1 Purpose & Scope
This Policy sets out how Carbon Yachts Pty Ltd (ABN 71 666 574 670) – trading as Ride Awake Australia – handles requests for repair, replacement or refund for Awake‑branded jetboards, eFoils, batteries, chargers, hand controllers and genuine accessories purchased through rideawake.com.au or directly from an authorised Ride Awake sales representative within Australia.
2 Final‑Sale Principle
All Awake products are sold final sale. We do not accept change‑of‑mind returns or provide refunds once an order has been dispatched. Please choose carefully before completing your purchase.
3 Your Australian Consumer Law (ACL) Rights
Nothing in this Policy limits or excludes your statutory rights. Under the Australian Consumer Law (Competition and Consumer Act 2010 (Cth) Schedule 2)), products come with guarantees that cannot be excluded. If your Awake product fails to meet these guarantees, you are entitled—at a minimum—to a repair, replacement or refund depending on whether the failure is minor or major.
3.1 Major Failure
If a product has a major failure (as defined by the ACL) you may choose a refund or replacement. Evidence (photos, video or inspection) will be required so we can assess the claim.
3.2 Minor Failure
For minor faults we will, at our option, repair the product or supply identical or equivalent replacement parts.
4 How to Make a Warranty or ACL Claim
Email: team@rideawake.com.au with:
• order number or proof‑of‑purchase
• serial number (if applicable)
• clear description of the issue and supporting photos/video.
Our support team will acknowledge within 2 business days and may request additional diagnostics.
If a physical inspection is required we will issue a Return Merchandise Authorisation (RMA) and shipping instructions. Items returned without an RMA may be rejected.
5 Shipping Costs
Approved warranty/ACL claims: we cover reasonable freight both ways.
Unauthorised returns / items found not faulty: you are responsible for all transport costs and may be charged an inspection fee.
6 Assessment & Remedy Timeframes
We aim to assess returned goods within 10 business days of receipt and to complete repairs or send replacements within a further 10 business days subject to parts availability.
7 Non‑Returnable / Non‑Refundable Items
Because of safety, performance and hygiene considerations, the following Awake items are non‑returnable except where ACL applies:
Batteries and battery chargers
Custom‑coloured or personalised boards
Consumables (e.g. lubricants, protective films) once opened
8 Limitation of Liability
Except as required by the ACL, Carbon Yachts’ liability is limited to the remedies described in this Policy. We are not liable for indirect or consequential loss arising from the use of Awake products.
9 Contact
Ride Awake Australia (Carbon Yachts Pty Ltd)
1856 Pittwater Road, Church Point NSW 2105, Australia
Phone: (02) 9979 6612
Email: team@rideawake.com.au
