Warranty

Warranty Process

Although a lot of our products have manufacturer warranties, the great news is that you are first and foremost protected under Australian Consumer Law:

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

NOTE - Australian consumer law does not protect you if you purchased via a private sale - consumer-to-consumer, not "in trade or commerce".

The bottom line is that we are here to help.

Regardless of your purchase date and the various manufacturer warranty periods, please follow this process if you are having any problems with your product:

1. Get in touch with us. A photo and / or a video of the issue is by far the best way to communicate. Email is preferred - info@ozinflatablekayaks.com.au but you are more than welcome to start with a phone call to ask a few questions if you’re not sure what the problem is - 0401 048 084. Please do NOT send text messages.
2. If it’s determined that we need to proceed to steps 3 or 4, proof of purchase will be required if you did NOT purchase the item from us (Oz Inflatable Kayaks). For all purchases directly from Oz Inflatable Kayaks, you do not need to provide proof of purchase as we keep all purchase records.
3. If we determine that the issue is covered by your rights under Australian consumer law, we will arrange either a repair, a replacement of the relevant part, or compensation for the drop in value caused by the issue. If it is a major failure, you have the option of asking for a refund. In some cases, we may require the return of the item, at our cost. If the item is small, we will provide the address for you to post it to us and reimburse you the postage. If the item is too large for Australia Post, we will arrange for a courier to collect the item. We will ask you whether or not you have access to a printer for printing a label (not necessarily required). We will also ask if you are able to be present for the courier’s pick up, OR able to leave it in a safe place that the courier can access. In other cases, we may require proof of destruction of the item instead of a return.
4. If, after communication, it is not clear whether the issue is covered by your rights under Australian Consumer Law, we may request that you return the item for inspection. If the item is small, we will provide the address for you to post it to us. If the item is too large for Australia Post, we will get a quote for a courier to return the item. If you accept the quote, you will be invoiced for the courier cost and once the invoice is paid, we will book in the courier. We will ask you whether or not you have access to a printer for printing a label (not necessarily required). We will also ask if you are able to be present for the courier’s pick up, OR able to leave it in a safe place that the courier can access.. If you do not accept the freight quote, you are welcome to arrange your own freight
   1. If, upon receiving and inspecting the item, we determine that it IS an issue covered by Australian Consumer Law, we will arrange either a repair, a replacement of the relevant part, or compensation for the drop in value caused by the issue. We will repair/replace as appropriate, return the item, and reimburse your shipping costs.
   2. If, upon receiving and inspecting the item, we determine that it is NOT an issue covered by Australian Consumer Law or the manufacturer’s warranty, the customer has the choice of paying for the freight to have the item shipped back to them, or requesting a refund if their purchase falls within our returns policy. Note that, under these circumstances, our returns policy does not include reimbursing the customer for the freight cost of sending the item to us for inspection.
5. If the issue is NOT covered by your rights under Australian Consumer Law because, for example, it was caused by misuse, accidental damage or wear and tear, which are generally not covered by consumer guarantees, we may still be able to guide you on how to repair your item. We may also be able to sell you a relevant part. Note that we are not professional kayak repairers - we can only provide general advice.

While we handle remedies under Australian Consumer Law, we may involve the manufacturer for support, which can sometimes take time.

Expectations of You

Under Australian Consumer Law, you have rights, but there are also expectations.

It is expected that you will maintain your product, as specified in the manual.

It is expected that you will use your product ‘appropriately’. I realise this is a nebulous term, but we can use common sense at the extremes to understand that you can’t, for example, light a camp fire inside your kayak and then request a replacement because it melted. 
The product manual will give you certain warnings and these warnings will help you understand what will not be covered.

Accurate Data

In terms of our website and marketing material, we are always striving to get things right, but there is so much detail that sometimes we make mistakes. If you see any errors or inconsistencies, please get in touch immediately, we will be very grateful.

If you receive a product that is not as described, you have rights under consumer law, so please follow the warranty process described above.

General Returns

If you are not satisfied with any of our products, check out our 90 Day Try-it-on-the-Water Guarantee.

Manufacturer Warranties

A lot of our products have manufacturer-backed warranties. These warranties give you rights that are in addition to your rights and remedies under the Australian Consumer Law. 

Note that for ALL issues, you are welcome to follow the steps outlined above. If, however, you wish to pursue a claim with the manufacturer directly, you are welcome to do so.