Returns, exchanges and warranty

Change of mind returns – except kayaks

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 in-store, you can exchange this for another item (subject to stock availability) or receive a Credit Voucher or a refund (via the original payment method) to the value of the purchased goods. We reserve the right to charge a restocking fee of 10% of the purchase price. Note: A credit card must be present to receive a refund (if you made the purchase with a credit card).

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.

Sizing problems: please remember that size guides etc are guides, not guarantees. Sometimes you think you are a medium at it doesn’t fit. If the chart says your measurements might are medium it means that it should be but there are many reasons it might not be. For footwear, gloves and this can be the case because lots of people are not a ‘standard’ shape in this area. You can return an ill fitting item for exchange or refund (there are some exceptions on this eg garments with gaskets). Sprayskirts can be problematic, so if in doubt give us a call

Exceptions:

We don’t allow change of mind refunds on:

Special orders, International orders and non stock items

Underwear

Drysuits and garments with latex / waterproof seals –  we treat these as an exception however we may accept an exchange subject to us testing the returned garment. 

Kayaks – 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.

Commercial or bulk orders

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

Electronic and electrical  –  items such as Flares, PLBs and Batteries

Clearance items and 2nd hand items, including demo kayaks

Gift Cards / Vouchers

 

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

Paddlesports Megastore 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 unless we agree to pay before the item is sent.

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.

2nd hand gear, demo kayaks and factory 2nds – we dont offer any warranty on these items. if you are buying something classed as a 2nd and expect warranty please ask us before purchasing.

Demo kayaks and paddlecraft  – these are treated the same as 2nd hand. Each demo kayak is in a different condition and usually sold as near new  /  little used.

Warranty Periods:

Kayaks, Standup Paddle Boards and other paddlecraft:

Rotomoulded Kayaks – come with a 5 year hull warranty. Components and parts come with 1 year warranty period.

Other Kayaks – most come with a 2 year hull warranty. thermoform is 1 year.

Fibreglass or thermoform or carbon hull – if your hull is broken or cracked is usually is not due to a manufacturing fault. Warranties cover you for manufacturing faults.

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

NB- the above does not include packrafts.

NB- if you store your paddlecraft regularly or 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.

2nd hand products –  there is no warranty on 2nd hand. And no returns. 2nd hand items are sold on a ‘AS IS’ basis. The same applies to demo paddlecraft.

Please note that some of the brands we sell come with specific warranty conditions and periods. Sometimes we will need to send your item to the manufacturer for further inspection and a determination. This can take up to 30 days

 

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.