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Damaged Items or Claim on Non-Delivery Policy

Damaged Items or Claim on Non-Delivery Policy

All our shipments include insurance for items that are possibly damaged or lost in transit.

Additionally all orders are Authority to Leave (ATL) unless Specified to Bay Sports prior to shipment of your order. An Authority to Leave (ATL) is given in the event of the receiver not being home to sign for the consignment. This allows the transport carrier to leave your package without obtaining a signature. If the tracking or Proof of Delivery (POD) shows your item has been delivered, your package is no longer covered for Loss by the Transit Insurance.

If a claim for non delivery is made, we will investigate this with the carrier and work out a resolution. If a signed Proof of Delivery (POD) has been made, this means the receiver confirms that the delivery has been completed successfully, without any problems and stands as proof that the shipment was delivered in good working condition. 

When you receive your item you are responsible to inspect it on delivery and before first use. It is the receiver's responsibility to check the condition of the package prior to signing the POD. Do not sign the POD if there are visible signs of damage or you think there is a possibility of damage to the item. Alternatively, mark down on the POD that the item has been received damaged, take photos and the drivers/couriers contact details, and contact Bay Sports as soon as possible. 

In the case of a Pick Up from one of Bay Sports warehouses, the same applies. When you receive your item from our warehouse staff, you are responsible to inspect that item prior to leaving the premises. Do not accept the item if there are visible signs of damage or you think there is a possibility of damage to the item. Bay Sports will not accept a claim for a damaged item after its left our premises.

To report a fault or damage to Bay sports please submit a claim via the Bay Sports Customer Support Portal.

Where a fault or damage is clearly visible, or the product that you have received is not as described or ordered, you are required to report it to Bay Sports immediately. Do not use this product. If you report a fault that is clearly visible after using the goods we will assume the fault was caused by usage, and the warranty or claim will be void, and may also void the refund claim. Please refer to our Bay Sports Repair, Replacement, Returns & Refund Policy.

Orders delivered to a third party, such as another courier service/company, or receiver, that has been organised by the customer, the same POD and ATL applies. The liability of the shipment will transfer from Bay Sports, to the customer on POD or ATL at the third party. The third party will be responsible for checking if the shipment was completed successfully, and delivered in good working condition. 

All claims for damaged items or claims for lost or missing goods must be reported to Bay Sports within 5 business days after the delivery day. Absolutely no consideration whatsoever will be given to damaged items where damage is notified and or discovered 5 business days after delivery. Incidents must be submitted via our Bay Sports Customer Support Portal to meet the above time frames.

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