Shipping policy

Shipping, Delivery, Returns & Cancellations Policy

Fila Group Australia Pty Ltd Document Reference: SP01-07042026

 

1. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on the Customer by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement. Where this policy refers to time limits, charges, or conditions for claims and returns, those provisions apply only to the extent that they do not conflict with the Customer's rights under the Australian Consumer Law.

 

2. Delivery & Risk

2.1 Fila Group Australia Pty Ltd ("Fila") will use all reasonable endeavours to deliver Goods by the date specified in the Purchase Order. Where Fila anticipates that delivery will be delayed beyond the specified date, Fila will notify the Customer as soon as reasonably practicable and provide an updated estimated delivery date.

 

2.2 While Fila does not guarantee delivery on any particular date, Fila accepts responsibility for direct losses arising from late delivery where the delay is caused by Fila's negligence or unreasonable conduct. Fila's liability for such direct losses is limited to the invoice value of the affected Goods. Fila is not liable for indirect or consequential losses arising from late or early delivery.

 

2.3 Delivery of the Goods shall be deemed to have occurred when the Goods are unloaded from the delivery vehicle or placed with the Customer's or the Customer's agent's nominated carrier.

 

2.4 If no date for delivery has been specified in the Purchase Order, the Goods shall be supplied to the Customer as soon as reasonably practicable after the Purchase Order has been accepted by Fila and the Goods are available for dispatch.

 

2.5 Risk in the Goods passes to the Customer at the time of delivery as defined in Clause 2.3.

 

 

3. Shipping Charges

The following shipping charges apply to orders placed with Fila.

 

Order Value (excl. GST)	Shipping	Notes
Over $500	Free delivery into store	Standard delivery areas only
Under $500	Freight charged at applicable rates	Rates advised at time of order
Indent orders	Freight charged	Applies to all customers
Bulky Goods	Freight charged	Applies to all customers

Fila reserves the right to amend shipping charges upon 14 days' written notice to the Customer.

 

 

4. Availability & Back Orders

4.1 All Goods listed are subject to stock availability at the time the order is placed. Fila will use reasonable endeavours to maintain accurate stock availability information, but does not guarantee that all listed items will be in stock at the time of ordering.

 

4.2 In the event that Fila is unable to supply any items from a Purchase Order, those items will automatically be placed on back order and supplied when available. Fila will notify the Customer of any back-ordered items and provide an estimated availability date where possible.

 

4.3 If the Customer does not wish for out-of-stock items to be placed on back order, the Customer must notify Fila in writing at the time of placing the original order. In such cases, the unavailable items will be removed from the Purchase Order and no charge will apply to those items.

 

 

5. Order Cancellations

5.1 Any request by the Customer for cancellation of a Purchase Order must be made in writing and may be delivered by post or email.

 

5.2 Where a Purchase Order is cancelled by the Customer before the Goods have been dispatched, Fila will use reasonable endeavours to accommodate the cancellation at no cost to the Customer.

 

5.3 Where a Purchase Order is cancelled by the Customer after the Goods have been dispatched or after Fila has incurred costs in fulfilling the order, the Customer is liable to reimburse Fila for the reasonable costs actually incurred by Fila for labour, materials, and freight in fulfilling the Purchase Order up to the date the cancellation request is received. For the avoidance of doubt, this does not include any claim for loss of profit.

 

5.4 Where Fila cancels an accepted Purchase Order (other than due to a Force Majeure Event under Clause 6), Fila will refund any amounts already paid by the Customer in respect of the cancelled Goods within 14 business days.

 

 

6. Force Majeure

6.1 Neither party shall be liable to the other for any failure or delay in performing its obligations under this policy where such failure or delay arises from a Force Majeure Event.

 

6.2 A "Force Majeure Event" means any event beyond the reasonable control of the affected party, including but not limited to: civil disturbance or war, terrorism, strike, lockout, industrial action, natural disaster, act of God, fire, flood, epidemic, pandemic, government restriction, severe weather events, or significant supply chain disruption.

 

6.3 The affected party must notify the other party as soon as reasonably practicable of the Force Majeure Event and its expected duration, and must use reasonable endeavours to mitigate the effect of the Force Majeure Event on its performance.

 

6.4 If a Force Majeure Event continues for more than 60 days, either party may cancel any affected Purchase Orders by giving written notice to the other party. In such circumstances, Fila will refund any amounts already paid by the Customer for Goods that have not been delivered.

 

 

7. Claims

7.1 Any claim the Customer has against Fila in relation to Goods supplied (including claims for damaged, defective, or incorrect Goods) must be made in writing within 30 days from the date of the invoice. In the case of a non-delivery claim, the claim must be made in writing within 30 days from the date upon which the Customer is notified the Goods have been dispatched.

 

7.2 All claims must include the following information: the original invoice number, the date of invoice, a description of the Goods affected, and a detailed explanation of the reasons for the claim. Where possible, the Customer should provide photographic evidence of any damage or defect.

 

7.3 This clause does not limit any rights the Customer may have under the Australian Consumer Law. Where Goods fail to meet a consumer guarantee (for example, they are not of acceptable quality, do not match their description, or are not fit for a disclosed purpose), the Customer's rights under the Australian Consumer Law apply regardless of any time limit set out in this policy.

 

7.4 Fila will acknowledge receipt of a claim within 5 business days and will use reasonable endeavours to resolve the claim within 15 business days of receipt.

 

 

8. Returns

8.1 Faulty or Defective Goods: Where Goods are faulty, defective, or do not match their description, the Customer is entitled to a remedy in accordance with the Australian Consumer Law. Depending on whether the failure is major or minor, the Customer may be entitled to a replacement, refund, or repair at no cost. Fila will bear the cost of return freight for Goods returned due to a fault or defect that is Fila's responsibility.

 

8.2 Change of Mind / Incorrect Orders by Customer: Fila is not required by law to accept returns for change of mind. However, Fila may, at its discretion, accept returns of Goods that are in their original, unopened, and resaleable condition, subject to the following conditions:

 

 

 

 

8.3 Restocking Charge: Where Goods are returned by the Customer without Fila's prior written consent and the return is not related to a fault or defect in the Goods, a restocking charge of 15% of the invoice value of the returned Goods will apply. This charge represents a genuine pre-estimate of Fila's costs of receiving, inspecting, re-cataloguing, and restocking the returned Goods.

 

8.4 Exchange Handling Charge: Goods returned for exchange due to Customer order errors will incur a handling charge of 10% of the invoice value of the exchanged Goods. This charge represents a genuine pre-estimate of Fila's costs of processing the exchange, including inspection, repackaging, and dispatch of replacement Goods.

 

8.5 Fila will inspect all returned Goods upon receipt. Where Fila is satisfied that any fault in the Goods is Fila's responsibility, Fila will issue the Customer with a credit note or replacement Goods, at the Customer's election.

 

8.6 If Fila declines to issue a credit note or replacement, the Customer will be notified in writing with reasons. The Goods will be made available for collection by the Customer within 14 days of notification.

 

 

9. Refund Process

9.1 Where a refund is due to the Customer (whether under the Australian Consumer Law or otherwise under this policy), Fila will process the refund using the Customer's original payment method within 14 business days of the refund being approved.

 

9.2 Where a credit note is issued instead of a refund, the credit note may be applied against future purchases from Fila and will remain valid for 12 months from the date of issue.

 

 

10. Damaged Goods in Transit

10.1 If Goods are visibly damaged upon delivery, the Customer should note the damage on the carrier's delivery documentation at the time of delivery and notify Fila in writing within 48 hours of receipt.

 

10.2 If damage is not visible at the time of delivery but is discovered upon unpacking, the Customer should notify Fila in writing within 7 days of delivery, providing photographs of the damage and the packaging.

 

10.3 Fila will work with the Customer and the freight carrier to resolve claims for Goods damaged in transit as promptly as possible.

 

 

11. Contact Us

For any questions about shipping, delivery, returns, or claims, please contact us:

 

	Details
Address	Fila Group Australia, 6/30 Foundry Rd, Seven Hills NSW 2147, Australia
Email	sales@filagroup.com.au
Phone	(02) 8825 5300
Business Hours	Monday to Friday, 8.30 AM — 4.30 PM AEST