Returns Policy
Returns Policy
See our full terms and conditions for warranty, returns, and other details.
Returning a Product
If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit within 14 days of delivery for unopened products. This credit does not include delivery costs. If you are opting for a refund, 15% restocking fee is applied. You are liable for arranging the return of the product to us.
If the Product is damaged or 'Dead on Arrival' we have indicated below what you should do and how we will respond to the problem.
We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
For further assistance with product returns, please contact us.
Statutory Conditions and Warranties
Statutory conditions and warranties apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties.
For more information about your rights as a consumer, see the ACCC website at www.accc.gov.au or download a free copy of the Warranties and Refunds Guide at http://www.accc.gov.au/content/index.phtml/itemId/322947.
Damaged Products / 'Dead On Arrival'
A Karly Floats Product is considered 'DoA' if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging.
A Karly Floats Customer Service Representative will provisionally determine whether the Product is 'DoA'. A photo may be requested to assist with the assessment of your claim. Where a Product is provisionally determined as 'DoA' we will arrange to provide a full refund or a replacement product, depending on your choice.
Where we have provisionally determined that a Product is 'DoA', return shipping will be arranged at our expense.
If the Product is deemed by Customer Service NOT to be 'DoA', and is not covered by a warranty, Karly Floats may refuse to replace the Product or give you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned 'DoA' Product becomes our property. Replacement Products are provided with the same warranty as the returned Product.
When a refund is given, the returned 'DoA' Product becomes our property.
Return Authorisation - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DoA, we will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product. If the accessories are not included, only a partial refund will be applied.
Organising the Return of a 'DoA' Product
'DoA' Products must be returned whenever we agree to provide you with a refund or replace the Product.
Karly Floats will pay for returned 'DoA' Products automatically if you notify us of your claim within 30 days of delivery. Where you received a 'DoA' Product by Australia Post eParcel, we will email you a PDF voucher containing an RA which you must print and affix to the product. You must then leave the Product at any Australia Post Office.
Where you have received a 'DoA' Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.
When a Replacement Product is Arranged
* A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned 'DoA' Product.
* The delivery time for the replacement Product will be the same as stated for the original 'DoA' Product.
* Replacement Products are provided with the same warranty as the 'DoA' LD Product from the date the Replacement Product is dispatched.
Some Products - Manufacturers Warranty
Some Products sold by us are serviced and supported by the manufacturer or supplier in accordance with the warranty information provided on the listing or with the product. Items involving electronic parts require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, and the product is covered by a statutory warranty, we will replace the item, issue a refund or otherwise provide a remedy.