Returns, exchanges and warranty

RETURNS

Change of mind returns – except paddlecraft

For most items, if you change your mind about your purchase you can return the item or exchange it (subject to stock availability).

Goods must be returned in unused condition, in original packaging (with tags attached) along with proof of purchase and within 20 days of the purchase date.

If you change your mind on an item purchased online, you can receive a full refund of the product price (any delivery charges will not be refunded unless goods are faulty) or we are happy to offer an exchange (subject to stock availability). Any additional freight charges for exchanges are at the customers expense. We will provide a refund on online orders in the same form as your original payment. 

Please allow 7 business days for us to receive and process your return. We will notify you by email when we have exchanged your return items or processed your refund. It may take an additional 3 business days for the refund to be credited against your original payment method.

Exceptions:

We don’t allow change of mind refunds on:

 – Special orders and non stock items

 – Kayaks / paddlecraft – we consider sales of kayaks / paddlecraft to be final. However we will make arrangements (prior to the sale) to offer change of mind refunds in certain circumstances. if you are uncertain please contact us. And we offer exchanges on some kayaks – usually rotomoulded plastic kayaks

 – Commercial or bulk orders

 – Safety items –  we don’t exchange / refund items such as PFD’s, Karrabiners, Helmets, and throw lines

 – Clearance items. We sometimes have end of line and surplus stock clearance. there is no exchange or change of mind refunds on these items

 

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and you’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure. We will accept product returns and provide you with a replacement, refund or repair where:

• The product is faulty or is not of acceptable quality; or
• The product is not fit for its intended purpose; or
• The product does not match its sample or description.

We recommend you retain your receipt, as we may require proof that you purchased the product from us.

 

No receipt?

We encourage customers to register when they make a purchase. This means we have a record of your purchases which makes the refund process very easy. And it means we don’t need to see your receipt.

If you return goods without a receipt or proof of purchase we may be able to accept the return, if we can establish that the goods were purchased from us. However, we will record your proof of identification when processing change of mind returns without a receipt. And usually in these circumstances we will only give an credit voucher

 

WARRANTIES

Surge Kayaks stands behind the products we sell. If you have a problem with a product that you have purchased from us please tell us so that we can remedy it. For us to do this you may need to return the item to us for evaluation. But before you do please contact us with information and photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs.

Items may be returned in store or by post. Return post is at the purchaser’s expense.
NB: Please enclose contact details with the return parcel. Telephone AND email.

What is covered by a warranty? Faulty materials and workmanship.

What is not covered? Failures due to normal wear & tear, negligence and acts of nature.

If a warranty claim is valid we arrange repair or replacement.

 

Kayaks, Standup Paddle Boards and other paddlecraft:

Kayaks –  rotomoulded plastic kayaks come with a 5 year hull warranty. Thermoform (ABS) comes with a 1 year hull warranty. Components and parts come with 1 year warranty period.

Standup paddleboards and Inflatable kayaks – come with 1 year shell warranty

NB- the above does not include packrafts.

NB- if you store your paddlecraft permanently in the sun these warranty periods are reduced half

 

Accessories:

Accessories are covered by a 12 month warranty

 

NB- the above warranties do not apply to commercial purchases or rental fleets

Warranty is valid for the original purchaser only

Because of the nature of Paddlesports we cannot warranty the performance of any paddlecraft or shape for individual riders and varying levels of skills and abilities.

 

 

Please note: items must be cleaned before being returned. Any items returned in an unreasonable state may be refused due to health and safety reasons.