Returns & Refunds

Your rights under the Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If goods we sell you are faulty, not as described, or unfit for their normal purpose, you are entitled to a remedy. Depending on the fault, that may be a repair, replacement or refund.

This page covers both those legal rights and our voluntary 30-day change-of-mind returns.

Faulty, damaged or not-as-described goods

Contact us as soon as you notice a problem. Email info@coastalsports.co.nz, call (03) 319 5028, or bring the item into our Kaikōura store with proof of purchase.

  • Tell us what is wrong and include photos where helpful.
  • We will assess the issue and arrange a remedy under the Consumer Guarantees Act.
  • If we ask you to return an item because it is faulty, not as described, or unfit for purpose, we pay the reasonable return freight.
  • If an item arrives damaged in transit, please photograph the packaging and the product and contact us within 48 hours of delivery so we can sort it with the courier.

Change-of-mind returns (30 days)

If you simply change your mind, you can return most unused products within 30 days of purchase for a full refund of the product price or an exchange.

Change-of-mind returns must meet all of these:

  • Returned within 30 days of the purchase date
  • Unused and in the same condition as when you received them
  • In the original packaging, with tags still attached
  • Proof of purchase (receipt or order confirmation)

You can return in store at Coastal Sports, Kaikōura, or post the item back to us. For change-of-mind returns, you pay the return delivery cost unless we agree otherwise. We do not accept cash-on-delivery (COD) returns.

Return address:
Coastal Sports
24 Westend
Kaikōura 7300

Sale or clearance items follow the same change-of-mind rules unless the product page or receipt clearly says final sale.

Surfboards — change of mind

Our 30-day change-of-mind policy does not apply to surfboards. Board volume, buoyancy and how a board feels in the water are a personal choice. Advice we give about skill level, fitness or riding style is guidance only — the decision to buy rests with you.

We will not accept a change-of-mind return, exchange or refund because a board feels like it has too much or too little volume or buoyancy after purchase.

Your Consumer Guarantees Act rights still apply. If a surfboard is faulty, damaged on arrival, or not as described, contact us and we will arrange a remedy.

Surfboard delivery rates and conditions are on our Shipping Info page.

What change of mind does not cover

  • Surfboards (volume, fit or preference — see above)
  • Items that have been used, worn in the water, or used outdoors as intended
  • Items without tags, original packaging or proof of purchase
  • Gift cards (except where the law requires a remedy)
  • Hire equipment (covered by our hire terms)
  • Items marked final sale

These exclusions apply to change of mind only. They do not remove your rights for faulty or misdescribed goods.

How to start a return

  1. Email info@coastalsports.co.nz or call (03) 319 5028 with your order number and reason for return, or bring the item into the Kaikōura store.
  2. We will confirm whether it is a change-of-mind return or a Consumer Guarantees Act claim, and what happens next.
  3. Do not post an item back until we have confirmed the return, so we can tell you the right address and freight arrangement.

Refunds and exchanges

Once we receive and inspect a return, we will process an exchange or a refund of the product purchase price to your original payment method within a reasonable time. Original outbound shipping is non-refundable on change-of-mind returns unless we agree otherwise. For a Consumer Guarantees Act claim, we will discuss the appropriate remedy with you.

Contact

Coastal Sports Limited
24 Westend, Kaikōura 7300, New Zealand
info@coastalsports.co.nz · (03) 319 5028