Common customer service questions and answers

Returns, Exchanges and Refunds

If the item you have purchased is an item that we normally stock (wasn't specially ordered specifically for you), then you may return the item as long as it is still "as new" and in its original packaging. The value you paid for the item will be returned to you or applied towards another item or held as a credit in our system at your request. If the item was specially ordered for you, you may not change your mind once it has arrived. If the goods are faulty we will be very happy to meet our obligations under the Consumer Guarantees Act. Refunds do not apply to the cost of shipping as long as the goods have been shipped - if the item was shipped, this is a service that was requested, supplied and cannot be returned.

When will my credit card payment be processed?

Credit card payments will be processed upon shipping for all but special order items. Special order items require a 1/3 deposit prior to our ordering the item. In these cases, a 1/3 deposit will be made when the order is placed, and the remainder of the payment will be made when the item is shipped. Custom products that are made to order are created on a pre-pay basis. A common example of such products are Saracen kayaks that are made to customers' specifications and are made in the order that requests and payments are received.


Different manufacturers provide different lengths and procedures for warranty items - normally one year from original purchase date. If anything that you purchase through PaddlerZone is defective in workmanship or materials, please contact us immediately, so we may assess the fault and if determined to be a proper warranty claim, replace or repair the item at our discretion. Accidental damage, chlorine/bleach damage, and all other wear-and-tear is not covered by manufacturers' warranty, so please do not be disappointed if your warranty claim is turned down when the fault is caused by anything other than a manufacturing defect. Warranties are an assurance of quality, not an insurance program.

Let us know how we are doing

If you have any suggestions, comments, questions, complaints or praise we want to hear from you. Please contact us through any of the means listed at the bottom of each page, or visit the contact & location page for more detailed information on how to visit our store in Christchurch.