Refund Policy

🟦 Refund Policy

At Kayak and SUP Sunshine Coast, we aim to provide a fair and transparent refund process for all our customers. This Refund Policy explains how refunds are assessed, approved, and processed for all product categories.

This policy applies in addition to your rights under the Australian Consumer Law.

 

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🟩 When You Are Eligible for a Refund

You may be eligible for a refund in the following situations:

• The product is faulty, defective, or damaged on arrival
• The product is incorrect or not as described
• Your return has been accepted under the applicable return policy
• The order was cancelled before dispatch

If your situation falls outside these categories, you may still qualify depending on the condition of the item and reason for return.

 

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🟧 Refunds for Change-of-Mind Returns

Change-of-mind refunds follow the product’s specific return window:

• Inflatable kayaks: 90 days (unused, unmodified, original packaging)
• Hard-shell kayaks: 30 days (unused, unmodified, original packaging)
• Accessories: 30 days (unused, original packaging)

Return shipping for change-of-mind is the customer’s responsibility.

Once the product is received and approved, a refund will be issued to your original payment method. Shipping costs paid at checkout are non-refundable.

 

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🟩 Refunds for Damaged or Faulty Items

If your product arrives damaged, faulty, or not as ordered, we will ensure you receive a remedy in line with Australian Consumer Law.

Depending on the situation, the remedy may be:

• A full refund
• A replacement product
• A repair (if applicable)
• A partial refund

Kayak and SUP covers all return shipping costs for faulty, damaged, or incorrect items.

 

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🟦 Refund Processing Time

Once your item is returned and inspected, we will notify you of the outcome via email.

• Refund approval: issued within 1–3 business days after inspection
• Bank/credit card processing: usually 3–10 business days
• PayPal refunds: typically immediate, but may take 1–3 business days

Please note that refunds can only be returned to the original payment method used at checkout.

 

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🟥 Situations Where Refunds Cannot Be Issued

Refunds cannot be provided in the following cases:

• Used kayaks (inflatable or hard-shell) returned due to change-of-mind
• Items damaged due to misuse, improper storage, or neglect
• Products modified, installed, or customised
• Clearance, end-of-line or “final sale” products
• Items purchased for temporary or short-term use (events, shows, exhibitions)

 

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🟧 Order Cancellations

Before dispatch: Eligible for a full refund.

After dispatch: the order becomes a standard return and return freight will apply.

 

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🟦 How to Request a Refund

To request a refund, contact us at [email protected] with:

• Your name and order number
• The item(s) you wish to return or refund
• The reason for the request
• Photos (required for kayaks, bulky items, or damaged items)

Our team will review your request and respond with the next steps.

 

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🟥 Your Rights Under Australian Consumer Law

Nothing in this Refund Policy limits your rights under Australian Consumer Law. Customers are entitled to a repair, replacement, or refund if a product is faulty, unsafe, not fit for purpose, or does not match its description.

 

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