Last updated: 9 October 2026
The short version
Custom sails are made for your boat, so we don’t accept returns for change of mind. Unused stock items from our online shop can be returned within 30 days. And if anything we supply 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.
Stock items from our online shop
Stock (non-custom) items can be returned within 30 days of delivery if they’re unused and in their original condition and packaging. Email us first so we can confirm the return. You pay the cost of returning a change-of-mind item, and we refund the item price once we’ve received and checked it.
When we’ll repair, replace or refund
- Manufacturing defect: a problem with the materials or workmanship. See our Warranty.
- Not what you ordered, or doesn’t fit because of us: we built the wrong sail, the wrong size, or not to the design you approved, or it doesn’t fit because of our measurements or production.
- Damaged in transit: 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 on a custom sail, 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 sales@krakensails.com 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. Card refunds usually take 5 to 10 business days to appear, depending on your bank. We refund the price of the item 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? Email sales@krakensails.com with photos and we’ll give you an honest assessment of what’s worth repairing.
Contact
Kraken Sails Pty Ltd (ABN 40 679 602 512)
93 W Fyans St, Newtown VIC 3220, Australia
Phone: 0488 010 407 (+61 488 010 407)
Email: sales@krakensails.com