Refund policy
Refund & Returns Policy
At Coast Cali, we want every customer to be happy with their purchase. This policy explains how we handle faults, warranty claims, change-of-mind returns, refunds, replacements and repairs.
Your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major. These guarantees apply automatically and are not limited by the change-of-mind window below, any time period in this policy, or our warranty.
Faulty, damaged or defective products. If a product is faulty, damaged on arrival, or doesn't match its description, contact us at hello@coastcali.com.au as soon as you notice the problem. It helps to include your order number and a photo or short video of the issue.
- Major failure (e.g. unsafe, or significantly different from its description): you choose between a refund or a replacement, and we cover the reasonable cost of returning or collecting the product.
- Minor failure: you cover the reasonable cost of returning the product; if a fault is confirmed, we reimburse those reasonable costs.
You don't need the original packaging to make a fault or Consumer Law claim, though we appreciate it where practical.
12-month warranty. In addition to your Consumer Law rights, all Coast Cali products come with a 12-month warranty against manufacturing defects and material faults under normal use, from the date of purchase. This entitles you to a repair, replacement or refund at our election. To claim, email hello@coastcali.com.au with your proof of purchase and details of the fault, and we'll send you return instructions and our return address. You are responsible for return shipping on warranty claims; where a valid defect is confirmed, we reimburse your reasonable return costs.
What's not covered. Damage from misuse, abnormal use, neglect, improper storage or modification; normal wear and tear and cosmetic marks that don't affect function; and consumable items such as chalk and other perishable training accessories (except where faulty on arrival). Because we can't control the surface parallettes are used on, ongoing grip and normal wear of the anti-slip pads aren't covered — though your rights still apply if the pads are faulty on arrival.
30-day change-of-mind returns. Changed your mind? You can return eligible items within 30 days of delivery for a refund or exchange, provided they are unused, in original condition, and returned with all tags and packaging intact. To start a return, email hello@coastcali.com.au with your order number and we'll send you return instructions. Return shipping for change-of-mind returns is at your cost, and we'll process your refund once we've received and inspected the item. Some items are excluded for hygiene or safety reasons — including consumables such as chalk and other perishable training accessories — except where they arrive faulty.
How refunds are processed. Approved refunds are issued to your original payment method, normally within 5–10 business days of us receiving the returned product or confirming the fault.
Contact us. Questions about a product, warranty or return? Email hello@coastcali.com.au — we're always here to help.