Bay Sports Returns & Refund Policy
You are entitled to a refund within 30 days of purchase. Your satisfaction is our number one priority, so if for whatever reason you aren't entirely satisfied with the purchase, you can return the kayak 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.
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.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Your refund will be submitted on our end within 2 business days of a refund being approved. A 10% handling fee may apply for 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.
If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Custom orders can be cancelled however a 20% cancellation fee applies once an order is confirmed and deposit or payment made.
Orders which have Free Shipping and are returned, the order will be refunded less our actual shipping cost that was incurred to ship out your order. For example, an inflatable kayak with free shipping that is return 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 (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.
If you’ve done all of this and you still have not received your refund yet, please contact us at support.baysports.com.au.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us via support.baysports.com.au for approval. Once approved you can organise a pre arranged time to make the exchange at our warehouse.
Loading Dock c/o Bay Sports
6 Woods Close
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 he will find out about your return.
If you need to exchange it for the same item, contact us via support.baysports.com.au . Our team will reply back with detailed instructions and issue you a Return Number for you. To return your product, you should courier/drop off your product to the following address, quoting your full name, contact details, and return number:
Loading Dock c/o Bay Sports
6 Woods Close
Ensure you include your Return Number as the reference to avoid any delays e.g. CN01234
You will be responsible for paying for your own shipping costs for returning your item. 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, please notify our team of this when submitting your Support Ticket. Our team will advise you of the actual return courier costs. 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 $69 delivery as Bay Sports covers the rest of the cost, to make kayak delivery affordable for everyone. As a result, return courier cost per kayak will usually be $100+ for most metro area, 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. The refund generally takes 2-3 business days to appear back to your payment method.