Refund policy

In short

Made-to-order skis can be cancelled for a full refund any time before your build begins. Once your build begins, we can't accept a change-of-mind return.
Accessories and apparel can be returned for a change of mind within 30 days, unused and in original condition.
Anything faulty, damaged in transit, or not what you ordered — we'll make it right, and your rights under the Australian Consumer Law apply regardless of anything on this page.
Every pair of skis carries a 12-month warranty against manufacturing defects, in addition to your statutory rights.

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.

Nothing in this policy limits, excludes or modifies those rights. Where this policy offers you something more than the law requires, that's in addition to your statutory rights — not instead of them.

Made-to-order skis

Every pair is built by hand to order. Materials are cut and the layup is scheduled specifically for your order, which is why the cancellation window closes once work starts.

Before your build begins: email us and we'll cancel your order and refund you in full, no questions asked.

When does a build begin? We'll send you an email with the subject line "Your skis are in production" on the day we start cutting materials for your order. That email is the cutoff. Any cancellation request we receive before it is sent will be honoured in full.

After your build begins: we can't offer a change-of-mind refund, cancellation or exchange. The materials are committed and the ski is built to your specification.

This doesn't affect your rights if the skis turn out to be faulty, aren't as described, or don't match what you ordered — see Faulty, damaged or incorrect items below.

Accessories and apparel

Change your mind within 30 days of delivery and we'll refund you, provided the item is:

unused, unworn and unwashed
in its original condition with any tags and packaging intact
accompanied by proof of purchase (your order number is enough)

Return postage for change-of-mind returns is at your cost. We recommend a tracked service — we can't refund an item that doesn't reach us. Original shipping charges aren't refunded on change-of-mind returns.

Once we receive and inspect the item, we'll process your refund to the original payment method.

Faulty, damaged or incorrect items

If something arrives damaged, arrives faulty, isn't what you ordered, or doesn't match how we described it, contact us and we'll sort it out at our cost.

Depending on the nature of the problem, you'll be entitled to a repair, replacement or refund. Where the failure is major, the choice of remedy is yours. Where it's minor, we may choose to repair the item within a reasonable time.

Transit damage: please check your delivery on arrival and let us know within 7 days if anything is damaged, ideally with photos of both the item and the packaging. Telling us early makes the freight claim much easier — but it doesn't limit your rights if you find a problem later.

We cover return shipping on any claim we accept.

12-month warranty against defects

In addition to your rights under the Australian Consumer Law, we warrant every pair of Great Divide Skis against defects in materials and workmanship for 12 months from the date of delivery.

What we'll do: if we accept your claim, we'll repair the skis, replace them with an equivalent pair, or refund your purchase price — at our election, and after inspecting the skis. Where a replacement is required, note that timber veneer is a natural material and grain and colour will vary between pairs.

What you need to do to claim: email us within the warranty period with your order number, a description of the problem, and clear photos. See How to make a claim below.

Who pays: we cover the cost of return shipping to us and shipping back to you for any claim we accept. If we inspect the skis and the issue isn't covered by this warranty, we'll contact you before doing anything further — you'd be responsible for return postage back to you, and we'll quote you for any repair before proceeding.

What this warranty doesn't cover

Normal wear and tear, including base scratches, edge wear, topsheet marks and gradual colour change in the timber veneer from UV exposure
Impact damage — rocks, rails, boxes, hard landings, collisions and similar
Damage caused by misuse, neglect, or use outside the intended purpose of the ski
Damage from improper storage or transport, including prolonged damp storage, heat, or direct sunlight
Damage arising from binding mounting, remounting or removal performed by anyone other than us or a qualified ski technician
Damage arising from tuning, base or edge repair, or any structural modification performed by a third party
Skis used in a commercial rental fleet
Skis purchased second-hand — this warranty is offered to the original purchaser and isn't transferable

If something falls outside this warranty, you may still have rights under the Australian Consumer Law. Get in touch either way and we'll look at it properly.

How to make a claim or start a return

Email greatdivideskis@gmail.com with:

Your order number
What the problem is, or that you'd like to return an accessory
Photos, if it's a fault or damage claim — including a wide shot and a close-up

Please don't send anything back before contacting us. We'll confirm the return address and, where we're covering the cost, arrange the postage.

Refunds

Approved refunds go back to the original payment method used for the order. We'll process the refund within 5 business days of approving it. Your bank or card issuer may take a further 3–10 business days to show it in your account.

We'll email you once the refund has been processed.