Aroona ensures that your surfboard or SUP is wrapped with cardboard around the rail, nose and tail and then packaged into a specifically sized tough shipping cardboard carton. Fins and accessories included with the board will either be packaged in a separate accessory box or attached to the board packaging itself. Be sure to check the packing thoroughly before discarding appropriately.

Courier

Aroona has courier options for delivery of your goods, or you can coordinate your own pick-up from our warehouse in Sydney. By selecting a courier, you are agreeing that the ownership of your ordered products occurs when Aroona transfers the goods into the possession of your selected courier.

Check and Inspect

Check and inspect all surfboards upon delivery for damages to the outer/inner packaging and the board prior to signing the delivery receipt.

When receiving your delivery, we recommend that you inspect the packaging and the packaged goods to ensure no damage has occurred during transit. Once you have signed for the delivery, you are confirming that the goods have been delivered in good condition. If the goods are damaged during transit, make sure to clearly identify this on the delivery receipt. Failure to do so will prevent you from claiming for damaged goods while in transit. As an example, note any crease, bend or tear visible on the packaging. i.e. “All boxes have visible damage” should be written on the delivery receipt.

Freight Insurance

Aroona Surf highly recommends purchasing freight insurance in order to have your item covered if transit damage does occur.

If you purchased freight insurance with your order, Aroona Surf insures you against any damage that occurs during transit except where such damage is excluded.

The insurance is limited to the sum specified on the customers receipt from purchasing the goods.

Exclusions:

- Damage caused by delay;

- Damage caused by your misconduct, or intentionally caused by you or any other person acting with your expressed or implied consent;

- Damage caused by wear and tear, ordinary leakage, ordinary loss in weight or volume or inherent vice;

- Damage caused by the nature of the Goods;

- Damage caused by theft;

- Damage caused in instances where an authority to leave is given;

- Damage caused by legal seizure of the Goods;

- Reduction in value of the insured Goods due to repairs; or

- Re-delivery fees for the insured Goods

Claims conditions

When damage occurs which may give rise to a claim, you must take all reasonable and necessary steps to avert, prevent or minimise the damage. 

If you receive your consignment damaged, but the damage is not apparent at the time of initial delivery, then you must submit a claim no later than 2 days from the date of your delivery.

In the event of an eligible claim, Aroona Surf have the discretion of settling the damage by repairing, replacing the insured good or payment to you. The outcome for damaged goods will depend on the severity of damage.

Contact and Returns

Returns are not allowed without an issued Return Authorisation number from Aroona. Aroona will issue you a Return Authorisation Number and will coordinate the pickup of the damaged item. Items returned to Aroona without a Return Authorisation number will be denied.

All damages need to have a photo of the damage and serial number from the bottom of the board.

Please have this ready before you call customer service.