Policies & customer care

Last updated 21 September 2026

Shipping Policy

We currently deliver within Australia. In-stock products are paid in full with the published shipping charge during checkout. Pre-orders are dispatched from our Australian fulfilment location only after the remaining balance, confirmed shipping charge and order details have been completed. We do not ship to PO boxes or parcel lockers because paddle board kits are oversized.

Processing and delivery estimates

Yoga Cruiser Glacier Blue is in stock and is normally prepared for dispatch within 1 business day after successful payment. Other in-stock orders are normally prepared for dispatch within 1–3 business days. The estimates below begin after dispatch and are guides, not guaranteed delivery dates.

Peak periods, severe weather, carrier disruption and remote-area access can extend these estimates. We will provide tracking when it is available and contact you if we become aware of a material delay.

Shipping charges and local pickup

Shipping is charged separately from the advertised product price. Select the delivery region in the cart before payment. In-stock orders include the published shipping charge in the amount paid at checkout. For pre-orders, the selected shipping amount is recorded with the order and requested together with the remaining product balance before dispatch.

The listed rate applies per board. Hard surfboards 9 feet and longer attract an additional AUD $50 oversized-board charge. Orders containing more than one hard surfboard require an individual freight quote. A Fishing Rack shipped with an Angler Fishing board does not add a separate standard-region freight charge; a rack ordered by itself requires a quote. Products outside the published iSUP and hard-surfboard classes also require a quote.

Local pickup: collection is from Gold Coast, QLD. The exact pickup address and collection time are provided after the order is confirmed; the address is not published on the website.

Customers selecting delivery must provide a complete street address and a safe delivery location. We do not deliver to PO boxes or parcel lockers. Contact us promptly if an address needs to be corrected; changes may not be possible after dispatch.

Delivery inspection

Please inspect the outer carton and contents as soon as practical. If an item arrives damaged, incomplete or appears lost in transit, email admin@aurapaddle.com with your order number, photos and a description of the issue. This request for prompt notice does not limit your rights under the Australian Consumer Law.

Customer care

Returns & Refund Policy

30-day change-of-mind returns

In addition to your statutory rights, you may request a change-of-mind return within 30 calendar days after delivery. To qualify, the product must be unused on water, clean, undamaged, complete with all accessories, and returned in its original or equivalently protective packaging in resalable condition.

Contact us before sending anything back. If approved, we will provide return instructions. Change-of-mind return freight is paid by the customer, and original delivery charges are not refundable unless required by law. We recommend using tracked and insured transport because the customer is responsible for the item until it is received by us.

Faulty, damaged or incorrect products

If a product is faulty, damaged, not as described or incorrect, contact us with proof of purchase and evidence of the issue. We will assess the claim and provide a remedy required by the Australian Consumer Law. Where a product has a major failure, you may choose a refund or replacement. For a non-major problem, we may choose to repair the product within a reasonable time; if we cannot, you may be entitled to a replacement or refund.

Refund timing

Approved refunds are issued to the original payment method. We normally initiate the refund within five business days after approval, but your bank or payment provider may take additional time to display it.

Two-year product warranty

Our advertised two-year warranty applies to manufacturing defects under normal recreational use and is additional to, and does not replace, Australian Consumer Law rights. It does not cover ordinary wear, cosmetic damage, punctures, misuse, impact damage, improper inflation, unauthorised repair, commercial or rental use, poor storage, prolonged sun exposure, or failure to follow care and safety instructions.

Conditional production

Pre-order Policy

Production campaign targets

• Confirmed pre-orders — no minimum: all three CoastGo colours proceed without a production threshold.
• Paddle Board Launch Batch 01 — 50 boards combined: Yoga Cruiser Matte Sandstone, Eucalyptus Green and Coral White, Angler Fishing and Touring Performance contribute to one shared target, regardless of model or colour.
• Wake & Foil — 5 units per product: Vela Wakeboard, Inflatable Hydrofoil and Hydrofoil Set each enter production when that individual product reaches 5 paid units.
• Surf & Commercial — 10 boards per product: Gannet, Current, Meridian and Wayfinder each have their own 10-board target. Every size and colour within the same product contributes to that product total.

Information shown before payment

Before a live pre-order opens, its product page states the selected SKU, standard price, pre-order price, 50% initial payment, whether production is confirmed or conditional, and the estimated dispatch date. Conditional campaigns also display their target quantity, committed production count and closing date. Campaign counters include AURA PADDLE's committed production allocation plus successfully paid, non-refunded customer pre-order quantities.

Payment, incentive and confirmation

A 50% initial payment is charged when the live pre-order is placed. The AUD $50 incentive applies to each eligible pre-ordered board before the payment is divided. A successful initial payment reserves the selected product; for a conditional board pre-order it also contributes to the published target. Before dispatch, AURA PADDLE sends a separate secure payment request showing the remaining 50%, confirmed shipping charge and payment due date. Payment details are not automatically reused for the second payment. Dispatch occurs only after the requested balance has cleared. Products without a confirmed retail price remain waitlist-only and cannot accept payment.

Change-of-mind cancellation before dispatch

A customer may cancel a pre-order within 48 hours of the successful initial payment and receive a full refund of the amount paid. The cancellation request must be emailed to admin@aurapaddle.com; the time we receive the email determines whether the request is within the cancellation period.

For a conditional pre-order, a customer may also cancel for a full refund after the first 48 hours until AURA PADDLE confirms production in writing. If the applicable target is reached early, production may be confirmed early and this cancellation window will end when that written confirmation is issued. Once production has been confirmed or the order has been placed with the manufacturer, change-of-mind cancellation is not available.

Confirmed pre-orders with no minimum quantity are already allocated to confirmed production and therefore have the 48-hour cancellation period only. These voluntary change-of-mind terms do not limit any rights or remedies available under the Australian Consumer Law.

If the target is not reached

If the applicable campaign target is not reached by 30 September 2026, that campaign will be cancelled. AURA PADDLE will initiate a full refund of the initial payment to the original payment method, normally within five business days. No balance or shipping charge will be requested for the cancelled order. The customer's bank or payment provider may take additional time to display the refund.

Material changes or delays

If a confirmed production campaign experiences a material specification change or delay, affected customers will be notified and given the available options, including a refund where required by the Australian Consumer Law or the terms of the campaign.

Your information

Privacy Policy

Aura Paddle Pty Ltd respects your privacy. This policy explains how we handle personal information when you browse our website, submit an enquiry or order request, make a purchase, or communicate with us.

Information we collect

• contact and identity details, such as your name, email address and phone number;
• newsletter subscription details, including your email address, consent and the date and source of sign-up;
• product-review submissions, including your name, email address, rating, review title and review text;
• order, checkout and delivery details, including your address, selected product, colour, quantity, checkout status and any consented recovery-email status;
• communications, support requests, returns and warranty information;
• website usage data, such as device, browser, approximate location, pages viewed, referral source and analytics identifiers, if optional analytics is enabled with your choice;
• campaign information, such as UTM values and approved Google ad-click identifiers, if the relevant optional analytics or marketing choice is enabled; and
• payment status and transaction references supplied by a payment provider. We do not intend to store full payment-card numbers on this website.

How we use and disclose information

We use information to respond to enquiries, manage requested email updates, moderate and verify product reviews, publish approved review content and reviewer names, process and deliver orders, record incomplete Stripe checkouts, send a single secure checkout-recovery link where the customer expressly opted in to promotional email, connect consented campaign information with an AURA order number, measure checkout, payment and refund outcomes, provide support, prevent fraud, maintain business records, improve the website and meet legal obligations. Review email addresses are not published. We may disclose only what is reasonably necessary to service providers such as website hosting, Google Analytics and Google Cloud for consented measurement, Formspree for form delivery, AgentMail for consented checkout-recovery email, payment processors, carriers, professional advisers and government authorities where required by law.

Some service providers may process information outside Australia. Their privacy practices are governed by their own terms. We send checkout-recovery or other marketing email only where the recipient has expressly agreed. These messages identify AURA PADDLE, include our contact details and provide a straightforward unsubscribe option. We do not use checkout phone numbers for recovery SMS. Enhanced conversion matching is not currently enabled. If enabled later, it will apply only where the visitor has allowed marketing technologies and will send normalised, SHA-256-hashed customer details to Google rather than readable contact details.

Cookies and similar technologies

A cookie is a small file stored by a browser. This site also uses browser local storage for necessary functions such as retaining cart contents and remembering privacy choices. Necessary storage does not build an email list. When permitted, optional analytics can measure aggregate visits, navigation, purchases and referral sources. Optional marketing technologies can retain approved advertising click identifiers for campaign measurement.

Optional analytics and advertising storage remains off until the visitor chooses the relevant category in Cookie Settings. Consented campaign attribution stored in the browser expires after no more than 90 days. A visitor can reject optional technologies, change their choice later, or clear saved website data through their browser. Open Cookie Settings.

Access, correction, retention and complaints

You may ask to access or correct personal information we hold about you. Incomplete-checkout and recovery-email operational records are retained for up to 30 days. A one-way email suppression hash may be kept longer so an unsubscribe choice continues to be honoured. Order, tax, accounting, dispute and warranty records are retained only as reasonably necessary, then deleted or de-identified where practical.

For a privacy request or complaint, email admin@aurapaddle.com. We aim to acknowledge privacy complaints within five business days and respond within a reasonable period. If applicable and you are not satisfied, you may contact the Office of the Australian Information Commissioner.

Website and sales

Terms & Conditions

About these terms

These terms apply when you use aurapaddle.com or order products from Aura Paddle Pty Ltd. By submitting an order, you confirm that the details you provide are accurate, you are authorised to use the selected payment method, and you accept these terms.

Orders, prices and payment

All prices are in Australian dollars and include GST where applicable. Aura Paddle Pty Ltd is registered for GST. In-stock products and their published shipping charge are paid in full at checkout. For pre-orders, 50% of the displayed GST-inclusive pre-order price is paid when ordering. The remaining 50% and confirmed shipping charge are shown in a separate secure payment request before dispatch. A tax invoice is provided for completed payments. An order request is not accepted until we confirm availability, total price and the applicable payment. We may decline or cancel an order before dispatch for stock errors, pricing errors, suspected fraud, delivery limitations or legal reasons; if payment has been received, we will refund the affected amount.

Products and availability

We make reasonable efforts to display products, dimensions and colours accurately, but screens and production batches may vary slightly. Product pages identify pre-orders as either confirmed with no minimum quantity or conditional on an applicable shared or product-level 50, 10 or 5-board production target. Size and colour selections identify the ordered SKU but do not create separate targets. We may correct genuine errors or update information without notice, subject to any existing accepted order and applicable law.

Safe use

Paddle sports involve inherent risks. Customers are responsible for following product instructions, checking equipment before use, staying within stated weight and pressure limits, wearing an appropriate personal flotation device and leash where suitable, considering weather and water conditions, and complying with local laws. Children must be supervised by a responsible adult. Nothing in this section limits liability that cannot lawfully be limited.

Intellectual property and website use

Website content, branding, photographs and design are owned by or licensed to Aura Paddle Pty Ltd. You may view the site for personal use but must not reproduce, sell, scrape, interfere with or misuse it without permission.

Liability and governing law

To the maximum extent permitted by law, we are not liable for indirect or consequential loss arising from website availability or misuse of a product. This limitation does not exclude Australian Consumer Law guarantees or any liability that cannot be excluded. These terms are governed by the laws of Australia and the applicable State or Territory connected with the transaction.

Business information

Contact Details

Legal entity: Aura Paddle Pty Ltd
ACN: 697 865 759
ABN: 46 697 865 759
Customer care: admin@aurapaddle.com
Website: www.aurapaddle.com
Service area: Australia

We aim to respond within one business day. Please include your order number when contacting us about an existing order. A return address will be provided after a return is authorised; do not send returns without contacting us first.

Current offer

AUD Pricing & Expected Dispatch

Yoga Cruiser Glacier Blue 11' complete kit: in stock at AUD $749 (standard price AUD $799). The product and applicable published shipping charge are paid in full at checkout. Dispatch is normally within 1 business day after successful payment.

Yoga Cruiser Matte Sandstone, Eucalyptus Green and Coral White: standard retail price AUD $799; pre-order price AUD $749 after the AUD $50 incentive. Initial payment AUD $374.50; remaining product balance AUD $374.50. These three colours remain in the shared 50-board campaign, with estimated dispatch on 30 November 2026.

Angler Fishing: standard retail price AUD $1,099; pre-order price AUD $1,049 after the AUD $50 incentive. Initial payment AUD $524.50; remaining product balance AUD $524.50.

Touring Performance: standard retail price AUD $1,299; pre-order price AUD $1,249 after the AUD $50 incentive. Initial payment AUD $624.50; remaining product balance AUD $624.50.

CoastGo complete kit: all three colours have a standard retail price of AUD $349 and a confirmed pre-order price of AUD $299 after the AUD $50 incentive. Initial payment AUD $149.50; remaining product balance AUD $149.50. No minimum quantity applies; estimated dispatch is 30 October 2026.

Hydrofoil Kit Set: standard retail price AUD $1,499; pre-order price AUD $1,449 after the AUD $50 incentive. Initial payment AUD $724.50; remaining product balance AUD $724.50.

Conditional pre-order campaigns close on 30 September 2026, with estimated dispatch on 30 November 2026. Dispatch dates are estimates rather than guarantees; customers will be notified of material changes or delays. Transit time begins after dispatch. Shipping is additional and included in the secure remaining-balance request before dispatch.

Products without a confirmed retail price collect enquiries or waitlist interest only. Their AUD $50 pre-order incentive and 50% initial-payment checkout will activate only after the standard retail price has been confirmed and displayed.