Repairs, Replacements, Returns & Refund Policy
As a valued customer, your satisfaction is always our top priority.
30-DAY MONEY BACK GUARANTEE:
If you're not completely satisfied with your new product purchase, you are entitled to a refund within 30-days from the date you received delivery, providing that the product is returned to us in "as new" condition, whatever your reason may be, we will refund you the total amount less the delivery costs in receiving the product and the return shipping cost to our facilities.
This refund applies to all our products, and you may choose either a credit towards another product purchase or cash refund into your nominated bank account.
To be eligible for a return, your item must be in the same condition in which you received it, without damage, unused, and in “as new” condition. The product must be rewrapped in the original packaging in which it was received. For refunds to be eligible on all Accessories, packaging must be unopened. If the packaging has been opened, this refund will be rejected.
Pullen Surf Skis may reject this 30-day return if this policy is not adhered to in full. This policy can only be redeemed once per order and does not apply for change of mind. Delivery is determined as the day that the item was delivered.
This policy is only valid to the original purchasing customer and is non-transferrable.
To lodge a return, please send us images or a video of the item along with the receipt or proof of purchase by email to firstname.lastname@example.org for our review and approval.
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 is defective. Please refer to our Damaged Items or Claim on Non-Delivery Policy for further details.
If your return is approved, we will advise instructions on the return shipping of the item. Any items sent back to us without first requesting a return will not be accepted.
Pullen Surf Skis abides by the rules set-out by NSW Fair Trading and Australian Consumer Law.
If your product has been damaged during delivery, please contact us immediately by email to email@example.com for our review and approval. DO NOT USE THE PRODUCT.
We have the right to determine whether we repair the product instead of a replacement or refund.
If the damage is to changeable parts, we may provide the replacement parts required to repair the product directly to you. Pullen Surf Skis will be responsible for any costs associated with the repair, and your warranty will remain intact for the remainder of term as described in our Warranty Terms.
If your product does not meet our Warranty Terms, please contact us immediately for advice on repairs or recommended repairers in your local area. DO NOT KEEP USING THE PRODUCT.
REPLACEMENT/EXCHANGES (IF APPLICABLE):
If any product purchased is deemed faulty or defective and meets our product Warranty Terms, we reserve the right to determine the most suitable remedy of the defective item which includes either replacement of the same or repair.
Please notify us by email to firstname.lastname@example.org for any claims.
If approved, we will arrange for return shipping and replacement of the product with a new, or refurbished product based on the condition and the age of the product returned to us. Your warranty will remain valid for the remaining timeframe as set forth in our Warranty Terms.
All return shipping costs are the responsibility of the Customer and are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund, for the avoidance of doubt this applies to our 30-DAY MONEY BACK GUARANTEE.
If you would like us to arrange the return shipping of the product, please contact us for quotation of the actual return cost. Please note that the actual return shipping cost is not the same as the freight and courier costs originally charged to you at the time of purchase under our CAPPED PRICE DELIVERY fees.
When we receive the returned product, we notify you of receipt of the product and advise you of return shipping fee.
Return shipping to:
PULLEN SURF SKIS PTY LTD
Unit 5/14 Acacia Avenue
PORT MACQUARIE NSW, 2444
REFUNDS POLICY (IF APPLICABLE):
Following our review and determination of any claim, we will 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, your refund will be refund will be processed within 7 days of a being approved. A handling fee of up to 25% may 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.
Do not use the product in any way if you have raised a refund claim as this will void this returns policy and your refund will be rejected.
If you are approved, then your refund will be processed within 7 days of approval, the refund generally takes 2-3 business days to appear in your account.
Rejection of a Refund
In the case whereby Pullen Surf Skis determines that the damage has been caused by misuse of the product or where a product has been used in a damaged state after a refund claim has been lodged, right to a refund will be rejected.
If a refund is rejected, you will be responsible for any costs incurred to return the item back to you, as well as a handling fee of 25% of the original sale price.
Cancellation of Custom Orders
Custom orders can be cancelled however the following cancellation fees will apply:
Cancellation fee of 25%: Order cancelled WITHIN 30 DAYS from the Order Date.
Cancellation fee of 50%: Order cancelled OVER 30 DAYS from the Order Date.
The Order Date is the date in which the DEPOSIT PAYMENT was received by Pullen Surf Skis.
Our consumer guarantees do not apply if you:
- Received your order in good condition and changed your mind.
- Misused of the product which caused the damage.
- The product was sold as defective or as a Factory Second, and you were aware of the faults or defects at the time of purchase.