Refund policy

Overview

At Gelball Undercover Pty Ltd, we strive to ensure our customers are satisfied with their purchases. This refund policy outlines the circumstances under which refunds, exchanges, and returns are accepted.

Warranty and Guarantees

Our products come with guarantees as outlined under the Australian Consumer Law. Here is an overview of our warranty periods:

Custom and Modified Gel Blasters: 30-day warranty from the date of purchase. Modifications beyond factory condition are covered.
Standard and Stock Gel Blasters: 45-day manufacturing warranty covering manufacturing faults only. User-induced damages are not covered.
Consumables (e.g., batteries): 30-day warranty.

Conditions for Warranty Coverage

Any modifications, disassembly, or use of third-party products with our gel blasters voids the warranty.
Warranty claims must be related to manufacturing faults and not due to misuse or incorrect handling.

Refunds and Returns

Non-Warranty Related Returns: Customers may return products for reasons unrelated to warranty issues; however, the customer is responsible for shipping costs.
Change of Mind: At Gelball Undercover Pty Ltd., we strive to provide a clear and transparent refund process. Please review our Change of Mind policy below.
Refund & Return Policy Disclaimer
At Gel Ball Undercover PTY LTD, we are committed to providing high-quality products and service. Please carefully review our policy before making a purchase:
1. No Refunds, Change of Mind, or Order Cancellations
  - We do not accept refunds or returns for change of mind.
  - Order cancellations are not permitted, even if requested immediately after purchase.
2. Store Credit for Unshipped Orders
  - If your order has not been shipped and you no longer want the product, we can issue a store credit equivalent to the full value of your purchase.
3. Returns for Shipped Orders
  - If your order has been shipped and you wish to return it:
    
    You must ship the item back to us at your own expense.
    
    The product must be in brand-new, unused condition upon return.
    
    Once the product has been assessed and approved, we will issue a store credit for the corresponding value.
By placing an order with us, you acknowledge and agree to these terms. For questions or concerns, please contact our support team prior to completing your purchase.

In-Store Purchases
Refunds or exchanges for change of mind are not available on in-store purchases. We encourage customers to consult with our staff regarding product suitability and performance to ensure satisfaction with your selection.

Warranty and Refund Exclusions
Refunds or replacements under our warranty policy may not be accepted in the following cases:
1. The product has been damaged due to customer actions (with the exception of package seals).
2. The product’s value has significantly decreased due to customer usage or consumption.
3. The product’s value has significantly decreased due to a time-sensitive sale or promotion.
4. The product has been customized, modified, or upgraded to meet specific buyer requirements (e.g., custom builds).
5. The product is not in its original condition, is damaged, or has missing parts for reasons unrelated to our error.
6. Warranty claims are not submitted within 30 days of purchase.
7. Internal or upgrade parts have been incorrectly installed by the buyer. Please ensure compatibility before installing, as we are not responsible for damages or performance issues resulting from incorrect installation or part incompatibility

Refund Process

Assessment: All refund, store credit, return, or exchange claims will be assessed by Gelball Undercover Pty Ltd.
Decision: A final decision will be made by our team based on the terms outlined within our policies.
Shipping Costs: If a product is returned for reasons not related to warranty, the customer is responsible for any shipping costs incurred.

User Error & Warranty Returns – GBU Policy

GBU will provide a return label for the item to be sent back via any Australia Post location, Once the item/order is received, it will be assessed for faults by the technician. If the blaster is found to be in working condition and the issue is deemed user error, a return postage fee of $19.99 will apply. An invoice will be sent to your email for processing, and the item will be dispatched back to you within 24–48 hours once payment has been received.

If a fault is identified and the item is within the applicable warranty period (45 days for standard items, or 30 days for GBU Customs, provided no modifications have been made), the issue will be covered by GBU. We will either repair or replace the item with the same model or equivalent, or offer store credit should you prefer to select an alternative item on your next order.

For any further warranty or repair enquiries, please contact: contact@gelballundercover.com.au