Refund policy
Our goal is to ensure you are completely satisfied with your gear. We offer a generous 60-day return policy for most items, provided they meet the conditions below.
🇪🇺 EU Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason. To exercise this right, you must notify us within 14 days of receiving your order, and return the item within 14 days of notifying us.
- How to notify us: Use our customer account portal to submit a cancellation or return request, or email us at orders@sambostoreaustralasia.com.
- Refund of outbound shipping: For EU withdrawal requests, we will refund the standard shipping cost paid at checkout. Premium or express shipping upgrades are not refundable.
- Return shipping: Return shipping costs for EU withdrawal requests are paid by the customer and are not covered by us.
- Refund timing: Refunds for EU withdrawal requests will be issued within 14 days of us receiving your returned item (or proof of return, whichever is earlier).
- Exemptions: The right of withdrawal does not apply to sealed hygiene goods that have been opened after delivery (mouth guards, groin guards/cups, compression shorts worn next to skin), or to personalised/custom items.
How to Return an Item
To streamline the process and ensure your return is tracked correctly, please do not send items back without first obtaining a return authorization.
Option 1: Automated Returns Portal (Recommended)
You can easily generate a return shipping label via our self-service portal. For "Change of Mind" returns, the cost of the shipping label will be deducted from your final refund amount.
CLICK HERE TO START YOUR RETURN
Option 2: Manual Request
If you prefer to arrange your own shipping, please email us at orders@sambostoreaustralasia.com to receive the correct return address and authorization number.
Return Conditions
- Timeframe: Items must be returned within 60 days of the original delivery date.
- Condition: Products must be in new, unused condition with all original packaging and tags still attached.
- Proof of Purchase: We require a valid order number or proof of purchase directly from our store.
⚠️ Hygiene & Safety Exclusions
Due to strict health and hygiene regulations, we cannot accept returns or exchanges for the following items if the packaging has been opened:
- Mouth Guards
- Groin Guards / Cups
- Compression Shorts (worn next to skin)
Please ensure you select the correct size prior to purchase. If one of these items is found to be effectively faulty upon arrival, a replacement will be provided.
Other Exclusions
- Clearance Items: Sale or clearance items are final sale and not eligible for a refund unless faulty.
- Heavy/Bulk Orders: We do not accept "Change of Mind" returns for bulk special orders or individual items exceeding 15kg.
Refunds & Store Credits
Once your return is received and inspected at our facility, we will notify you of the approval or rejection of your refund.
- Approved Refunds: Will be processed back to your original method of payment within 14 days of us receiving your return.
- Domestic Shipping Costs: Original shipping charges are non-refundable for change-of-mind returns. If you use our prepaid label for a change-of-mind return, the cost of that label will be deducted from your refund. (EU customers: see EU Right of Withdrawal section above for outbound shipping refund entitlements.)
- International Returns: International return shipping costs are paid by the customer. We do not provide prepaid return labels for international orders.
Faulty or Incorrect Items
If you have received an item that is faulty, damaged, or not what you ordered, please contact us immediately at orders@sambostoreaustralasia.com.
In these cases, we will cover the return shipping costs and organize a replacement or full refund promptly in accordance with Australian Consumer Law.
Australian Consumer Law (ACL)
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.