Refunds and returns
Thank you for choosing to buy from us! We understand that sometimes, things aren't quite what you expected. If you're unsatisfied with your purchase, you can return the products for a refund. Our return policy follows the guidelines set by the Australian Consumer Law and is subject to the conditions listed below.
Change of mind
We are pleased to provide you with the option to return the item if you change your mind about the purchase. However, we also reserve the right to decline a return if the conditions mentioned in our policies are unmet. Please remember that requests to cancel an order due to a change of mind may not always be guaranteed and will be assessed on a case-by-case basis.
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Cancellation
If you need to cancel an already shipped order, you are responsible for posting the items back to us at your own expense. Please ensure that the product is securely packed and sent via registered post so that you can track the parcel's delivery status. It's important to note that you are responsible for the product until it is received by us. Please remember that products that have been tampered with cannot be refunded, and postage costs are non-refundable. If you need to cancel a special order at your request, there may be a fee of 10% of the order value. This fee will be charged at the discretion of management.
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Faulty products
If you receive a damaged or defective product, please contact our customer service team within seven days of delivery. Provide them with your order number and the item's condition description. Our customer support team will carefully consider the Manufacturer's Policy for the product in question and may offer one of the following resolutions:
- Place you in contact with the manufacturer for warranty support
- Provide a replacement
- Refund the product
- Exchange the product.
We are committed to providing you with a satisfactory solution to any issues you may encounter with our products.
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Incorrect products
If the product you received is not the same as the one you ordered, please contact our customer service team within 7 days of receiving the parcel. While contacting us, please make sure to have your order number or receipt with you, as it will aid us in locating your purchase.
Once we have looked into the issue, our customer support team will assist you in returning the product. You can then choose between having the correct product redelivered at no additional cost or receiving a full refund.
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Warranty
All items we sell come with a manufacturer's warranty. If you suspect that any item supplied by us is faulty or defective, we can assess it within the warranty period, subject to the following conditions:
- You must provide the original invoice.
- You will be responsible for all return postage costs.
- The item has been used in accordance with the manufacturer's operating guidelines, as specified in the product manual and instructions provided upon purchase.
- The item has not been misused, opened, or adjusted by anyone unauthorised.
Please note that all other warranties, whether implied or not mentioned in the above conditions, are excluded to the extent permitted by law, and we will not be liable to compensate you.
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Conditions of Retuns
Please note the following conditions for returning items:
1. The items must be returned within 30 days of receiving the item.
2. The items must be in a resalable condition, unused, and in the original packaging with all accessories and manuals included.
3. No refund or exchange will be accepted if the items are "Special Order" not part of the Paddle Wholesale core range.
4. The customer must pay for return postage costs.
5. Sale items are not eligible for refunds or exchanges.
6. Only the original payment method used to make the purchase on our website will be refunded.
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Online Returns Process
When you want to begin a return, simply email us at paddle.au@gmail.com. Make sure to include the reason for the return. If the item was faulty, incorrect, or not as advertised, you must describe the fault and attach a close-up photograph.
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After submitting your return request, please allow 1-2 business days to moderate it. Once approved, you will receive an email notification. Only then can you ship the item back to us. Please handle the returned item carefully, as it is your responsibility until it reaches our warehouse.
Pack it securely to prevent any damage during transit. Once we receive your return, we will check the item and process your refund, exchange, or gift voucher within 5-10 business days. We will notify you via email once the process is complete.
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Please note that returns can only be accepted if the item is in its original condition. Refunds will only be issued using the same payment method that was used for the original purchase.