Product Warranty Information
All our brands and manufacturers provide a warranty against defects and workmanship. Each new product sold by Paddle Oulet is covered by the individual manufacturer's warranty. (Please check the manufacturer's website for information regarding their specific warranty policy.) The manufacturer will make all warranty decisions.
If your product is over 12 months old, we cannot repair or replace it under warranty. However, we can provide suggestions for repair companies or offer replacement parts. Please contact us for further assistance.
Product Fault Assistance
1
Determine whether the damage should be covered by warranty.
See the list of examples above, and contact us by email or phone to discuss your issue. We will always do our best to get you back on the water quickly.
2
Email photos, and a copy of your receipt over to us
As long as the receipt shows the purchase was within the manufacturers warranty period, and there is nothing to void your cover, you should be all good.
3
Arrange the return
The initial cost of the return is for the customer to cover, however please ensure these costs are discussed with Paddle Outlet staff as should the warranty be accepted these costs may be covered up to a reasonable amount. If a return is sent without prior discussion on returns costs with Paddle Outlet staff there will be no covering of these costs. In an increasing amount of cases we now ask for proof of destructions rather than return to take a greener and more cost effective approach where the manufacturer allows us to.
Common Issues & Easy Fixes
1
Loose or leaky valve
Your product might have been in its box for few months across a few oceans. The valve can rotate loose since the QC test. If you have a leak, tightening this up and testing with soapy water is the best thing to check first. If the valve has a fault, we can FedEx a new one quickly.
2
Mis-aligned bladders
Only an issue in covered boats, such as ZPro Tango or Aquaglide Chinook, whilst in their box during transit the bladders can move a little within the skin. Upon inflation this might make the kayak look a little mis-shaped. This is easy fixed by a careful inflation procedure. Sides first, then floor, and walking up and down the kayak during inflation.
3
Folding marks on high end products
If you have invested in a Duratex boat like the Aquaglide Chelan, Spinera Hybris, or BOTE Lono, this high end material is super tough. One of the features of the material is short term folding marks, it will have small white creases during first inflation, these will disappear over the first few paddles and is not a graphical blemish but a feature of the materials strength. Click here for a little more detail.