We dare to be different, and we want you to be FREAK(in) happy with your new purchase. If you are unhappy with your online purchase for any reason, we will gladly accept exchange or return of full price within 60 days of the order date, provided that the product comes back to us in its original condition, please click here for our 60 Days Returns or Exchange Guarantee terms. If you are looking to exchange or return your kayak, please click here for our Love Your Kayak Or Swap It Guarantee terms. Shipping charges and restocking fee of 20% apply for large items and kayaks.
For the purchase of pre-orders, no refund for change of mind or incorrect size/colour chosen. No cancellation after payment is made. Exchange or store credit may be offered and is subject to availability of stock. Please visit our Pre-Order terms.
Freak Sports will accept returns for goods purchased from us and offer a repair, replacement or refund and/or provide part compensation (conditions apply) for the item if the item:
- Are faulty, or become faulty within a reasonable time after purchase, or are still under warranty
- Are not fit for any purpose stated in our item listing or they don’t do what we said they would do
- Don’t match our description or display stock that you have inspected
- Are of unacceptable quality, or
- Fail to meet other mandatory consumer guarantees under the Australian Consumer Law.
HOW TO RETURN YOUR ORDER
Returned merchandise should include the packaging and be in the original condition as when it was received (unless claiming warranty). Customers will be responsible for shipping and handling charges for any returns/exchanges. Freak Sports recommends sending return parcels via registered post as we are not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Freak Sports will not be held accountable for any losses.
PLEASE SEND ALL RETURNS TO:
Freak Sports Australia
Att: Return Department
1/61 Boyland Avenue
DON’T HAVE A RECEIPT?
We will ask you to provide for photo ID showing your name, address and signature and proof of purchase by providing a bank statement or similar.
CLAIMING WITHOUT RETURNING OR PART COMPENSATION
In the unlikely event that your kayak or accessories have any manufacturing defects, photos and description of your claim are required. All warranty claims are subject to any exclusion and in a place of provided evidence decided upon the discretion of Freak Sports Australia.
To complete your return, please contact us through our Contact page or email us at firstname.lastname@example.org with following details:
- Provide us with your full name, telephone number and email address
- Proof of purchase, i.e. your receipt, order number or bank statement
- Provide clear photographs of the damaged items. If damage was caused due to shipping, photographs of the damaged packaging is also required.
- Provide us with a reason for your return, and a statement of the fault
After receiving above items, Freak Sports Australia may request to have your items returned to us for further inspection and assessment. Freak Sports Australia will warrant the right to either exchange or repair your items under our warranty policy, free of charge to customer excluding shipping charges.
ASSESSMENT OF YOUR PRODUCT
In some cases we may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment, such as kayaks, electric motors, tents over $400 and fishing gear over $100.
In some cases, you will be able to liaise directly with the products’ manufacturer or their repair agent.
Products assessed with a minor fault will be repaired and return to you within a reasonable time. We offer a refund or replacement if the product is assessed with having a major failure.
Bulky products can be hard or expensive to ship back. For the most effective services, please contact us before returning any bulky items, such as kayaks, electric motors, paddles, etc.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Once your order has been received at our office your return request will be processed within 5 working days.
You will receive email confirmation from us either stating that your exchange has been dispatched or your refund/VIP credit has been processed.
For exchanges, please allow 2 – 3 working days for delivery unless otherwise specified. (If you require express post, please contact us prior to returning your order).
For refunds please allow up to 3 working days for your refund to be processed if you paid via credit card. For PayPal payments, please allow up to 5 working days for the refund to be processed. If you have requested a credit, this will be processed instantly. You will also receive a CREDIT MEMO invoice via email.
In some cases there will be products that are excluded from our Returns Policy unless they are faulty. Also in some cases a refund, replacement or repair will not be offered. These apply to following:
- When product has been substantially modified
- User instructions or packaging labels are not followed
- Simply change your mind
- Vouchers, gift cards, and/or credit vouchers.
If you feel that your rights under the consumer law or our Returns Policy have not been met, please forward your concerns to email@example.com or in writing to:
Freak Sports Australia
Att: Return Department
Unit 1/61 Boyland Avenue