Returns & Refunds Policy

1. Customised and Personalised Orders

Many Strathern products are made or decorated to customer specifications, including team colours, logos, names, numbers, roster details, measurements, selected styles or approved artwork.

Once personalised production has begun, these goods are generally not eligible for a change-of-mind return because they cannot reasonably be resold as standard stock.

This does not remove any right that cannot lawfully be excluded where goods are faulty, damaged, materially different from what was ordered or otherwise fail a mandatory consumer guarantee.

2. Cancelling or Changing an Order Before Production

If you need to change or cancel an order, contact support@stratherninternational.com as soon as possible.

If custom work, material allocation, artwork preparation or production has not begun, we will review whether the order can be cancelled or changed. If work has started, cancellation may be refused or any refund may be limited to the amount that can reasonably be returned after work already performed, to the extent permitted by law.

3. Faulty, Damaged, Incorrect or Misdescribed Goods

Contact us if an item arrives with a manufacturing fault, is damaged, is materially different from the approved order, or is the wrong product or quantity. Examples can include the wrong approved product, a manufacturing defect affecting normal use, materially incorrect customisation compared with approved information, a shortage, or damage before/during delivery.

4. How to Report a Problem

Please contact us promptly after discovering a problem. Reporting within 7 days of delivery is strongly encouraged because it helps us investigate packaging, courier and production records quickly. This request does not reduce any longer mandatory right under applicable law.

Include your order number, team or organisation name, affected product and quantity, a clear description, photos/video where relevant, and packaging photos if the shipment was damaged in transit.

5. What Is Generally Not a Manufacturing Defect

Subject to mandatory consumer law, the following are generally not manufacturing defects: a customer-approved spelling, name, number, logo placement or design detail; an incorrect size selected by the customer/team; reasonable colour differences caused by screens, lighting, fabric, dye lot or production; reasonable differences between production batches; normal wear and tear; damage caused by misuse, improper washing, alteration or accident; or a preference change after a custom item has been made as approved.

6. Goods Damaged in Transit

If a parcel arrives damaged, keep the packaging and contact us promptly with photographs of the parcel and affected goods. We may ask you to cooperate with the carrier’s claim process. Do not dispose of damaged packaging until we confirm it is no longer needed.

7. Available Remedies

After review, the appropriate remedy may include repair or correction, remake, replacement, credit where agreed, partial refund, or full refund where required by the circumstances and applicable law.

The remedy depends on the nature and seriousness of the problem, whether the item can reasonably be corrected, and mandatory legal rights.

8. Return Authorisation

Do not send products back without contacting us first. Some issues can be resolved without an international return, while others may require inspection.

If a physical return is required, we will provide instructions. Where return is required because of an accepted Strathern fault, we will handle reasonable return or replacement shipping as required by applicable law and the agreed remedy.

9. Refund Processing

Approved refunds are returned through the original payment method where reasonably possible. We will process an approved refund promptly after the decision and any required return or verification are complete. Your bank, card issuer or payment provider may take additional time to display it.

10. Team Locker Orders

Team Locker products use approved team artwork and may include player names, numbers or sizes. The person ordering is responsible for checking the selected team, product, size and permitted player details before payment.

Team Locker custom items follow the same defect and mandatory-right protections described in this policy, but are generally not change-of-mind returnable after production begins.

11. Mandatory Consumer Rights

Nothing in this policy removes a consumer right or remedy that cannot lawfully be excluded.

Australia

Where Australian Consumer Law applies, consumer guarantees cannot be excluded. Depending on the nature of a failure, customers may be entitled to a repair, replacement, refund, cancellation or compensation.

European Union

EU distance-selling rules generally provide a 14-day withdrawal right for many online purchases, but goods made to the consumer’s specifications or clearly personalised are generally excluded from that change-of-mind withdrawal right. Separate legal rights for faulty or non-conforming goods remain.

Other jurisdictions

Other countries and U.S. states may provide additional mandatory rights. Where those rights apply and cannot be excluded, they take priority over an inconsistent limitation in this policy.

12. Returns and Refund Contact

Email support@stratherninternational.com or use the Contact page. Include the order number and team or organisation name for an existing order.