Shipping & Returns
RETURNS POLICY
Holy Cow Productions Pty Ltd trading as www.kayaker.com.au offers a 7-day return policy on certain products. Carefully review our Returns Policy (below) before making your purchase. Shipping charges may apply and are not refundable.
Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.
Return Processing Time/s
A Replacement or Refund would normally be issued within 7 days of us receiving the returned goods, with the exception of goods that are not obviously faulty and may require testing.
Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases the testing process may result in delays in determining if a Refund will be issued.
The processing of "Damaged in Transit" claims is also subject to the terms & conditions of our nominated carriers insurance policies. Depending on the product, "Damaged in Transit" claims can be delayed by the procedures & investigations of the nominated carriers insurers.
Returns Procedure
STEP 1 Obtain a Return Authorisation Number
All goods to be returned, whether defective or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact our staff by e-mail at info@kayaker.com.au
You will need to supply the following information, most of which will be on your Invoice before we can issue a Return Authorisation Number:
Your Name and Contact Details
Our Invoice Number & Invoice Date
Description of Product to be Returned
The Reason for Return (see acceptable return categories below)
Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return. Return Authorisation Numbers are only valid for 7 days so we must receive the returned product within this period otherwise the return may not be accepted.
The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed to the address advised by Kayaker
STEP 2 Return the products
It is the customers responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted. For some purchases Kayaker will arrange for the product to be picked up for return to our supplier/s. (The method might vary depending on product). For all other returns the customer is responsible for costs associated with return of the product. Kayaker will not pay, nor reimburse any costs associated with a customer-organised shipment.
Kayaker recommends that products returned by post should be sent by registered or certified mail and insured to their full value. Kayaker accepts no responsibility for loss or damage occurring in transit on return to Kayaker or their supplier/s.
STEP 3 Receive the replacement product / refund
For products which are found to be "Incorrectly Shipped" or "Damaged in Transit" a replacement will be forwarded to you once the return has been received, processed and approved. In situations where a replacement product is not available, a refund will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.
For security reasons, all Refunds will be made either by Cheque, or by applying a Credit against the Credit Card used for the original purchase. The actual method of refund will be dependant upon the payment method used for the original purchase.
Acceptable Return Categories
A. Damaged in Transit
In the event that you receive a product that appears to have been Damaged in Transit you should:
- Refuse to accept delivery of the product.
- Direct the Courier to Return Goods to Sender.
- Notify our Customer Service Staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been damaged during transit you should notify our Customer Service Staff immediately, so we can process the return as "Damaged in Transit".
C. Incorrectly Shipped
In the event that you receive a product thats different to the one ordered you should notify our Customer Service Staff immediately upon receipt of the product, so we can process the return as "Incorrectly Shipped".
Return Policy Exclusions
D. Opened Product
Except for "Dead on Arrival", "Damaged in Transit" or "Manufacturers Return Policy" product we will not accept any opened product for return unless the product is defective within the warranties imposed by statute and which cannot be excluded by agreement. Examples of conditions under which we would accept opened product are:
"Damaged in Transit" product.
Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase.Could reasonably be considered to be of unmerchantable quality.
E. No Return Basis
The term "No Return Basis" means that unless the product is "Incorrectly Shipped" or "Damaged in Transit", the product will not be accepted for return unless it is defective within the warranties imposed by statute and which cannot be excluded by agreement.
Products sold on a "No Return Basis" include:
- Products with a "Special Reduced Price" label.
- Products with a "No Return" label.
- Products not listed within our standard range & are specifically ordered
- Product listed on the Packing Slip or Invoice as "No Return".
Examples of conditions under which we would accept "No Return Basis" product are:
- "Damaged in Transit" product.
- Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase.
- Could reasonably be considered to be of unmerchantable quality
If it is found upon return that an item was not incorrectly shipped, a service fee will apply. This policy excludes any item that is not in the condition in which it was first shipped.
F. Covered by Manufacturers Warranty
With the exception of Ex-Demo, Ex-Rental, Soiled or Damaged products, all products unless noted otherwise, are sold with the suppliers full Manufacturers Warranty. The warranty period and service level varies by manufacturer and product.
In the event that the product you have received develops a fault more than 7 days after purchase, then the manufacturers warranty would apply. All claims for Warranty Service should, in the first instance, be directed to the Manufacturer.
The product will be Repaired/Replaced at the sole discretion of the Manufacturer. Should the Manufacturer determine that the fault is not covered by Warranty, then they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.
For products where the Manufacturer has determined the fault is not covered by Warranty, they may require payment of the Manufacturers service charges and any costs associated with processing of the return prior to returning the product to you. If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service Staff so we can assist you with your claim.
G. Non-Warranty Service and Repairs
All claims for Service outside the Manufacturers Warranty period should, in the first instance, be directed to the Manufacturer or their Authorised Service Centre. Kayaker will provide you their contact details if required. The product will be Repaired at the sole discretion of the Manufacturer. Once the Manufacturer has determined an estimated repair cost they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.
They may require payment of the Manufacturers service charges and any costs associated with processing of the return prior to returning the product to you.
If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service staff so we can assist you with your warranty claim.
Holy Cow Productions Pty Ltd trading as www.kayaker.com.au offers a 7-day return policy on certain products. Carefully review our Returns Policy (below) before making your purchase. Shipping charges may apply and are not refundable.
Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.
Return Processing Time/s
A Replacement or Refund would normally be issued within 7 days of us receiving the returned goods, with the exception of goods that are not obviously faulty and may require testing.
Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases the testing process may result in delays in determining if a Refund will be issued.
The processing of "Damaged in Transit" claims is also subject to the terms & conditions of our nominated carriers insurance policies. Depending on the product, "Damaged in Transit" claims can be delayed by the procedures & investigations of the nominated carriers insurers.
Returns Procedure
STEP 1 Obtain a Return Authorisation Number
All goods to be returned, whether defective or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact our staff by e-mail at info@kayaker.com.au
You will need to supply the following information, most of which will be on your Invoice before we can issue a Return Authorisation Number:
Your Name and Contact Details
Our Invoice Number & Invoice Date
Description of Product to be Returned
The Reason for Return (see acceptable return categories below)
Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return. Return Authorisation Numbers are only valid for 7 days so we must receive the returned product within this period otherwise the return may not be accepted.
The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed to the address advised by Kayaker
STEP 2 Return the products
It is the customers responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted. For some purchases Kayaker will arrange for the product to be picked up for return to our supplier/s. (The method might vary depending on product). For all other returns the customer is responsible for costs associated with return of the product. Kayaker will not pay, nor reimburse any costs associated with a customer-organised shipment.
Kayaker recommends that products returned by post should be sent by registered or certified mail and insured to their full value. Kayaker accepts no responsibility for loss or damage occurring in transit on return to Kayaker or their supplier/s.
STEP 3 Receive the replacement product / refund
For products which are found to be "Incorrectly Shipped" or "Damaged in Transit" a replacement will be forwarded to you once the return has been received, processed and approved. In situations where a replacement product is not available, a refund will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.
For security reasons, all Refunds will be made either by Cheque, or by applying a Credit against the Credit Card used for the original purchase. The actual method of refund will be dependant upon the payment method used for the original purchase.
Acceptable Return Categories
A. Damaged in Transit
In the event that you receive a product that appears to have been Damaged in Transit you should:
- Refuse to accept delivery of the product.
- Direct the Courier to Return Goods to Sender.
- Notify our Customer Service Staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been damaged during transit you should notify our Customer Service Staff immediately, so we can process the return as "Damaged in Transit".
C. Incorrectly Shipped
In the event that you receive a product thats different to the one ordered you should notify our Customer Service Staff immediately upon receipt of the product, so we can process the return as "Incorrectly Shipped".
Return Policy Exclusions
D. Opened Product
Except for "Dead on Arrival", "Damaged in Transit" or "Manufacturers Return Policy" product we will not accept any opened product for return unless the product is defective within the warranties imposed by statute and which cannot be excluded by agreement. Examples of conditions under which we would accept opened product are:
"Damaged in Transit" product.
Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase.Could reasonably be considered to be of unmerchantable quality.
E. No Return Basis
The term "No Return Basis" means that unless the product is "Incorrectly Shipped" or "Damaged in Transit", the product will not be accepted for return unless it is defective within the warranties imposed by statute and which cannot be excluded by agreement.
Products sold on a "No Return Basis" include:
- Products with a "Special Reduced Price" label.
- Products with a "No Return" label.
- Products not listed within our standard range & are specifically ordered
- Product listed on the Packing Slip or Invoice as "No Return".
Examples of conditions under which we would accept "No Return Basis" product are:
- "Damaged in Transit" product.
- Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase.
- Could reasonably be considered to be of unmerchantable quality
If it is found upon return that an item was not incorrectly shipped, a service fee will apply. This policy excludes any item that is not in the condition in which it was first shipped.
F. Covered by Manufacturers Warranty
With the exception of Ex-Demo, Ex-Rental, Soiled or Damaged products, all products unless noted otherwise, are sold with the suppliers full Manufacturers Warranty. The warranty period and service level varies by manufacturer and product.
In the event that the product you have received develops a fault more than 7 days after purchase, then the manufacturers warranty would apply. All claims for Warranty Service should, in the first instance, be directed to the Manufacturer.
The product will be Repaired/Replaced at the sole discretion of the Manufacturer. Should the Manufacturer determine that the fault is not covered by Warranty, then they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.
For products where the Manufacturer has determined the fault is not covered by Warranty, they may require payment of the Manufacturers service charges and any costs associated with processing of the return prior to returning the product to you. If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service Staff so we can assist you with your claim.
G. Non-Warranty Service and Repairs
All claims for Service outside the Manufacturers Warranty period should, in the first instance, be directed to the Manufacturer or their Authorised Service Centre. Kayaker will provide you their contact details if required. The product will be Repaired at the sole discretion of the Manufacturer. Once the Manufacturer has determined an estimated repair cost they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.
They may require payment of the Manufacturers service charges and any costs associated with processing of the return prior to returning the product to you.
If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service staff so we can assist you with your warranty claim.
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