Shipping, Returns & Refunds Policy

At FSKILLS, we want every footballer to enjoy their training experience from the moment their order arrives. We take pride in providing quality football training products and digital development programs, backed by friendly, reliable customer support.

Please review our Shipping, Returns & Refunds Policy before placing your order.

1. SHIPPING INFORMATION

Orders for in-stock physical products are normally processed within 72 hours following payment confirmation.

Orders are processed Monday to Friday, excluding New Zealand public holidays.

Orders placed during weekends or public holidays will generally be processed on the next business day.

During promotional periods, product launches or periods of high demand, processing may take longer. If a significant delay affects your order, we will endeavour to keep you informed.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information where available.

If you need to change or cancel an order, please contact us as soon as possible at hello@fskills.co.nz. We will do our best to accommodate your request before dispatch, although changes cannot always be guaranteed.

2. PRE-ORDERS AND BACKORDERS

Certain FSKILLS products may be offered for pre-order or backorder when new stock is expected. Estimated dispatch dates will be displayed on the relevant product page or communicated at the time of purchase. These dates are estimates unless expressly confirmed as guaranteed delivery or dispatch dates.

Occasionally, manufacturing, international freight, customs processing or other circumstances may affect stock availability.

If a significant delay occurs, we will notify affected customers and provide updated information and any applicable options.

Where an order contains both in-stock and pre-ordered products, we will normally dispatch the complete order together when all products become available, unless otherwise agreed.

Any cancellation or refund requests arising from delayed orders will be handled in accordance with applicable New Zealand consumer law.

3. DELIVERY TIMES AND SHIPPING COSTS

New Zealand Shipping

FSKILLS offers FREE standard shipping throughout New Zealand on eligible orders, including residential addresses.

Estimated delivery times after dispatch:

Standard NZ Delivery: 2–5 business days
Rural and remote locations: Additional delivery time may apply

Delivery estimates are provided as a guide and may vary due to courier networks, weather conditions, public holidays or other circumstances beyond our immediate control. Delivery estimates begin from the date of dispatch, not the date of purchase.

Where a specific delivery timeframe has been agreed, we will honour our obligations under applicable consumer law.

International Shipping

International delivery is subject to availability, destination and shipping arrangements confirmed at checkout. Any applicable shipping charges, estimated delivery times and additional conditions will be communicated before purchase.

Customers may be responsible for destination-country import duties, customs fees and taxes where applicable, unless otherwise stated.

Nothing in this section limits any consumer rights that apply to the purchase.

4. INCORRECT ADDRESSES AND DELIVERY ISSUES

Customers are responsible for providing accurate and complete delivery details when placing an order.

Please carefully check your delivery address, including any rural delivery information, before completing your purchase.

If an incorrect or incomplete address results in a parcel being returned to FSKILLS, additional shipping charges may apply for redelivery where the error was made by the customer.

If your order has not arrived within the expected timeframe, please contact us at hello@fskills.co.nz.

We will work with our delivery partners to investigate delayed, missing or damaged parcels and provide an appropriate resolution in accordance with applicable consumer law.

Orders marked as delivered

If your tracking information indicates that your order has been delivered but you cannot locate it, please check with household members, reception areas and any authorised delivery locations.

If the parcel remains missing, contact us so we can investigate with the courier. A courier delivery confirmation does not automatically remove any rights you may have under New Zealand consumer law.

5. 30-DAY RETURNS POLICY

We want you to be happy with your FSKILLS purchase. If you change your mind or are not completely satisfied with an eligible physical product, you may request a return within 30 days of receiving your order, subject to the conditions below.

To qualify for a change-of-mind return:

The product must be unused, undamaged and in its original saleable condition.
All accessories, components and included packaging should be returned where reasonably possible.
Proof of purchase must be provided.
The return must be requested within 30 days of delivery.
Return authorisation must be obtained from FSKILLS before sending the product back.

To request a return, please email hello@fskills.co.nz with your order number and reason for return.

Return shipping costs

For change-of-mind returns, customers are responsible for return shipping costs.

Original shipping charges, if any, are generally non-refundable for change-of-mind returns.

We recommend using a tracked courier service, as customers remain responsible for change-of-mind return parcels until they reach FSKILLS.

Ball Mastery Mat returns

When returning a Ball Mastery Mat, please roll it carefully rather than folding it to avoid permanent creases or damage.

Important: The 30-day change-of-mind return conditions do not limit your statutory rights in relation to faulty, damaged or misdescribed products.

6. REFUNDS AND EXCHANGES

Once your returned product has been received, we will inspect it to confirm eligibility under our change-of-mind returns policy.

If approved, refunds will be issued to the original payment method.

Please allow up to 10 business days after refund approval for processing, although your payment provider may require additional time to make the funds available.

Where an exchange is requested, we will endeavour to provide a suitable replacement subject to product availability.

If a returned product does not meet the conditions of our voluntary change-of-mind returns policy, we will contact you to discuss available options.

For faulty products and other cases covered by the Consumer Guarantees Act, refunds, repairs and replacements will be handled in accordance with your statutory rights.

7. NON-RETURNABLE PRODUCTS AND EXCLUSIONS

The following products are generally excluded from our voluntary 30-day change-of-mind returns policy:

Grip Socks and Shinpad Sleeves

For hygiene reasons, worn, used or washed grip socks and shinpad sleeves cannot be returned for a change-of-mind refund.

Unused items in their original saleable condition may be considered for return where approved by FSKILLS.

Digital Products and Training Programs

The following digital purchases are not eligible for a change-of-mind refund once access has been provided or the digital content has been activated:

FSKILLS Skill Development App access
Digital training programs and app activation codes
FSKILLS Pro Program add-ons
Other digitally delivered training content or services

If you experience a technical problem accessing your purchased digital product, please contact us so we can investigate and assist.

Promotional or Clearance Products

Unless otherwise stated, eligible physical products purchased during promotions or sales remain subject to the same 30-day change-of-mind returns policy.

Consumer rights

These exclusions apply only to voluntary change-of-mind returns and do not exclude or restrict any rights or remedies available under applicable consumer law, including for faulty digital products.

8. BUNDLES AND KITS

FSKILLS offers products individually and in bundles, including Ball Mastery Mat + App packages and diverse Kits.

For change-of-mind returns, bundled physical products must generally be returned together, including all supplied accessories, to qualify for a refund of the eligible physical components.

Where a bundle includes both physical products and digital app access, any refund will take account of whether the digital content has already been activated.

Activated digital content is not normally eligible for a voluntary change-of-mind refund. The refundable amount for an eligible change-of-mind return will be determined by FSKILLS based on the original purchase, bundle inclusions, promotional pricing and applicable return conditions.

Nothing in this section restricts the consumer's statutory rights, including any remedies that may apply to a bundle containing a faulty product or digital component.

9. FAULTY, DAMAGED OR INCORRECT PRODUCTS

We take product quality seriously.

If your order arrives damaged, contains an incorrect item or develops a fault, please contact us at hello@fskills.co.nz.

Where possible, include:

Your order number
A brief description of the issue
Photographs or videos showing the problem, where relevant

We will assess the issue and arrange an appropriate resolution in accordance with New Zealand consumer law.

Depending on the circumstances, this may involve a repair, replacement or refund.

Where a product fails to meet a consumer guarantee, reasonable return delivery costs will be covered or reimbursed as required by law.

You do not need to retain original packaging to exercise your statutory rights in relation to a faulty product.

10. CONSUMER GUARANTEES ACT — NEW ZEALAND

FSKILLS operates in New Zealand and respects its obligations under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Our products and services come with guarantees that cannot be excluded under New Zealand consumer law.

These include guarantees relating to acceptable quality, fitness for purpose, accurate product descriptions and applicable delivery obligations.

If a product does not meet these guarantees, you may be entitled to a repair, replacement or refund depending on the nature of the issue.

Our voluntary 30-day returns policy is provided in addition to your statutory consumer rights.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.

11. CONTACT US

For questions about shipping, orders, product returns, refunds or digital app access, please contact:

FSKILLS Sports Innovation Ltd

Lower Hutt, Wellington, New Zealand

Email: hello@fskills.co.nz

Website: www.fskills.co.nz

Our team will endeavour to respond as promptly as possible and help resolve your enquiry.