1. Your Australian Consumer Law rights
Australian Consumer Law (ACL) protections apply automatically and cannot be removed by this policy. They apply to eligible purchases, including custom-made craft and sale items.
Products must meet the applicable consumer guarantees, including acceptable quality, safety and durability, an acceptable appearance and finish, matching their description or sample, and suitability for a purpose you made known to us where the law requires.
There is no blanket 7-day, 14-day or 12-month cut-off for faulty goods claims. The period for exercising particular rights depends on the law and circumstances, including the product, its price and expected useful life.
2. Faulty goods: repair, replacement or refund
Major failure: you may reject the product and choose a refund or replacement where the ACL gives you that right. A major failure can include an unsafe product, a significant difference from its description, or a serious problem that would have stopped you buying it had you known. It can also include a product that cannot serve its usual or agreed purpose and cannot readily be fixed within a reasonable time.
You may instead keep the product and claim compensation for its reduced value. An ACL refund is not replaced with store credit without your agreement, and is not reduced for normal use before the fault became apparent.
Minor failure: CTC may first provide a free repair within a reasonable time. If we cannot or do not fix it within that time, you may have further rights, including a refund, replacement or reimbursement of reasonable repair costs incurred elsewhere.
You may also claim compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee. This policy does not exclude that entitlement.
3. Change of mind and custom orders
We do not offer change-of-mind returns on surf skis, racing mals, nipper boards or other custom-made products. This applies when the product meets the agreed order and you simply no longer want it. It does not apply to a fault, an incorrect product or another failure to meet a consumer guarantee.
For full-price, non-custom accessories, contact us within 14 days of delivery to request a change-of-mind return. Accessories must be unused, in their original packaging and accompanied by proof of purchase. We will arrange the return and refund the item price after checking its condition. For these voluntary returns, you pay return freight and original delivery charges are not refunded. Sale accessories are excluded from this change-of-mind offer only.
For changes or cancellation before delivery, contact us promptly. We will discuss the production stage and any applicable, lawful terms agreed when you ordered. This policy does not introduce an automatic deposit forfeiture or cancellation charge.
Your approved measurements, colours and specifications help us build the right craft. Approval of a design or a request to discuss non-SLS compliance does not waive your consumer rights.
4. Damage, wear and care
A problem caused by misuse, collision, unsuitable storage, neglect or a later modification is not itself a manufacturing defect. We assess the cause and circumstances rather than automatically rejecting a claim because a craft has been used, raced, repaired or modified.
Ordinary wear is different from a product failing prematurely. Cosmetic issues are also assessed against the quality, description and finish you were entitled to expect. Unrelated damage does not automatically remove your rights for a separate defect.
5. Tell us about a problem
- Email info@ctcsurfcraft.com or call 0404 501 738.
- Provide reasonable proof of purchase, such as an invoice, order confirmation or relevant payment record.
- Describe the issue, when you noticed it and your preferred resolution. Photos or video are helpful where practical.
For damage noticed on delivery, contact us as soon as practicable and keep packaging or photographs if available. There is no mandatory 48-hour notification deadline, and original packaging is not required for an ACL claim. Stop using the craft if it may be unsafe.
We may reasonably inspect the product before deciding the appropriate remedy. We will explain the next steps and deal with your claim within a reasonable time. A return reference helps us coordinate the process; it does not determine your legal entitlement.
6. Returning a faulty product
Contact us before sending a large craft so we can organise suitable handling. For faulty skis or boards that cannot reasonably be returned without significant cost, CTC will arrange collection or pay the reasonable return transport costs as required by the ACL.
For smaller items you can readily return, keep your freight receipts. If the fault is confirmed, we reimburse reasonable return costs. If assessment finds no fault, any proposed collection or inspection costs will be explained and reasonably estimated beforehand. We do not impose a blanket transfer of transit risk to you.
Refunds are made using the original payment method unless we agree otherwise. Any delivery charges or other amounts refundable under the ACL are included; the change-of-mind freight rules do not limit those rights.
7. Separate warranties and further help
Any express warranty supplied with your purchase is additional to your ACL rights. Its expiry does not automatically end those rights. This returns policy does not create a separate fixed-term manufacturer’s warranty or replace a warranty already supplied.
If you purchased through an independent retailer, you can seek the applicable supplier remedies from that retailer. You may also contact CTC about any rights you have against us as manufacturer.
If we cannot resolve your concern, you can contact your state or territory consumer protection agency. Read the ACCC’s repair, replacement and refund guidance for further information.