Refund Policy

Cancelling an Order Before Dispatch

You can cancel an order at no cost any time before it has been dispatched. Email support@roakewaka.com as soon as possible with your order number and we will cancel it and refund your payment in full to your original payment method via Stripe.

Because we aim to dispatch within 1 to 3 business days, please contact us quickly. If your order has already been dispatched when you ask to cancel, it is treated as a return under our Return Policy, and the change-of-mind conditions below apply.

14-Day Change-of-Mind Refund

If you change your mind after delivery, you may request a refund within 14 days of receiving your order, provided the product is unopened, unused and in its original sealed packaging with all tags and seals intact.

Change-of-mind refunds cover the price of the product. Original and return shipping costs are generally not refundable for change-of-mind requests. See our Return Policy for how to return the item.

Hygiene and Safety Exclusions

For health, hygiene and safety reasons, certain items cannot be refunded for change of mind once their seal or packaging has been opened, because they are worn against the body or are safety-critical.

• Lifejackets and buoyancy aids, once opened or used.
• Wetsuits and other neoprene garments worn against the skin, once opened or used.
• Snorkel masks and mouthpieces, once opened or used.

Inflatables Once Opened and Inflated

Inflatable boats, kayaks and stand-up paddleboards cannot be refunded for change of mind once they have been opened and inflated, unless the item is faulty. Inflation tests the product and renders it non-resaleable as new.

This exclusion does not apply where an inflatable arrives faulty, damaged or not as described, which is covered below.

Faulty, Incorrect or Damaged Items

If a product is faulty, was sent in error, or arrives damaged, you are entitled to a remedy under the New Zealand Consumer Guarantees Act 1993. Depending on the nature of the problem, this may be a repair, replacement or refund.

The hygiene and inflatable exclusions above do not limit your rights where a product is genuinely faulty or not as described. Please contact us promptly with photos and your order number so we can resolve it.

How Refunds Are Paid

Approved refunds are issued to your original payment method via Stripe. We do not issue cash refunds or pay refunds to a different card or account.

Once a refund is approved, we process it within a few business days. The time for the funds to appear depends on your bank or card issuer, and is typically 5 to 10 business days after we process it.

How to Request a Refund

To request a refund, email support@roakewaka.com with your order number, the items concerned and the reason for your request. For faulty or damaged goods, please include clear photographs.

We will confirm whether your request qualifies and, where a return is required, provide instructions before you send anything back. Please do not return items without contacting us first.

Your Statutory Rights

This policy is in addition to, and does not limit, your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing here excludes any guarantee that cannot lawfully be excluded.

Contact

For refund 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.