Returns & Refunds Policy

🟦 Return Windows by Product Type

At Kayak and SUP, we want you to shop with confidence. This Returns & Refund Policy clearly explains the return timeframes, conditions, and processes for each product category.

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

 

---

 

🟩 Inflatable Kayaks – 90 Day Return Guarantee

All Advanced Elements and Jaspara inflatable kayaks are covered by our Kayak 90 Day Return Guarantee Australia.

Return window: 90 days from delivery
Eligible reason: Change-of-mind / not suitable
Condition: Unused, unmodified, in original packaging
Return shipping: Customer pays freight for change-of-mind returns

Only inflatable kayaks clearly marked as eligible on the product page fall under the 90-Day Guarantee.

 

🔗 See full 90 Day Guarantee details →

 

---

 

🟧 Hard-Shell Kayaks – 30 Day Returns

Hard-shell kayaks (e.g., Viking Kayaks, CS Kayaks, and other composite/plastic models) are covered by a 30-day change-of-mind return policy.

Return window: 30 days from delivery
Condition: Unused, unmodified, clean, and returned in original packaging suitable for resale
Return shipping: Customer pays return freight
Restocking fee: None

Once a hard-shell kayak has been used, it is no longer eligible for a change-of-mind return unless found faulty under Australian Consumer Law.

 

---

 

🟪 Accessories – 30 Day Returns

All accessories are eligible for 30-day change-of-mind returns, provided they are unused and in original packaging.

Includes: paddles, PFDs, seats, trolleys, mounting systems, dry bags, pumps, leashes, and all other accessories.

No exclusions apply to accessory returns.
Return shipping: Customer pays freight

 

---

 

🟥 Non-Returnable Items

The following cannot be returned for change-of-mind:

• Used, demo, or certified pre-owned kayaks
• Products sold as clearance or “final sale”
• Items installed, customised, or modified
• Items used for short-term purposes (events, trade shows, temporary promo use)

 

---

 

🟦 How to Request a Return

To start a return, email sales@kayakandsup.com.au with:

• Your name and order number
• The item(s) you want to return
• Reason for return
• Clear photos of the product and packaging (required for kayaks and bulky items)

All returns must be authorised by our team before shipping back to us.

 

---

 

🟩 Damaged or Faulty Items

If an item arrives damaged or faulty, we will resolve the issue in line with Australian Consumer Law.

When your order arrives:

• Inspect the packaging before signing
• Note any visible damage or refuse delivery
• If you accept the package, take photos immediately

To report damage or faults, email photos to sales@kayakandsup.com.au promptly.

If the product is confirmed faulty or damaged in transit, Kayak and SUP will cover return shipping costs or arrange a suitable remedy.

 

---

 

🟦 Refunds

Once your return is received and inspected, we’ll notify you by email and confirm approval.

• Approved refunds are processed to your original payment method
• Processing time depends on your bank/card provider
• Original shipping charges are non-refundable for change-of-mind returns

 

---

 

🟧 Order Cancellations

Before dispatch: Eligible for a full refund.

After dispatch: Treated as a change-of-mind return and return freight applies.

 

---

 

🟥 Your Rights Under Australian Consumer Law

You are entitled to a repair, replacement, or refund if a product is faulty, unsafe, not fit for purpose, or does not match its description. Nothing in this policy limits these rights.

 

---