Returns
Return Policy
We want you to be 100% satisfied with our kayaks! Therefore we offer easy, free change of mind returns within 30 days of delivery on all Razor Kayaks products.
Kayak Viewing
We appreciate it can be difficult to choose a kayak online, so we want to make it easy. Unpack and inflate your kayak at home so you can have a good look at it and make sure it’s the right one for you – if it’s not, simply pack it back up into its box with the original packaging and we’ll arrange for it to be picked up and give you a full refund.
Please note, for a Kayak Viewing Return to be accepted, you must:
1. Notify us before you order via the form on our ‘Book a Trial’ page that you wish to view a kayak.
2. We will respond to confirm whether your kayak viewing request has been approved.
3. You can then place an order online for your kayak.
4. Notify us within 30 days of delivery if you wish to return the kayak.
5. Pack the kayak back into its original packaging and into its box, and tape the box shut for postage. The kayak must be unused other than inflating for viewing, undamaged and in new condition. You must also follow any other instructions given by Razor Kayaks staff.
Other Returns
Change of Mind Returns - We are pleased to accept change of mind returns on products still in their original packaging and in a saleable state within 30 days. We regret that we cannot accept change of mind returns on used products or products removed from their packaging.
Please note that we are unable to accept returns of used or demonstration (demo) products.
Repairs and Replacements - We stock quality kayaks and are happy to offer repairs, replacements or refunds should our products be found to be faulty. We regret that we cannot accept change of mind returns.
To apply for a return or replacement for a product or part you believe to be faulty please contact us via the form on our contact page for detailed instructions.
Many of our products, including inflatable kayaks, are hand made and each item is unique. Variations, minor markings, minor irregularities in seams and stitching between chambers are not uncommon and if present in the Product, will not be considered a fault in the Product.
Repairs - If you have a minor problem with a product or service, Razor Kayaks can choose to give you a repair instead of a replacement or refund. We may also provide the parts required to repair the product directly to you.
Replacement/ Exchange - Razor Kayaks may choose to replace items if they are defective or damaged and fall within our warranty policy.
Return Shipping Costs - You will be responsible for paying for your own shipping costs for returning your item unless otherwise agreed per our terms of service. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you would like Razor Kayaks to arrange return shipping, please notify our team of this when contacting us. Our team will advise you of the actual return courier costs. Please note, the return shipping costs may not be the same as the original shipping costs due to a variety of reasons (e.g. some of the shipping cost may be absorbed in the sale price or fees are greater for return shipping).
Assessment - Once received, our team will inspect the return for any damage and contact you with regards to the receipt of goods, confirmation of condition and issuing of a refund back onto your original payment method or the issuing of a replacement product, or notify you of a rejection of that return/refund as per this Return Policy. If your return request is rejected we reserve the right to charge you for any costs we have incurred. If a product is returned and has been misused or returned in a damaged condition, your return will be rejected and you will be responsible for any costs incurred to return the item back to you. Handling fees may also be charged up to the full value of the product’s invoiced cost, to be be determined by us based on the condition assessment and/ or representations made by you including false or misleading statements. If approved, a refund can take up to two weeks to appear back to the same payment method the order was placed in due to bank processing times.
A handling fee may apply for approved orders where extra costs are incurred such as repairing, cleaning, repackaging/missing original packaging or other reasonable costs associated with a return being received in either 'as new' condition, or in used condition, and will be deducted from your final refund amount.
Returns will not be accepted if you misused a product in any way that caused the problem.
When you receive your item you are responsible for inspecting it on delivery and before first use. Do not use the product if you think it may be damaged or faulty. You are required to notify us immediately on delivery (within 48 hours) if there are any issues or faults with your product and provide photographic evidence in line with our terms of service. If we confirm the product is faulty based on the provided photographs, we'll in the first instance offer repair supplies. If repair isn't feasible, you can contact us to discuss a return.
Do not use the product in any way if you plan to, or have raised a return as this will void the return policy and your return may be rejected.
Our products come with certain guarantees that cannot be excluded under Australian Consumer Law.
For enquiries please contact us via the form on our contact page.