Return Policy
We provide a 60 day cooling off period if you want to return your product unused.
The product must be returned in its original packaging and be in a condition suitable for resale.
Should you choose to return your new product, you will only have to pay for the return of your board.
Please note this is for standard Metro addresses only, higher charges may apply to addresses in Remote areas, where our courier will charge more to collect from. We can obtain a quote - Please check with us at the time of your return enquiry.
Warranty
We know that sometimes things go wrong so we provide a one year warranty on the board and all parts and accessories in our packages. This means you are covered for any manufacturing faults on all parts for up to a year from purchase.
General Terms and Conditions
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.
If a product is found to be defective by Aquaplanet, they will take the appropriate action, as required by law.
What does the warranty apply to?
Only products purchased directly from the Aquaplanet website and from Authorised Aquaplanet resellers. Warranties cannot be transferred.
The warranty is void if any modification or alteration has been made to the product without authorisation from Aquaplanet in writing.
If a repair or replacement has taken place, the Warranty only applies for the remainder of the period from the original purchase date.
Repairs will be completed subject to available parts. We will do our best to match the original product, but we cannot guarantee that you will receive the exact product back.
If you have not purchased directly from Aquaplanet, any warranty claims must be supported by the original purchase receipt, clearly identifying the Authorised seller.
If a defect is found in the materials or craftsmanship, we will complete a repair, free of charge or replace at our discretion.
This warranty is in addition to and does not affect your legal rights under laws.
What does the warranty not cover?
Normal wear and tear.
Misuse, abuse, neglect or user error.
Punctures
Excessive UV/Heat Exposure (shown by distinct yellow glue staining around seams or fading of parts such as fins and logos)
Improper handling or storage
Intentional breakages
Lost items
Damage caused by anything other than defects in material or workmanship, this includes improper customer repairs or alterations.
Further breakdown by product / accessory
Paddles
The following is not covered - damage caused by impact with objects, falling on the paddle, paddle sinking, breakage or damage to the mechanism due to improper use, normal wear and tear or damage form use outside the intended purpose.
Bag
The following is not covered - fading, tears, rips, holes caused by abuse or excessive strain. Zip damage from improper care, normal wear and tear or damage from use outside of its intended purpose
Fins & Leashes
The following is not covered - damage caused by use in surf zones, impact with objects or normal wear and tear or damage from use outside the intended purpose
How to make a warranty claim
Send your request in writing, stating your order number, full name and address and providing proof of purchase.
Please include a picture or video detailing the nature of the issue for which you are making the claim.
The claim will be reviewed by our product team, to establish if the damage is covered by the terms of our warranty. If the damage is deemed to be as a result of misuse or wear and tear, you will be informed and Aquaplanet will not have any further responsibility to repair this.
If the damage is covered by the warranty, we will endeavour to repair or replace as per our warranty terms.
