30 days
From delivery to return an eligible unused item.
A$300
Restocking fee per approved change-of-mind return.
7–10
Business days to issue your refund after approval.
Changed your mind? Here is what qualifies, what it costs and how to start a return.
We want you to feel confident about your PORTL setup. The change-of-mind conditions below apply to eligible unused products. Faulty goods and consumer guarantee claims are handled separately.
01. What can be returned
Returns are accepted within 30 days of receiving your PORTL product. Contact us promptly to arrange authorisation and return within that window. To qualify for a change-of-mind return, it must come back as supplied.
Eligible
- Returned within 30 days of delivery.
- In original, unused condition.
- Packed in the original boxes and protective packaging.
- Complete with all supplied components, hardware and accessories.
Not eligible
- Used, launched on the water or operated.
- Damaged after delivery.
- Missing components.
- Returned without its original packaging.
If you are considering a change-of-mind return, keep the kayak, drives and electrical equipment unused and retain the packaging. These conditions do not apply to your statutory remedies for faulty goods.
02. Restocking fee
A$300, deducted from your refund.
A restocking fee of A$300 including GST applies per approved change-of-mind return. It covers inspection, repackaging and preparing the returned product for resale.
The fee does not apply to a warranty claim or a return under Australian Consumer Law for faulty, unsafe or misdescribed goods.
03. Return shipping and your responsibility
For a change-of-mind return, you arrange and pay for the return journey.
- Pack the product carefully so it reaches us in its original condition. Use a reputable carrier with tracking and suitable protection for the shipment.
- You are responsible for the cost of return freight and damage caused during return transport you arrange, subject to any rights you have under law.
- Original outbound shipping charges already paid are not refunded for a change-of-mind return.
- Contact PORTL for the correct return address and any special transport instructions. Do not send equipment to the warehouse without authorisation.
We arrange delivery within Australia by quote, subject to service availability at your postcode. Confirm freight arrangements with PORTL before payment.
Do not send a lithium battery through an ordinary parcel service without approved transport instructions. Damaged or defective batteries may need specialist handling.
04. How to start a return
- Contact us. Email portlkayaks@gmail.com or call 0470 483 980 and tell us what you want to return.
- Provide proof. Include your order details, reasonable proof of purchase, and photos of the item and its original packaging so we can check change-of-mind eligibility.
- Receive authorisation. We will confirm the return instructions, address and any required transport arrangements.
- Return the product. Arrange tracked shipping to the address provided, with all components securely packed.
Return authorisation helps us arrange assessment. It does not prevent you from exercising your consumer guarantee rights.
05. Your refund
We receive it.
Your return arrives at the address we provided.
We inspect it.
We check that it is unused, complete and in its original condition.
Refund issued.
For an approved change-of-mind return, we issue the refund to your original payment method within 7–10 business days of approval, less the A$300 restocking fee and non-refundable outbound freight.
Bank or payment-provider processing may affect when the funds appear in your account.
If a change-of-mind return arrives used, damaged or incomplete, we will explain why it is ineligible. It will not qualify for a change-of-mind refund, and we will arrange its return to you at your expense after confirming the freight cost. Faulty-goods claims are assessed separately.
06. Faulty items and warranty claims
The change-of-mind conditions above do not limit your rights for a faulty, unsafe or misdescribed product.
- PORTL offers five-year manufacturing-defect cover for moulded hull sections and one-year cover for components, consumables, pedal drives and the electric motor system, as detailed in the warranty.
- Normal wear is different from a manufacturing defect. Consumable items can still have a manufacturing fault.
- You do not need the original packaging for a consumer guarantee claim. No A$300 restocking fee applies to a warranty or consumer guarantee remedy.
- For a confirmed covered fault, PORTL will arrange an appropriate remedy and cover eligible reasonable return costs as required by law.
Read the PORTL warranty or contact us with your order details and a description of the problem.
07. Your consumer rights
This policy adds to your rights under Australian Consumer Law. It does not replace or limit them, including for accessories and any item without a separate voluntary warranty.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The 30-day window, unused-condition rules, original-packaging requirement and A$300 restocking fee apply only to change-of-mind returns. They do not restrict your remedies for a faulty product.