Equipment Returns Policy

Due to the nature of safety gear, we cannot accept returns for safety equipment (this includes carabiners, cord, harnesses, helmets, ropes, etc) if you change your mind or if they do not fit. Should the item you purchased have a defect (subject to assessment) we will offer you a replacement, repair or exchange on this item where:

• the product has faulty workmanship or materials
• is not fit for its purpose
• is significantly different from the sample or description

Returns Conditions

If you change your mind, you can return any non-safety related gear, provided all the following conditions are met:

Purchase Date

Items must have been purchased within the last 30 days, with proof of purchase available.

Item Condition

Items must be unused, unwashed, and undamaged.

Packaging

Items must be returned in their original, intact, as new packaging

Clearance Items

We do not accept returns or exchanges on clearance stock (unless the product has faulty workmanship or materials, is not fit for purpose, is different from the sample or description). Clearance items are clearly tagged.

Returning a Purchase

Eligible purchases that meet the returns conditions can either be returned via post or returned in person in store. We monitor return rate frequency for fraud and abuse. In the event of elevated return frequency, we are entitled to close or block access to your Account or deny you from making future orders. For exchanging sizes we will not refund any delivery costs that you have paid at purchase to have the product shipped to you nor the cost of any packaging you provide to send the items back to us.  If the return, in our reasonable opinion, is not in compliance with the Returns Conditions as listed above, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from us.

By Post

We are happy to exchange non safety items such as shoes if the size  you chose is incorrect. All items must be returned in their original, intact, as new packaging. You will need to post them back to us (at your cost – registered post) and you will also need to cover the cost of the return postage to you. The easiest way to do this is to include a prepaid satchel with your return.

Please send to returns/exchanges to:

Unit 3 / 30 Bishop Street, Kelvin Grove 4059

Take care to package your return, and then post your item at the Post Office. Noting that if your packaging is taped or has postal stickers attached, we cannot accept your return. Once we receive your return, if you are not seeking an exchange, a refund will be issued to your original payment method, along with an email confirmation. A refund once instigated can take from 5-10 business days to be received into your account.

In Store

Alternatively, you can return your purchase in store, where you have the choice of a refund, or an exchange, pending stock availability. 

Shipping

Delivery within Australia is $12.00. Orders over $99 are shipped freight free within Australia**

** Some heavy/bulky items may have an extra postage cost applied - in which case, it is stated clearly in the description of the product. We will contact you first to approve any additional charge.

Payment Options

Pinnacle Sports accepts payment via Mastercard, Visa, Apple Pay, Google Pay, Amex, Paypal and Direct Deposit.

If paying by direct deposit note that your order will not be released until the funds have been received into the account. Please allow an additional 1-2 business days for this verification to occur. Please send a copy of your remittance to online@pinnaclesports.com.au

Delivery Terms and Conditions

Please read carefully these standard terms for reliable mail-order services.

Orders may be sent with the one of the following service providers:

• Australia Post
• Or Other Courier Operators

If no-one is at home when your parcel arrives, you should receive a card advising how to obtain your parcel. If you do not follow the instructions on how to obtain your parcel and it is sent back to us, you will be required to pay an additional shipping charge to have it sent back to you.

If no-one will be at home during the day, you could consider having the order shipped to a work address or a Parcel Collect location or similar.

Instructions to leave- you can also leave special instructions (in the comments box during checkout) for the order to be left in a safe location should you not be at home. Please note, however, that by doing so you take responsibility should the order go missing after it is delivered.

Delivery Times

We aim to ship your order within 2 working days (excluding special orders) from Brisbane. If an ordered item is out of stock, your order may be delayed for several days until we have all items to send at once (we will advise you of any delay).

Should you require urgent delivery for a certain date, or have special delivery requirements, please contact us via email (online@pinnaclesports.com.au) or via phone (07 3368 3335) so that we can avoid any disappointment. While we cannot guarantee delivery by a certain date, we will do our best to assist you.

Our estimated delivery times from when an order is placed are: For metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 5 - 8 working days once shipped For all of WA, Tasmania and regional areas of all other States, your order will take 7 - 13 working days to arrive once shipped.

Equipment Gift Cards

Pinnacle Sports Gift Cards can be redeemed for purchases at Pinnacle Sports instore or our online store.

Digital Equipment Gift Cards will generally be issued within 24 hours of purchase, or on a future date selected at the time of purchase by the purchaser,

Gift Cards are issued in Australian dollars (AUD) and can only be redeemed for purchases in Australia.

Gift Card Terms & Conditions

• Gift Cards are not refundable and cannot be exchanged for cash, except where required by Australian Consumer Law.
• If the total purchase amount is less than the available Gift Card balance, the remaining balance can be used towards future purchases, subject to these terms and conditions.
• If the total purchase amount exceeds the available Gift Card balance, you must pay the remaining amount using another accepted payment method.
• Gift Cards cannot be used to purchase other Gift Cards.
• Pinnacle Sports is not responsible for Gift Cards that are lost, stolen, damaged or used without authorisation. Replacement of a lost or stolen Gift Card may require valid proof of purchase.
• Pinnacle Sports reserves the right to cancel or refuse to issue or accept a Gift Card where we reasonably believe the transaction is fraudulent, suspicious or otherwise high-risk.
• By purchasing or using a Pinnacle Sports Gift Card, you agree to these terms and conditions.
• If any provision of these terms and conditions is found to be invalid or unenforceable, that provision will be severed and the remaining provisions will continue to apply.
• These terms and conditions are subject to your rights under the Australian Consumer Law, and nothing in these terms limits or excludes those rights.

Pinnacle Sports reserves the right to update these Gift Card terms and conditions from time to time. Any changes will not affect Gift Cards already purchased except where permitted by law.

International Orders

We do not ship orders internationally

Adventure Gift Cards Terms and Conditions

Our Activity and Course Gift Cards can be used for any of our courses, programs, workshops or adventures and are valid for 3 years from the date of issue.

All gift cards are issued electronically.

Activity and Course Gift Cards are not redeemable for cash.

If you have purchased an Activity and Course Gift Card  and if you have a change of mind, you can request a refund of the Gift Card within 14 days of the purchase date. The refund excludes any delivery or transaction fees paid at the time of purchase.

Conditions of a Change-of-Mind Refund:

1. Change-of-mind refunds are only permitted for valid adventure vouchers that have not been used, i.e. where an experience date has not yet been booked with Pinnacle Sports.  Once you have requested a booking, your voucher cannot be cancelled and is not refundable for a change-of-mind.
2. The refund will be processed back to the purchaser only.

After the elapse of 14 days from the purchase date, no refunds will be granted for ‘Change-of-Mind’.

If you are within 14 days from purchase and would like to enquire about your options for a refund, please contact us by email online@pinnaclesports.com.au

In addition to a Change-of-Mind refund, Pinnacle Sports will always honour your rights under Australian Consumer Law. You should contact Pinnacle Sports. Upon receiving your query, we will endeavour to resolve the issue. Please note that refunds can only be processed back to the original purchaser.

For full terms and conditions for courses and programs  please refer to our Course Cancellation Policy.

For full terms and conditions for adventure activities  please refer to our Activity Terms & Conditions