Return Policy

Request Authorisation First

Before returning anything, email support@roakewaka.com with your order number and the reason for your return to request a return authorisation. We will confirm whether the item qualifies and give you the correct return address and instructions.

Returns sent without prior authorisation may be delayed or unable to be processed.

Condition and Packaging

To be accepted, returned items must be in their original condition with all original packaging, manuals, parts and accessories included. Change-of-mind returns must be unopened and unused with seals and tags intact.

Please pack the item securely so it is protected in transit. We recommend keeping the original outer carton where possible.

Return Shipping and Responsibility

For change-of-mind returns, you are responsible for arranging and paying for return shipping, and the item remains your responsibility until it reaches us. We recommend a tracked and insured service.

Where the return is because an item is faulty, was sent in error, or arrived damaged, we will cover reasonable return shipping costs and arrange the return method with you.

Large and Bulky Items

Large items such as inflatable boats, kayaks and stand-up paddleboards need special handling for return. Please do not ship a large item back before contacting us, as we may need to arrange a specific carrier or collection.

Large inflatables that have been opened and inflated cannot be returned for change of mind unless they are faulty, in line with our Refund Policy.

Items That Cannot Be Returned

Some items cannot be returned for change of mind once opened, for the hygiene and safety reasons set out in our Refund Policy.

• Opened or used lifejackets and buoyancy aids.
• Opened or used wetsuits and neoprene garments.
• Opened or used snorkel masks and mouthpieces.
• Inflatables that have been opened and inflated, unless faulty.

Inspection and Processing Time

Once your return arrives, we inspect it to confirm it meets the conditions of this policy. Inspection is usually completed within a few business days of receipt.

If the return is approved, we process any refund to your original payment method via Stripe. The time for funds to appear in your account depends on your bank or card issuer, typically 5 to 10 business days after processing.

Your Statutory Rights

This policy does not limit your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993. Where a product is faulty or not as described, your statutory remedies apply.

Contact

For return enquiries, contact ROAKE WAKA LIMITED at support@roakewaka.com. This policy is effective from 31 May 2026 and is governed by the laws of New Zealand.