WATERMAN STORE NZ

Returns and Refunds Policy

At Waterman Store NZ, we strive to deliver top-quality products and ensure a seamless shopping experience. Before making your purchase, please take a moment to review this policy so you understand your rights and our procedures in compliance with New Zealand Consumer Law.

Change of Mind

We do not accept returns or provide refunds, exchanges, or store credits for change-of-mind purchases. This includes situations where:

  • The product is no longer required.
  • An incorrect item is chosen.
  • You simply decide that you no longer want the product.

Please carefully consider your purchase before completing the transaction, as we are unable to accommodate change-of-mind returns.

Sale and Discounted Items

All sale items are final and are not eligible for returns or exchanges. However, we may, at our discretion, offer a store credit for certain cases. Store credits will only be granted under specific conditions and are not provided for change-of-mind returns.

Consumer Guarantees & Faulty Products

In accordance with New Zealand Consumer Law, you are entitled to a remedy if a product is faulty, defective, or not fit for its intended purpose. If you find any issues with your product, we will assist you in resolving the matter, which may include:

  • Product repairs.
  • Replacements (with the same or a similar item).
  • A refund (if the issue cannot be resolved).

To begin the process, please contact us within 10 business days of receiving your product. Include your proof of purchase and, where possible, provide photos of the issue to expedite the claim.

Warranty Information

Some products, including Race One Surf Craft, are covered under a manufacturer’s warranty. Refer to the specific warranty terms provided with your product. For warranty claims, proof of purchase is required.

Product-Specific Warranty Terms

Race One Surf Craft

Warranty covers defects in materials or workmanship under normal consumer use.

Damage due to impact, misuse, heat, or rough conditions. Misuse, damage from extreme conditions (waves, rough use, etc.), storage damage (e.g., tiedowns), and second-hand purchases.

Surfboards

Warranty covers manufacturing defects such as delamination, material flaws, or build defects.

Damage due to impact, misuse, heat, or rough conditions inherent to surfing.

Wetsuits

Covers faults resulting from manufacturing defects, excluding general wear and tear.

Misuse, extreme conditions, improper storage, or wear and tear.

Paddles

Covers defects in material and workmanship.

Breaks or snaps due to misuse or rough use.

Accessories (Fins, Leashes, Pads, etc.)

Warranty covers defects in materials and workmanship.

Damage due to misuse or wear from rough sport conditions.

Returns and Refunds Process

  • Product Condition: Products must be returned in their original, unused condition unless the issue is related to a manufacturing defect.
  • Return Shipping: Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
  • Refunds: Once approved, refunds will be processed to the original payment method, and this may take up to 7 business days to reflect in your account.

Exchanges for Surfboards and Race One Surf Craft

  • Exchanges are allowed for Race One Surf Craft and Surfboards only if the product is in perfect, unused condition and with proof of purchase.
  • Customers are responsible for returning the product to us, and original shipping charges may be taken into account when deciding on the exchange.

Warranty Claims Process

To make a warranty claim, please contact us at sales@watermanstore.co.nz and provide the following information:

  1. Your order number or original invoice.
  2. Product details.
  3. Photos and a description of the issue.

Our team will assess your claim and inform you of the next steps. Please do not return the product until you have received confirmation from our customer service team.

Damaged in Transit

We recommend purchasing freight insurance to cover any damages that may occur during shipping. If your product arrives damaged, please notify us immediately so we can resolve the issue.

Important Disclaimers

  • Misuse & Rough Conditions: Waterman Store NZ cannot accept responsibility for products damaged due to misuse, rough conditions, or accidents. Surfboards and surf craft, including Race One Surf Craft, are susceptible to damage under harsh conditions.

Contact Information

If you have any questions regarding our returns policy or warranty claims, please contact us:

  • Returns: sales@watermanstore.co.nz
  • Warranty Claims: sales@watermanstore.co.nz