a reasonable estimate of those costs before arranging the relevant collection or assessment.

10. Returning Faulty Products and Return Shipping

Please contact us before sending a faulty product so we can provide troubleshooting assistance, determine whether an assessment is required and give you the appropriate return instructions and address.

For products that can reasonably be posted or easily returned, you may be asked to return the product for assessment. If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transport costs where required by law. Please retain receipts or other evidence of those costs.

Where a faulty product is large, heavy, installed or otherwise difficult to return, and the Australian Consumer Law requires us to bear the return costs, we will arrange collection or otherwise pay the reasonable cost of returning the product within a reasonable time.

We may provide a prepaid label, arrange a courier collection, reimburse reasonable shipping costs or use another appropriate return method depending on the product and circumstances.

Do not send a product directly to the manufacturer unless we or the manufacturer have arranged this with you as part of the assessment or remedy process.

11. Proof of Purchase

We may require reasonable proof that the product was purchased from Aussie Golf Sims before processing a return, refund, repair or replacement.

Proof of purchase may include:

  • an Aussie Golf Sims receipt or tax invoice;
  • an online order confirmation or order number;
  • a bank, credit-card or payment-provider statement;
  • a warranty or registration record linked to the purchase;
  • a serial number linked to the relevant order in our records; or
  • another form of evidence that reasonably demonstrates the purchase.

An original paper receipt is not necessarily required where another reasonable form of proof is available.

12. How to Request a Return

To request a return:

  1. Contact us at info@aussiegolfsims.com.au and provide your order details and the reason for the return.
  2. Where relevant, provide photographs, video or other information reasonably requested to help us assess the issue.
  3. Wait for us to provide the appropriate return address or return instructions before dispatching the product.
  4. Package the product appropriately for transport.
  5. Include sufficient information with the return so that we can identify the order and customer.

Following our return instructions helps ensure the product is sent to the correct warehouse, supplier or assessment location and avoids unnecessary delays.

Failure to contact us before returning an item does not remove any rights that cannot lawfully be excluded, but may delay our ability to identify and process the return.

13. Refunds

Once a return has been received and, where appropriate, assessed, we will notify you of the outcome.

Where a refund is approved or required:

  • we will process it as soon as reasonably practicable;
  • refunds will generally be made to the original payment method where practicable;
  • where the original payment method cannot reasonably be used, we may arrange another appropriate refund method with you;
  • refunds made through credit-card, Buy Now Pay Later or other payment providers may take additional time to appear after being processed by us due to the provider's own processing times; and
  • for voluntary change-of-mind returns, original shipping or freight charges are not refundable unless required by law.

If a change-of-mind return does not satisfy the conditions of this policy, we will contact you to discuss the item and arrangements for it to be returned to you.

14. Late or Missing Refunds

If we have confirmed that a refund has been processed but it has not yet appeared:

  • check the account or payment method originally used for the purchase;
  • allow for the normal processing period of your bank, card issuer or payment provider;
  • contact the relevant financial institution or payment provider if necessary; and
  • if the refund still cannot be located, contact us at info@aussiegolfsims.com.au and we will investigate the payment status.

15. International Orders

For voluntary change-of-mind returns from outside Australia:

  • you must contact us and obtain return instructions before dispatching the product;
  • you are responsible for return shipping, insurance and any applicable customs or import costs associated with the return;
  • the product must satisfy the change-of-mind conditions set out in this policy; and
  • original international shipping charges are not refundable unless required by applicable law.

Customs duties, import taxes or other amounts paid directly to a government authority or third party are generally outside our control and may need to be reclaimed from that authority or provider.

Faulty or incorrectly supplied international orders will be handled in accordance with any mandatory rights available under applicable law. Nothing in this policy is intended to exclude a right or remedy that cannot lawfully be excluded.

16. Manufacturer Warranties

Some products we sell may also include a manufacturer's warranty or another voluntary warranty.

These warranties are additional to, and do not replace or restrict, any rights you may have under the Australian Consumer Law.

A manufacturer's stated warranty period does not necessarily determine how long your Australian Consumer Law rights apply.

You may contact us regarding a product we sold to you even where the product is also covered by a manufacturer's warranty.

17. Need Help?

If you would like to start a return, report a product issue or discuss the options available to you, contact:

Aussie Golf Sims Pty Ltd
ABN: 19 686 846 328
Email: info@aussiegolfsims.com.au
Website: www.aussiegolfsims.com.au

We are a small Australian team and aim to resolve returns and product issues as efficiently and fairly as possible while meeting our obligations under applicable consumer law.