Policy

Returns & refunds

Last updated: [DATE]

This policy sits underneath the Australian Consumer Law Nothing here reduces or replaces your rights under the Australian Consumer Law (ACL) or any equivalent consumer law in your own country. Those rights apply regardless of what this page says. Where a consumer guarantee applies, we honour it. The rest of this page deals with the things the law leaves to us, such as change-of-mind returns.

1. Your rights if something is wrong

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

In practice this means: if your boat has a manufacturing fault, or it does not do what we said it would do, we will make it right. Contact us before returning anything so we can work out the correct remedy and cover freight where the fault is ours.

2. Change-of-mind returns

Buying a boat online is a big decision, so we offer a change-of-mind return window that goes beyond the law.

Condition	Requirement
Window	[N] days from delivery
Condition of goods	Unused, unmarked and complete. Do not drill, cut, seal, paint or fit accessories.
Water contact	A boat that has been on the water cannot be resold as new. Once it has been launched we treat it as used and a change-of-mind return is no longer available.
Packaging	Original packaging, carry bag, manuals and every supplied part must be included.
Return freight	Your cost. Change-of-mind returns are at your expense.
Restocking fee	[N]% to cover inspection and repacking
Refund method	Original payment method, within [N] business days of inspection

Before sending anything back, email [SUPPORT EMAIL] with your order number and a photo of the unused boat as packed. We will confirm whether the return qualifies and give you the freight instructions.

3. Damaged in transit

This is the single most common issue with a consignment this size, so please read this part carefully.

Inspect before signing. If the packaging is crushed, torn or wet, write it on the delivery docket before you sign. A clean signature makes a freight claim far harder.
Photograph everything. The consignment as delivered, then the packaging, then the damage, before you move anything.
Tell us within [N] days of delivery. Email the photographs and your order number.
Keep the packaging until the claim is resolved. Carriers usually require the original packaging for inspection.

Where transit damage is confirmed, we will replace the affected part or the whole boat at our cost, including freight. You are not expected to accept a repaired boat as a substitute for a replacement unless you agree to that outcome.

4. Faulty goods after use

If a fault appears after you have been using the boat, contact us with:

Your order number and the model.
A written description of the fault and when it appeared.
Photographs or a short video showing the problem clearly.
An approximate count of how many times the boat has been assembled and used.

We will assess the claim and tell you whether we are repairing, replacing or refunding. For minor faults we may repair. Under the ACL you choose between a refund or a replacement for a major failure.

This assessment is also how we learn. If a particular fold point or fitting keeps failing, we want to know about it rather than have you quietly live with it.

5. What we will not cover

The following fall outside both the warranty and this returns policy:

Normal wear from use, including scratches on the hull from beaches, ramps and rock.
Damage from impact with rocks, reef, submerged objects, or from dragging the boat loaded.
Punctures or cuts from hooks, knives, sharp cargo or careless handling.
Damage from exceeding the rated load, motor power or person capacity on the boat data plate.
Damage from neglect, including storing the boat wet, or leaving it in prolonged direct sun when the material has been cut or exposed.
Damage from unauthorised modification, including drilling the hull or fitting hardware to a non-reinforced area.
Loss or theft of the boat or its parts.
Consumables and accessories not supplied by us.

If we inspect a returned item and find the cause falls into one of these categories, we will explain our finding and return the item to you. Return freight in that case is your cost.

6. Order cancellation

You can cancel an order at no cost if it has not yet been dispatched. Once it has left us, the cancellation becomes a change-of-mind return and the conditions in section 2 apply, including return freight. Custom or made-to-order boats cannot be cancelled once production has started.

7. Refund timing and method

Refunds are issued to the original payment method. Where the original method is unavailable, we will agree an alternative with you in writing. We process refunds within [N] business days of approving them, but the time for the money to appear depends on your bank or card issuer. Freight charges are refunded only where the return is due to a fault, a transit problem or an error on our part.

8. How to start a return

Email [SUPPORT EMAIL] using the subject line “Return — order number”.
Include your order number, the model, the reason, and photographs.
Wait for our written reply before shipping anything. Returns sent without authorisation may be refused at the depot.
Pack the boat as it arrived and send it to the address we provide.

9. Contact

[LEGAL ENTITY NAME]
[REGISTERED ADDRESS]
Email: [SUPPORT EMAIL]
Phone: [PHONE]

Terms of sale · Shipping & delivery · Warranty · Privacy · Boating safety