We are proud to offer a 90-day “Try it on the Water” Satisfaction Guarantee on our inflatable kayaks, because we know that they are awesome.
You can take the kayak out on the water for a paddle, and if you don’t like it, you can send it back for a full refund.
But call us first (0401 048 084), because sometimes something simple, like mis-understanding the inflation instructions, can make a huge difference to your experience.
IMPORTANT: This page is about change of mind returns and does not affect your statutory rights under Australian Consumer Law for faulty goods or warranty claims—see our Warranty Policy for those.
Most brand new, non-consumable items are eligible for return.
If an item is something that gets glued onto something else (eg D-rings being glued onto a kayak), the item would not eligible for return once it has been glued on.
For ex-demo products, returns are on a case-by-case basis.
For all products, you can check whether it is eligible by looking for the tick under the product short description:
Give us a call on 0401 048 084 first - this allows us to understand why you are returning the product. We have found that sometimes, there is an issue with the product, and that is why the customer is having a bad experience. In other cases, we have found that the customer just needs a bit more time for their trial. Whatever your situation, it is helpful to have a phone call to understand the reason for the refund, as it may help us to improve our products and/or our marketing.
Send us an email at info@ozinflatablekayaks.com.au specifying exactly which items are to be returned, and what condition they are in. We are specifically wanting to know whether they have been used on the water (which is totally fine), opened and set up at home, but not used on the water, or never taken out of the box, that kind of thing.
For kayaks, make sure you go through the list of inclusions on the product page to be sure you are returning all the correct bits and pieces. If a part is missing, we can not give you a full refund. Common missing items are instruction manuals and repair kits. If you have lost an item, don't panic. Just give us a call or send an email about it and we will figure out what can be done.
We will want to know whether they are in original packaging. Items do not have to be in original packaging to be returned, but if you will need to source appropriate packaging to return the items. This is true, even if they are being returned in person. Basically, kayaks need to be in a box.
If the items are not in the original packaging, you will need to also tell us the weight and dimensions of the package(s) so we know what we are receiving. I strongly recommend you take a picture of the box(es) you are returning.
An address for the return will be provided with specific labelling instructions.
You can then ship the items to the address specified. You are welcome to use a courier service or Australia Post.
If you are having trouble finding a suitable freight provider, please get in touch, we may be able to book it in through one of our freight account and deduct the return freight cost from your refund. If you ask us to do this, we will provide you with a quote for the freight before anything is booked in. We will ask whether you have access to a printer for printing the label (not always required), and we will ask if you will be home for the courier to pick up, or if you can leave the item in a safe place for pick up.
Once we have received the item(s) back, we need some time for inspection. This is usually done within 2-3 days, but can take as long as 5 working days if there are complications. If it's going to take any longer than 5 working days, we will be in touch to explain.
Once the items are inspected and we are satisfied that no items are missing and the condition is okay (again, totally fine to take any items out on the water, just need to make sure you have not seriously damaged anything), we will process your refund.
The refund comes back to you in whatever way you originally paid.
If you originally paid via bank transfer, we will request your account name, account number and BSB to process the transfer. Please note that our bank holds payments to new payees for 24 hours.
The process is mostly the same for when you are swapping out an item.
Yes. We do an inspection of whatever you have returned, but it's not to check whether it's been used, it's to make sure you haven't destroyed or seriously damaged the item. And to check for missing items.
No.
You can ask and we will decide whether to offer more time on a case by case basis. But generally speaking, it will be a yes.
Generally, yes, but the items still need to be appropriately packaged. If it came to you in a box, it needs to be returned in a box.
The address depends on the condition of the item and what we are going to do with it. Generally speaking, it will be either East Brisbane, West Brisbane or Gold Coast.
No, for orders under $169 you will not be refunded the $9 shipping fee.
Yes.
