At PaddleZone, we offer a flexible returns policy and are happy to accept items back for an exchange if items purchased don’t fit or the items are damaged/faulty upon receipt.
- Goods cannot be returned or exchanged if the customer has simply changed their mind, are special order/colour or ex-demo goods.
- Refunds and exchanges are permitted where the goods purchased do not perform as advertised.
- Sale or discontinued items cannot be exchanged or refunded.
- Refunds & Exchanges will only be offered on full priced items only.
Our products come with a guarantee or warranty from the manufacturer. In addition, they come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a warranty replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced at PaddleZone’s discretion if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
Warranty periods may vary between products - please check the warranty documentation or check with the instore sales staff on applicable warranties.
Warranty claims will only be considered where the goods have not been misused or used commercially. The expense of claiming the warranty (if any) will be borne by the consumer.
For any online warranty-related issues please contact:
PO Box 991 Gladesville
Exchanges can only be processed instore at the PaddleZone Store associated to your original order.
All goods exchanges must be made within 7 days of receipt. Custom orders, items on sale, ex-demo or discontinued cannot be exchanged.
If you are not 100% satisfied with your purchase then you may return it within seven days in exchange for another in-stock product within the same category and of similar price (once), provided that it is still in new and saleable condition.
Any price difference in exchanged goods will be issued as a PaddleZone credit to the value of difference.
Goods must be in original, saleable condition and in undamaged packaging.
PFD’s (life jackets) must have tags still attached and not be used.
Shorts, pants, shirts, gloves, shoes/booties and hats (clothing) unfortunately can’t be exchanged under any circumstances for hygienic reasons.
Original proof of purchase must be provided.
If you wish to return a kayak or SUP within 7 days of purchase then you may return it in exchange, with prior approval for another kayak or SUP. Any minor differences in price will be charged or credited accordingly. Any freight, bank/merchant, postage or shipping costs associated with such return and exchange will be borne by the customer.
Where the product being returned shows evidence of having been used then PaddleZone reserves the right to allow such an exchange or not. In some cases where the product appears to have been used or damaged then PaddleZone may accept the return for a lesser value, or refuse the exchange at the discretion of PaddleZone.
The seven day exchange policy does not apply if the goods have been ordered in specifically for the customer, for example a specific colour or model that was not available at the store at the time of purchase and has had to be brought in specifically for that customer.
Incorrectly supplied items
If we have sent you an item which is different to what is listed on your invoice, we will be happy to make an exchange and supply the replacement item. If posted to you the replacement will be delivered Freight Free.
Goods must be returned within 10 days of receipt
Goods must be in original, saleable condition and undamaged packaging.
Goods must not be fitted or used.
Clothing and apparel items must have tags still attached and not be used.
Original proof of purchase must be provided.
All Warranty enquiries must be made directly to the PaddleZone Store associated with your purchase.
If you cannot locate the PaddleZone Store associated to your order, please call your local/nearest store (10am-5pm weekdays) or on email [email protected]
How do I return an item to PaddleZone?
All returns must be made to the store from which the item was purchased.
All return enquiries must be made directly to the PaddleZone Store associated with your order. Please contact the C-Kayak store associated with your order before returning the goods by post.
For online orders your preferred PaddleZone store associated with your order (chosen by you at checkout) will be outlined on the top your Order Invoice. This will be visible on your order confirmation email or can be located by logging into your PaddleZone online account and viewing your order history.
If you cannot locate the PaddleZone Store associated to your order, please call your local/nearest store (10am-4pm weekdays) or on email: [email protected]
If approved, goods must be returned to the PaddleZone Store your purchase was made from along with an approval number and receipt/proof of purchase by:
Physically bringing the items to your local/nearest PaddleZone (outlined on your invoice) or
Sending them back to your local/nearest PaddleZone store (outlined on your invoice).
If shipping the goods back to C-Kayak:
Please send them back in the original postage box or bag they came in or suitable packaging.
For your protection, we suggest that you ship the goods to us with a freight service that provides a Signature Required on delivery option. Please ensure you retain a record of your shipment until you have received your replacement or refund.
Unfortunately, original purchase freight or merchant charges on returns are not refundable. If you are returning an item for exchange (ie. the same style is being changed for a different size or colour) you are required to pay for delivery on the return and replacement parcel.
Cancellation of Orders:
PaddleZone reserves the right to cancel an order at any time before being completed/delivered for any of the following reasons;
- Goods ordered were subject to an error on our Website, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted.
- A supplier is unable to supply the item/s ordered due to unforeseen circumstances such as manufacturing/shipping/delivery delays.
- Items ordered are not paid in full or collected withing 14 days of order being complete and available for collection. PaddleZone is unable hold/store orders awaiting collection for a period of greater than 14 days.
- Non standard/custom orders are not able to be cancelled and are not refundable.
Orders will be cancelled if these terms are not met and a cancellation of up to 50% of the amount paid is forfeited. The balance will be returned to the purchaser by way refund to credit card, PayPal or EFT only.
Changes to our terms:
PaddleZone may make changes to our Terms and Conditions from time to time. When these changes are made, we will make a new copy of the Terms and Conditions available on our website and instore. PaddleZone shall not be required to otherwise notify you of any changes to the Terms and Conditions, and you agree to be bound by the Terms and Conditions as applicable from time to time.