• Kitesurfing, Wing Foiling & SUP Lessons
  • Queensland’s Most Experienced Instructors
  • Sunshine Coast & North Brisbane
+61 491 212 996 [email protected]
  • Kitesurfing, Wing Foiling & SUP Lessons
  • Queensland’s Most Experienced Instructors
  • Sunshine Coast & North Brisbane

Refund policy

Return Period & General Conditions

We offer a 30-day return policy from the date you receive your item. To be eligible for a return, items must be:

  • Unused and in original condition - no wear, damage, or modifications
  • Complete with all original packaging, tags, and accessories
  • Accompanied by receipt or proof of purchase

To initiate a return, contact us at [email protected] with your order number and reason for return. Once approved, we'll provide return shipping instructions and a return authorization number.

Important: Items returned without prior authorization will not be accepted.

Damages & Quality Issues

Please inspect your order immediately upon receipt. Contact us within 48 hours if you receive:

  • Defective or damaged items
  • Incorrect items
  • Items missing components

We'll evaluate the issue and arrange for replacement or refund at no cost to you.

Non-Returnable Items

The following items cannot be returned:

Equipment & Gear

  • Kites that have been flown or used (safety and liability reasons)
  • Custom or special order items (personalized gear, special sizes)
  • Sale, clearance, or discounted items (all sales final)
  • Used safety equipment (harnesses, helmets that have been worn)

Digital & Service Items

  • Gift cards and store credit (non-refundable and non-transferable)
  • Lesson packages and coaching services (see separate lesson policy below)
  • Digital downloads (instructional videos, guides)

Health & Safety Items

  • Personal care items (sunscreen, lip balm, personal hygiene products)
  • Items that cannot be resold for hygiene reasons

Gift Cards & Store Credit

Gift cards are non-refundable. This is standard practice across the kitesurfing industry for the following reasons:

  • Gift cards function as prepaid store credit
  • They can be used for any products or services we offer
  • Lost or stolen gift cards cannot be replaced

Business Ownership Notice: Effective November 2024, Summer Salt Trust acquired the KiteThrills name and website from Active English Pty Ltd. As this was an asset purchase of the name and website only, Summer Salt Trust did not acquire the previous business operations or outstanding obligations. Gift cards issued by Active English Pty Ltd prior to November 2024 are not valid with the current KiteThrills operation. Customers holding previous gift cards should contact Active English Pty Ltd directly regarding redemption.

Lesson & Coaching Policy

Weather-Related Cancellations

  • If we cannot provide lessons due to unsafe weather conditions over an extended period (more than 30 days), and alternative dates cannot be arranged, we will issue store credit for affected lessons
  • Students will receive minimum 24 hours notice for weather cancellations when possible

Student Cancellations & No-Shows

  • 24-hour minimum notice required for cancellations to avoid charges
  • No-shows or same-day cancellations result in forfeiture of that lesson
  • Rescheduling is available with adequate notice, subject to instructor availability

Multi-Lesson Packages

  • Once lesson packages have commenced, remaining lessons are non-refundable
  • Unused lessons can be rescheduled within 12 months of purchase
  • Package transfers to other students are permitted with prior approval

Special Circumstances

We consider refund requests on a case-by-case basis for genuine emergencies or extenuating circumstances.

Processing & Fees

Return Processing

  • 3-5 business days to inspect returned items
  • 5-10 business days for refund processing after approval
  • Refunds issued to original payment method
  • Customer responsible for return shipping costs unless item was defective

Administrative Fees

  • 3% processing fee applies to refunds for online/credit card transactions
  • Restocking fee of 15% may apply to large or specialty items
  • No fees for exchanges to different sizes of the same item

Exchanges

For fastest service, we recommend:

  1. Return the original item following the process above
  2. Place a new order for the desired item
  3. This ensures immediate availability and faster shipping

Contact Information

Questions about returns?

  • Email: [email protected]
  • Include your order number and detailed description of the issue

This policy was last updated in June 2025 and supersedes all previous versions. Kitethrills reserves the right to modify this policy with notice to customers.