Canoe and Kayak Store Returns Policy
Purchases from store
If you bought goods at either of our shops you may, at our discretion, be able to return items within 14 days for a full refund, as long as they have not been used and still have the original labels attached. Please take the items back to the shop, together with your receipt. Any refund can only be made using the same method as the original transaction so if you paid by debit/credit card please take that with you also. We cannot issue refunds against clearance goods.
Your right to cancel your order
Please see our blog about reopening for details of the changes we are having to make we may affect how long we take in managing returns.
If your purchase was as a consumer online or by phone, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR) you may cancel all or part of your order, without reason, within 14 days of delivery. The regulations do not apply to any custom-made items or personalised goods.
Under the CCR regulations, you must notify us in writing within 14 days of delivery that you wish to cancel all or part of your order and then return the items within a further 14 days.
You must take reasonable care of the goods until returned and they must be returned unused, with original labels still attached and any component parts must remain unopened. Please complete our returns form and send it with the items to the address shown on that form.
Please be aware that, unless you are returning products because they are faulty or not as described, you will be responsible for any postage/carrier costs incurred in sending the goods back to us. We recommend that items being returned be sent via insured, trackable delivery for your protection. We will not be responsible for any loss or damage to them in transit.
We reserve the right to charge you, or reduce your refund, for any loss or damage in transit or if you have reduced the value of the items eg. you have worn shoes outside and scuffed the soles.
Within 14 days of receipt of the goods, Canoe and Kayak Store will give you a full refund of the amount paid for the returned item, including any standard delivery charge if applicable. Refunds can only be made using the same method as the original transaction. If you bought your item using a gift voucher, you will be issued with another gift voucher. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.
This is not intended to be a full statement of all rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Damaged or incorrectly supplied goods
On receipt, you should check all items against your order. If any items are damaged on delivery or incorrectly supplied, please contact us as soon as possible by phone or email and we will endeavour to rectify the problem as soon as possible. Please complete our returns form and send it with the damaged or incorrect items as soon as possible to the address on the form. We will then send you the replacement goods and refund any postage costs you incurred returning the items. Refunds can only be made using the same method as the original transaction. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.
Please see our blog about reopening for details of the changes we are having to make which may affect how long we take in managing returns.
If you wish to exchange your purchase for a different size/colour you must notify us within 14 days by email or telephone of your intention to do this and have a further 14 days to return the goods. Please complete our returns form and send it with the relevant items(s) to us at the address on the form. The item must be unused, undamaged and with original labels still attached. Please note that you are responsible for any return postage. We will not be responsible for any loss or damage in transit.
We reserve the right to make a £4 charge to cover the costs of sending the replacement items. Large items such as kayaks and paddles may incur a higher charge that will be agreed with you. Payment for this must be provided before we send out the replacement item. This charge does not apply if you collect the replacement goods from Canoe and Kayak Store.
For international orders the charge will vary depending on the current cost of delivery to that country. For an accurate price please contact us before returning the item.
In the case of warranty returns this charge will be waived as long as the returned goods are clean and free from dirt to comply with current Health and Safety Regulations.
If we are unable to supply the replacement items we will refund you the full amount paid for the item, including any standard delivery charge, using the same method as the original transaction.
Custom-made or personalised items, DVDs and books are not returnable unless defective.
Returning faulty goods
Under the Consumer Rights Act 2015 goods ordered at home must be as described, fit for purpose and of satisfactory quality. If any of the goods supplied by us fail to meet any of those criteria you have the right to reject them for a full refund. This right must be exercised within a 30 day period from the date you purchased the goods. If we fail to deliver within that 30 day period, or by a later date as agreed with you, you also have the right to cancel for a full refund. After 30 days you will not be entitled to a full refund if the product develops a fault.
If you wish to reject goods under this Act, please complete our returns form and send it with the items to the address shown on that form. If the goods are faulty we will contact you to arrange a repair or replacement.
Refunds will be for the item purchased plus any delivery charge that may have been made and will be by the same method as the original purchase.
All of the above does not affect your statutory rights.
Updates to our policy
This policy was last updated on 29 March 2019.