Store Policies



Big Fish Kayaks regards customer privacy as an important part of our relationship with our customers.

The following privacy policy applies to all Big Fish Kayaks users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact the Manager at


In order to use the Big Fish Kayaks website, we may require information from you in order to provide the best service possible.

Correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Information may be collected by Big Fish Kayaks from correspondence from you or your company via the telephone, e-mail, mail, fax or directly through our website.


Any details collected from a Big Fish Kayaks customer is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded so to provide service references, and to assist in our staff development.


The security of your personal information is important to us.

When you enter sensitive information, such as credit card numbers on our website, the information is encrypted using secure socket layer technology (SSL).

When Credit Card details are collected, we simply pass them on in order to be processed as required.

We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at


If you’re personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at


Big Fish Kayaks uses personally identifiable information for essential communications, such as e-mails, accounts information, and critical service details.

We may also use this information for other purposes, including some promotional e-mails.

If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.


Big Fish Kayaks may at its discretion use other third parties to provide essential services on our site or for our business processes.

We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Big Fish Kayaks does not share any information with third parties for any unknown or unrelated uses.


We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


Links on the Big Fish Kayaks site to external entities are not covered within this policy.

The terms and conditions set out in this privacy statement only cover the domain name of


If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.

We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by e-mail, or by means of a notice on our homepage.




We take all reasonable steps to maintain the security and integrity of your personal information and to protect your personal information from misuse, interference and loss and unauthorised access, modification or disclosure.


Protecting your personal and order information is a priority to us at Big Fish kayaks and we take all reasonable measures to do so.  

As such we use Secure Sockets Layer (SSL) technology – Our On-line Ordering system is the industry standard for encryption technology – to protect your online order information.

SSL encrypts all information including your credit card and personal information passed from you to  

Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.  

However, Big Fish Kayaks recommends that you take appropriate security precautions when you access the internet via public WI-FI networks or shared computers. 


We use Pay Pal powered by Braintree, as our secure online payment gateway.

Pay Pal powered Braintreeand processes online transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. 

To find out more on Braintree by Pay Pal and their security policies, click here.




At Big Fish Kayaks we want you to be totally satisfied with our products and services.

There may be times when you will need to return a product purchased from one of our stores.

Our Returns Policy is designed to assist you with your return quickly and easily.


In the first instance, please contact us to discuss your issue.

We offer a replacement, credit or refund where products have a major failure, such as:

-         When they are faulty,

-         Wrongly described, or

-         Do not do what they are supposed to.

We do not offer returns for:

-         Changing of your mind,

-         Goods damaged, misused, or not used in accordance with recommendations,

-         Goods damaged or missing in transit.

We also do not offer returns for the following specific products:

-         Clearance items,

-         Sale items,

-         Special orders unless defective, or

-         2nd Quality, Demo, or ex-display stock.

All items shipped from Big Fish Kayaks are inspected prior to shipment.

Big Fish Kayaks works hard to insure that our customers receive their orders undamaged, and can assist you in filling a claim, but our responsibility for damage ends when the carrier accepts the shipment.

Therefore it is important to quickly file claims with the carrier to insure that your claim can be documented for later reimbursement where applicable.

Please read the carrier's policy for these claims.

To find out more information regarding our shipping carriers, click here.


a) Information required by you to complete a return

We will require the following information from you to complete your return 

-          The product must be in the same as new condition as it when it was purchased.

-          The product must be returned with All manuals, accessories, packaging, product tags and stickers (ie not removed).

-          Your personal details including:

o    Your name

o    Your address

o    Your e-mail address

o    Your phone number

-         A copy of the original receipt.

-         Provision of any extra information we may need to process your return.

-         Photos of your product.

b) Expenses: 

Any expenses relating to the return of your product to Big Fish Kayaks is to be paid by you.

A 20% restocking fee is applicable on kayaks and other kayak accessories nominated as non standard/bulky items.

We will pay for return freight for any product assessed to have had a major failure.

c) Arranging your return


Due to the sizing/bulk of a lot of our products, Big Fish Kayaks require that you contact us so that we can co-ordinate the return of your product.

We will provide you a Returns Form via e-mail for you to fillout and return prior to accepting your return.

d) Shipping of returned products

For all returns, we request that you use the following couriers:

(i) Non Bulky/Standard sized items

Non Bulky/Standard sized items include kayak accessories and fishing gear less than 5kg.

Shipping carrier:         

Australia Post

Phone:    13 76 78


Our returns address is as follows:

Big Fish Kayaks

PO Box 212

Narangba QLD 4504


1. We request that you provide us with a copy of the tracking number for the shipment. If we do not receive the package, we cannot issue the refund.

2. We require you insure the package.

(ii) Bulky/Standard sized items

Bulky/Standard sized items include recreational and kayak packages and kayak accessories greater than 5kg.

Shipping carriers:        

Hunter Express

Phone: 13 22 52


 e-Go Couriers


Our address for returns are as follows:

Returns are to be delivered to the Hunter Express/e_GO freight depot at Pinkenba, Brisbane, Queensland for our collection.

Big Fish Kayaks

Phone:                         +61 (0) 497 532 648



1. We request that you provide us with a copy of the tracking number for the shipment. If we do not receive the package, we cannot issue the refund.

2. We require you insure the package.


We may need to assess your product to determine whether a replacement, repair, or refund is appropriate.

Certain products may need to be sent to or reviewed by the manufacturer or their nominated repair agent such as:

- Kayaks

- Certain kayaks accessories

- Electronic components

- Custom orders

Products assessed as having a minor fault will generally be repaired and returned to you within a reasonable time.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired.


We will notify you via e-mail of your refund once we have received and processed your returned item.

You can expect your refund in the same form of payment originally used usually within seven (7) to fourteen (14) business days of your notification.


We will not be able to offer you a refund, replacement, or repair if you:

- Substantially modify the product

- Misuse the product contrary to user instructions, intended use or packaging labels

- Simply change your mind.


If you feel that your rights under the consumer law or our Returns Policy have not been met, please forward your concerns to or in writing to:

Big Fish kayaks

PO Box 212

Narangba QLD 4504



1. Overview

The warranty is applicable to the original retail purchaser (“Consumer”), Big Fish Kayaks warranted against material or manufacturing defects in the hull and deck for one (1) year from date of original purchase of the kayak and one (1) year from date of original purchase for kayak accessories and fishing gear.

The kayaks original installed parts, accessories, and outfitting are warranted for a period of one (1) year against material or manufacturing defects from the date of purchase. 

Kayaks, sold as “2nd Quality”, “Demo” , “Ex display stock”    as indicated on the purchase invoice,  Big Fish Kayaks provides this limited warranty for three (3) months for the hull and deck and three (3) months for parts, accessories, and outfitting. 

This limited warranty is only valid with the purchase of a Kayak, kayak accessories and fishing gear from the Big Fish Kayak Website, other approved website or from an authorised Big Fish kayak dealer.

This warranty is non-transferable.

2. Warranty Registration

The warranty registration form must be completed online within 30 days of original purchase to be activated.

As part of the warranty conditions, you must keep your original sales receipt should it be required in the future for proof of purchase as part of a warranty claim.

3. Warranty Claims

If you have a problem with your kayak and you suspect that it may be due to defective materials or workmanship, contact Big Fish Kayaks or the nearest dealer to arrange to have the problem inspected.

The Consumer is responsible for delivery to, and pickup from, Big Fish Kayaks or the closest authorised  dealer including all shipping and handling fees.

If the Big Fish Kayaks or authorised  dealer's inspection indicates a defect that is attributable to materials or workmanship, Big Fish Kayaks will repair or replace your Big Fish Kayaks free of charge at the company's option. 

Proof of purchase such as a sales receipt will be required.

If repairs or evaluation are required by Big Fish Kayaks, the Consumer will be responsible for all shipping and handling fees.

Big Fish Kayaks retains the right to satisfy warranty via repair or replacement of products or of components deemed defective.

In addition, Big Fish Kayaks reserves the right to replace original kayaks or equipment with comparable current products.

4. Limitations and Exclusions

This limited warranty does not apply to:

- Normal wear and tear and aging of product.

- Kayaks damaged by extreme weather or environmental conditions.

- Kayaks damaged used in the surf/ocean.

- Kayaks damaged while in possession of a freight carrier, a dealer, Consumer, or any party other than Big Fish Kayaks.

- Kayaks damaged by accident, neglect, improper use or handling.

- Kayaks that have been towed by power or sail boats.

- Kayaks designated as Prototypes.

- Kayaks sold as “as is” condition.

- Kayaks determined to have been used for any activity other than an activity which is customary for the product.

- Kayaks that have been structurally or dimensionally altered or modified.

- Kayaks used for commercial or rental purposes.

- Colours may vary slightly from those shown on the website or advertising material.

Colour combinations will vary slight due to manufacturing processes, resulting in unique colour pattern for each kayak produced. 

This limited warranty excludes all other warranties, expressed or implied, including implied warranties of merchantability and fitness for a particular purpose, with regard to Big Fish Kayaks.