Returns & Refunds
The short version
Every sail we sell is made to order for your boat, so we don't accept returns for change of mind. But if your sail is faulty, arrives damaged or isn't what you ordered, we'll put it right. That's a promise from us, and it's also your right under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In practice, that means:
- Major failure (for example, the sail is unsafe, significantly different from its description, or has a problem that means you wouldn't have bought it had you known): you can choose a refund or a replacement.
- Minor failure: we'll repair the sail or replace it, at our choice, within a reasonable time.
If you're outside Australia, you may also have rights under your local consumer laws.
When we'll repair, replace or refund
- Manufacturing defect: a problem with the materials or workmanship, such as failed stitching, a seam or patch coming apart, or hardware pulling out under normal use. See our Warranty for full details.
- Not what you ordered: we built the wrong sail, the wrong size, or not to the specifications you confirmed with us.
- Damaged in transit: your sail arrived damaged. Please photograph the packaging and the sail and contact us as soon as possible, ideally within 7 days of delivery, so we can take it up with the carrier.
What isn't covered
- Change of mind, including deciding you'd prefer a different cloth, colour or sail type.
- A sail that doesn't fit because the measurements or details you supplied were wrong. Contact us anyway: we can often alter the sail, at your cost.
- Normal wear and tear, and damage caused by accidents, misuse or storage. See our Warranty.
How to make a claim
- Email hello@sails.online with your order number, a description of the problem and clear photos.
- We'll reply within 2 business days and may ask for more photos or measurements.
- If we need to inspect the sail, we'll tell you how to send it back. For accepted claims, we cover reasonable return shipping costs.
- Once we've confirmed the problem, we'll repair, replace or refund as set out above.
Refunds
Refunds are paid to your original payment method. If you paid with Klarna, Klarna will adjust your payment plan. Card refunds usually take 5 to 10 business days to appear, depending on your bank. We refund the price of the sail and, where the problem is our fault, the original shipping cost. We can't refund import duties or taxes charged by your country's customs authority, but we'll provide paperwork to support a duty refund claim where your customs authority allows one.
Cancelling an order
You can cancel before design work starts for a full refund. After design work starts, and before cloth is cut, you can cancel and we'll refund what you've paid less the reasonable design and administration costs we've incurred. Once cloth is cut, an order can't be cancelled for change of mind. Full details are in our Terms and Conditions.
Repairs and alterations
Sail damaged, or need it altered? We repair most sail types. Email hello@sails.online with photos and we'll give you an honest assessment of what's worth repairing.
Contact
Kraken Sails Pty Ltd trading as Sails.Online
93 W Fyans St, Newtown VIC 3220, Australia
Email: hello@sails.online