Shipping & Returns Policy

Effective Date: 25/10/2024

Conditions of Return

Items may be returned for exchange or credit if the following conditions are met:

• The item is returned within 30 days of receipt.
• Proof of purchase (original receipt) is provided.
• The item is unused, with original tags and packaging intact.

Returns by Post

If you purchased a product online, items can be returned via post by arrangement. Contact TCK via email prior to sending any returns. Once received, we aim to process returns within 2–3 business days. Refunds may take 7–10 business days to appear in your account after receipt.

Return postage is at the customer's expense unless the item is faulty, incorrect, or under warranty. Please contact TCK prior to returning any such items to ensure eligibility.

TCK is not liable for returns lost or damaged in transit. It is recommended to retain a tracking number when posting your return.

Faulty Items

If an item is faulty, incorrectly described, or differs from the sample shown, we will meet our legal obligations under Australian Consumer Law, which may include a refund, replacement, or credit. The item must be returned within a reasonable period and in original condition.

Warranty

All TCK products carry a 12-month warranty from the date of purchase for manufacturing defects. Where a defect is confirmed, TCK will provide a replacement (or an equivalent product if unavailable), or a full refund. Before returning bulky items, please send photos to info@thecoachkart.com for assessment.

Warranty Exclusions

The following types of damage are not covered under warranty for Tourno Bags and similar products:

• Damage from improper unpacking (e.g. cutting packaging with knives).
• Misuse, abuse, neglect, or impact-related damage.
• Moisture-related damage, or sand/soil left in bags.
• Overextension or forced use of zips.
• Punctures or cuts from sharp or heavy objects.
• Abrasion or cosmetic wear and tear (e.g. from tree sap or sun exposure).
• Damage from extreme weather events (e.g. fire or flood).
• Strap damage caused by excessive force or improper use.

Customisation Terms & Conditions

By placing an order for customised products with TCK, you agree to the following terms, in addition to our general Terms of Service:

Custom Orders

• All customised items are produced exactly as entered by the customer during checkout. Please verify all details (e.g. names, numbers) before submitting.
• TCK is not liable for errors caused by incorrect customer input. Replacement costs are the customer’s responsibility.
• Typical turnaround time is 14 working days, subject to change depending on order volume.
• Customised items must be cared for according to instructions provided. TCK is not responsible for damage caused by improper care or washing.

No Refunds or Exchanges on Custom Items

• Customised items are non-refundable and cannot be exchanged, except where required under Australian Consumer Law.
• Orders cannot be cancelled once submitted. Exceptions may be granted at TCK’s discretion.

Personalisation Rules

We do not accept customisation content that:

• Violates copyright or trademarks.
• Contains offensive, defamatory, abusive, or discriminatory content.
• Impersonates others or misuses personal data.
• Promotes illegal activity, violence, or hate speech.
• Falsely implies endorsement by TCK.

Right to Refuse Customisation

TCK reserves the right to refuse any customisation request for reasons including, but not limited to:

• Inappropriate or offensive content.
• High order volume or production capacity limits.
• Use of non-TCK supplied items or fonts.

Need Assistance?

Contact us at info@thecoachkart.com.