Returns & Exchanges
Our return process can be started using the ‘Return Items’ link on the original order in the My Account section.
If this option is not available, please contact us to start the return process using the Contact Us form on this website.
The Sydney Roosters Shop has a genuine commitment to the members & fans - whether you're at a game, in one of our stores or online, shopping at the Sydney Roosters Shop will be an amazing customer experience.
We are committed to industry excellence with customer satisfaction an integral part of this commitment. We understand that repairs, exchanges, and refunds may be required in any retail environment.
We accept returns for any of the following reasons:
- Product differs from the description
- Item does not fit
- Received incorrect item
- Ordered incorrect item
- Item arrived damaged
- Item is of poor quality or is faulty
- Change of mind
If your reason for return is not noted, please contact us for assistance.
Note that you may be required to provide clear photographs of the relevant item, so that we can try to complete an assessment prior to returning.
When we have authorised your return, you will be issued an RA Number and provided with instructions on how to post the item back to us.
You may be required to pay a postage charge to cover the return. This will not apply in the case of a faulty, damaged, or incorrect item.
If you want to exchange an item, the original order will need to be refunded either to the payment method used for the original purchase, or as a store credit to the original purchaser’s account. Following this, a new order will need to be placed for the replacement item.
If you change your mind about a purchase, we can exchange the item (except for perishable goods) providing the following are met:
- Goods are in unworn/unused original condition with swing tags still attached
- Good/s are returned within 30 days of purchase
- Good/s are purchased at full price (no sale items).
If you have received an unwanted gift, you will need the purchaser to complete a return on your behalf.
Products that are reported as faulty will be assessed by Sydney Roosters Shop before a remedy is actioned.
Sydney Roosters Shop management reserve the right to refuse a return and refund in accordance with this policy.
Sydney Roosters Shop cannot be held accountable for returned goods that are lost in transit.
The Australian Retailers' Association endorses this refund policy.
Sale Items
Sale items are not exchangeable or refundable. All sales are final unless goods received are faulty or have a major defect, in which case you can choose between a refund or exchange, provided that original Order ID is supplied.
Memorabilia
All memorabilia purchases are final once payment has been made unless goods received are faulty or have a major defect. Therefore, refunds are not accepted, and exchanges can only be made for similar memorabilia items of equal or higher value.
International Customers
For international customers, you should contact us directly to discuss the options available.
Shipping Guide
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
International Customers (outside Australia)
Please be aware that the customs departments within some countries may charge local taxes and duties on imported parcels. These charges are beyond our control as they are regulated by the government of that country.
Note that international customers pay reduced prices on products as the Australian Goods and Services Tax (10%) is deducted from your total order amount, which may offset any import costs.
Service Times
Once an order has been allocated at our warehouse, allow 2 business days* for the order to be packed and shipped. Orders are allocated at 9am each business day. Orders placed after 9am will go over next business day.
*Please note exclusions apply i.e Pre-Orders, custom products ect.
All service times quoted are estimates and are subject to operational delays at our warehouse and with the carrier selected. We make efforts to ensure orders are fulfilled in a timely manner however during periods of unexpected order volumes, we may advise fulfilment delays are expected.
Shipment times are variable depending on the carrier selected for the order and the destination. See our carriers for service time updates:
Australia Post (Standard, Express & International Registered)
https://auspost.com.au/service-updates
UPS
https://www.ups.com/au/en/help-center/shipping-support/rates-and-times.page
NOTE: Carriers may vary from region to region and product to product and may be adjusted at our discretion based on service availability, suitability and/or cost. Replacement service selected will be an equivalent service type where possible.