Bay Sports Repair, Replacement, Returns & Refund Policy
Our Policy
Through Bay Sports, you are entitled to return your order and receive a refund within 30 days of delivery. Your satisfaction is our number one priority, so if for whatever reason you aren't entirely satisfied with the purchase, you can return the product in brand new condition for a full refund* (excluding the courier cost to receive and return the kayak, plus any unsellable items such as those clearly used/damaged). You may choose a credit toward any other product from our store if you wish. Please note there are Bay Sports policy's in place that are required to be met, in order to return your order and receive a refund within 30 days.
The products eligible for the Bay Sports 30 days refund policy are as follows:
Kayaks including Inflatable Kayaks
Canoes including Inflatable Canoes
Inflatable Stand Up Paddle Boards
Air Pontoons
The products or exclusions that are not eligible for the Bay Sports 30 days Refund Policy are as follows:
All products in which a customer buys an item they intend to use for a very short time and then plan to return it afterward (Return fraud)
All Accessories - Refund within 14 days of delivery if deemed unsuitable, unopened and in original packaging
Surf skis - No returns unless declared faulty by Bay Sports
Tents - No returns unless declared faulty by Bay Sports
Used or Demonstration items
Someone who is not the original purchaser
Items purchase and shipped outside of Australia
All products where a warranty claim is open during the 14 day or 30 day Refund Policy
All other products not listed in this policy
To be eligible for a return, your item must be in the same condition that you received it, with no scratches or visible wear, and in 'as new' condition. It must also be in the original packaging. Bay Sports may reject this 30 day return if this policy is not adhered to. Note the 30 days return policy can only occur once per order and doesn't apply for change of mind. Delivery is determined as the day that the item was delivered. Please refer to our Refunds Policy regarding additional fees.
To complete your return, contact us with picture/video via the Bay Sports Customer Support Portal for approval. Please note for any item Bay Sports may request at least 8 photographs of the product to ensure all sides of the product is captured at the start of the returns process. This ensures we have captured the condition of the product prior to it being returned to us. We require a receipt or proof of purchase.
When you receive your item you are responsible to inspect it on delivery and before first use. Do not use the product if you think it may be damaged or faulty. Please refer to our Damaged Items or Claim on Non-Delivery Policy.
Bay Sports abides by the NSW Fair Trading and Australian Consumer Law.
Repairs Policy
If you have a minor problem with a product or service, Bay Sports can choose to give you a free repair instead of a replacement or refund. Bay Sports may also provide the parts required to repair the product directly to you. Bay Sports will responsible for any costs associated with the repair, and your warranty will remain intact for your peace of mind.
Replacement/Exchanges Policy (if applicable)
We may replace items if they are defective or damaged and are within the warranty terms and warranty time frame. Bay Sports reserves the right to remedy any defective/damaged items via troubleshooting or repair. If you need to exchange it for the same item, submit a claim via the Bay Sports Customer Support Portal for assessment.
Once approved you can organise a pre arranged time to make the exchange at our warehouse or via a courier service. Bay Sports may repair or replace your product with a new, or refurbished product based on the condition and age of the product returned, and you will be issued with a Repair Notice. Your warranty will remain intact for your peace of mind.
Bay Sports NSW Warehouse
Bay Sports
1/126 Kurrajong Ave
Mount Druitt NSW 2770
Return Shipping
If you need to exchange it for the same item, contact us via the Bay Sports Customer Support Portal. Our team will reply back with detailed instructions and issue you a Return Number. To return your product, you can arrange your own courier/Aus Post drop off/physically return your product to the following address, quoting your full name, contact details, and Return Number:
Bay Sports NSW Warehouse
Bay Sports
1/126 Kurrajong Ave
Mount Druitt NSW 2770
Ensure you include your Return Number as the reference to avoid any delays e.g. CN01234
You are liable for paying the return shipping costs in returning your item/s. 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 Bay Sports to arrange return shipping on your behalf, please notify our team of this when submitting your Support Ticket. Our team will advise you of the actual return courier costs, and this will be deducted from your final refund. Please note, the return courier costs are not the same as the original courier costs, as under our Capped Price Delivery service, most metro areas are $79 delivery as Bay Sports covers the rest of the delivery fee, to make kayak delivery affordable for everyone. This is also the case for items with Free Shipping. As a result, return courier cost per kayak and other large items will usually be $100+ for most metro areas, and more for rural areas. Our staff will advise the actual cost for your return once your Return Support Ticket has been submitted, if requested.
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 notify you of a rejection of that return/refund as per our Refunds Policy. Once approved, the refund generally takes 2-3 business days to appear back to the same payment method as how the order was placed.
Refunds Policy (if applicable)
Orders Not Shipped
Prior to your order shipping, at any time you may request to cancel you order and receive a refund for all or a portion of your order which has not been shipped yet. Please contact us via the Bay Sports Customer Support Portal in order to cancel your order.
If your order has been paid via PayPal, Afterpay, or Zip Pay, Bay Sports reserves the right to refund you your total order amount less the PayPal, Afterpay, or Zip Pay fees. Bay Sports incurs fees from these payment providers when an order is received and the payment method was PayPal, Afterpay, or Zip Pay. These payment providers do not return the fees to Bay Sports once a refund has been issued.
Orders Shipped
Once your return is received and inspected, we will respond to your Support Ticket to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, and any fees involved (Refer to Rejection of Refund below).
If your refund is approved or rejected a handling fee greater than 25%, up to 100% of the products invoiced cost may be applied. If your refund is approved, your refund will be submitted on our end within 3 business days of a refund being approved. A handling fee will 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 not as new/used condition, and will be deducted from your final refund amount.
Below is the repackaging costs:
Accessory $5
Small Kayak or Small Inflatable $30
Medium Kayak or Medium Inflatable $50
Large Kayak or Large Inflatable $60
If your order has been paid via PayPal, Afterpay, or Zip Pay, Bay Sports reserves the right to refund you your total order amount less the PayPal, Afterpay, or Zip Pay fees. Bay Sports incurs fees from these payment providers when an order is received and the payment method chosen has been chosen as PayPal, Afterpay, or Zip Pay. These payment providers do not return the fees to Bay Sports once a refund has been issued.
Do not use the product in any way if you plan to, or have raised a return as this will void the returns policy and your refund may be rejected.
If you are approved, then your refund will be processed, the refund generally takes 2-3 business days to appear back to the same payment method as how the order was placed.
Rejection of a Refund
The rejection of a refund will refer to the misuse of a product or service in a way that contributed to the problem or where a product or service has been used intentionally knowing a return has been raised with Bay Sports. 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, or a handling fee greater than 25%, up to 100% of the products invoiced cost of that item, determined on the condition assessment of the product will be applied.
Custom Orders Cancellation Fee
Custom orders can be cancelled if the production of that custom order has not started. A 10% cancellation fee will apply once an order is confirmed and deposit or payment made if its a custom order. If the production has started and from all points onwards of that, the custom order cannot be cancelled and no refund can be given.
Orders which have Free Shipping
Orders which have Free Shipping and are returned, the order will be refunded less the actual shipping cost that was incurred to ship out your order. For example, an inflatable kayak with free shipping that is returned for Change of Mind, you will receive a refund for the value of the kayak, less the actual cost incurred to courier your inflatable kayak to you.
Late or missing refunds Policy (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted back to your account.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Gifts Policy
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Exceptions to Consumer Guarantees
Consumer guarantees do not apply if you:
Got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
Misused a product in any way that caused the problem.
Knew of or were made aware of the faults before you bought the product.
Asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
CONTACT
Contact us via the Bay Sports Customer Support Portal
All marketplace products are covered by our MyDeal Refund Guarantee
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I purchased a 11'6 iSUP from Tony at Bay Sports, absolutely love it so easy to set up use and pack away. The service, advice and help in choosing the correct SUP to suit my needs as outstanding. Would highly recommend.
