Terms & Conditions

Canoe and Kayak Store Terms & Conditions

  1. Terms and Conditions of Sales
  2. About Canoe and Kayak Store
  3. Contact details
  4. Law, jurisdiction and language
  5. Pricing and product accuracy
  6. Opening an account
  7. How to place an order
  8. Acceptance of your order
  9. Payment
  10. Gift Vouchers
  11. Delivery within the UK
  12. International shipping
  13. Changes to your order
  14. Age restricted products
  15. Your right to cancel your order
  16. Damaged or incorrectly supplied goods
  17. Exchanges
  18. Returning faulty goods
  19. Price promise
  20. Complaints


1. Terms and Conditions of Sales

Purchasing products from this site is governed by the following terms and conditions. By accessing the site, you agree to be bound by them. Please read them carefully as they contain details of current regulations governing online shopping. We recommend that you print a copy and keep them for your records. These terms and conditions do not affect your statutory rights. We reserve the right to change, without notice, any information on this site including our terms and conditions.

We are committed to giving you the best possible service at the best prices. Hopefully, you will find all the information that you need on this website. If you need further information or advice please email or call us and we will be happy to chat about your needs and point you in the right direction. We are totally impartial and appreciate that good, sound advice means that you will come back again and recommend us to your friends.

2. About Canoe and Kayak Store

Canoe and Kayak Store is a trading name for Outdoor Active Limited, a company registered in England, registration number 3933782. Registered address:  Damery Works, Woodford, Berkeley, Glos GL13 9JR. VAT no 752 9010 43.

3. Our Contact Details

Canoe and Kayak Store
Damery Works
GL13 9JR

Tel: 01454 261058

Email: sales@canoeandkayakstore.co.uk

4. Law, jurisdiction and language

Your use of this website and any contract entered into through the website shall be governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales. All contracts shall be concluded in English.

5. Pricing and product accuracy

While we make every effort to keep the website as accurate and up to date as possible, errors can be made regarding prices, product specification, colours etc.

Images of products are for illustrative purposes only.  There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays and lighting conditions.

If we find that the price quoted is wrong, we will inform you immediately and give you the option of confirming your order at the correct price or cancelling the order and getting a refund in full.

All prices are displayed in pounds Sterling, inclusive of VAT where applicable. Prices exclude any delivery charges which will be charged at the rate applicable at the date you place your order. Please see the sections on delivery within the UK and international deliveries.

All special offer prices are subject to availability and at the discretion of Canoe and Kayak Store. Promotions and promotional prices are temporary and can be withdrawn at any time at our discretion

Weights, sizes, dimensions and capacities shown on the website are approximate only.  Product specifications are provided by the manufacturers and, while we make every effort to ensure their accuracy, we cannot be held responsible for any errors.

All items are subject to availability.  We will inform you as soon as possible if the product you have ordered is not available and we may offer an alternative product of equal or higher quality or value.

We reserve the right to withdraw the sale of a product at any time.

6. Opening an account

You can open an account with us or checkout as a guest. Whichever method you choose, you will need to provide us with certain personal information in order for us to process your order. This information will be retained by us.

Please see our Privacy, Security and Cookie Policies for more information on how personal information will be used and stored.

You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by going into Your Account.

When you open an account, you will be asked to set up a password. It is your responsibility to maintain the confidentiality of your password and account information. Canoe and Kayak Store shall not be held liable for any loss which may arise as a result of any failure by you to protect your password. Should you become aware of, or suspect, any unauthorised use of your password or account, please contact us.

 7. How to place an order

Please take a look through the website. When you see something that you wish to buy which is shown as either ‘in stock’ or ‘we’ll order this in’, click on ‘add’ which will add it to your basket. If an item is shown as ‘we’ll order this in’ although not currently in stock, we are usually able to get these items from our suppliers within a few days. After we receive your order, we will let you know when we expect to receive any of these items and if that date is not acceptable to you, we will cancel your order and refund you.

You can access your basket at any time by clicking on the basket symbol near the top right-hand side of a page, when you can view or amend your order.

When you have finished adding to your basket, click on "Begin Checkout", select your delivery area and payment method, then enter your email address and either open/sign in to your account or checkout as a guest. Here you also have the option to be included on our marketing list. You may opt out of this list at any time. If you are an existing customer, please log in to be able to use any reward points you may have accumulated.

If you have selected PayPal as your payment method, you will be redirected to the PayPal website to authorise payment. All PayPal transactions are subject to the PayPal Privacy Policy.

If you have chosen to pay by card, you will be prompted to complete your billing address, which must be the address where your card is registered.

If you would like your order delivered to a different address eg. your work address, check the box, click ‘continue’ and enter the delivery address details. Some deliveries will require a signature on receipt so please ensure that there will be someone available to take delivery at the given address. Click ‘continue’.

The order confirmation screen will show you the details of your order, the delivery address and payment method selected. Please enter any special delivery instructions or messages in the box, for example if you need the item by a certain date. Click ‘continue’.

If you have a Canoe and Kayak Store gift voucher, please contact us by telephone. You will be unable to check out using a gift voucher as a payment method.

You will then receive an email confirming your order.

 8. Acceptance of your order

Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us.  Our acceptance of your order will take place only when we despatch your order.  Prior to despatch, Canoe and Kayak Store has the right to decline an order for any reason, including legal and regulatory reasons.

We will notify you by email as soon as possible to acknowledge that we have received your order.  The duration of our contract with you will start from the earlier of the date we contact you to arrange delivery and the date we despatch your order, and last until the last day of your right to cancel.

If we cannot supply you with the product you ordered, and an alternative product is not suitable or acceptable to you, we will not process your order, inform you of this in writing (including email) and refund you in full as soon as is reasonably possible.

If fulfilment of an order would be illegal or unlawful, including by reason of breach of export controls or sanction rules, Canoe and Kayak Store has the right to cease to fulfil the order at any time, including after notification to you that the order has been received and is being processed.  You acknowledge that  Canoe and Kayak Store shall incur no liability in such circumstances.

9. Payment

We accept payment in Sterling by credit/debit card or PayPal. The only cards that we do not accept are American Express and Diners Club. Credit card payments are processed by SagePay.   

All orders are charged to your card or PayPal account on completion of the checkout process. Please note that if you pay by card, when you enter the card details, the address given must be the one at which your card is registered. By completing the payment details you confirm that the credit or debit card being used is yours. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given. 

We also request a telephone number to be used in case of a query with your order.

When you enter your card details it is through a secure webpage headed "https". Our checkout process uses Verified by Visa and Mastercard®SecureCode™ . Card details are not held on our computers. No charges will be made to your card other than for the goods that you have ordered and at the prices at the time of ordering.

If there is a problem with your payment we will email or call you as soon as we can.

10. Gift Vouchers

You can use gift vouchers to purchase goods online or in store. You cannot exchange gift vouchers for cash. If the total value of the goods purchased is higher than the amount of the voucher, the excess can be paid by other means. If the total of the goods purchased is less than the value of the gift voucher, the balance can be redeemed against subsequent orders. You may not use gift vouchers to discharge indebtedness on an account.

When you redeem gift vouchers online you will be required to give the serial number of the voucher.

If you have to return goods you have purchased using a gift voucher, you will be issued with another gift voucher.

Gift vouchers cannot be returned or refunded. Canoe and Kayak store will not accept liability if they are lost, stolen or damaged.

Gift vouchers do not have an expiry date.

11. Delivery

Please see our blog about reopening for details of the changes we are having to make which may affect the delivery of your order.

Delivery charges and timescales vary depending on the item ordered and the delivery address. During the checkout stage of the ordering process, you will be asked to select from the shipping methods which are available. Any charge will be shown added to your order.


Delivery within the UK

For single orders under £50.00 we charge £4.95 for delivery by Royal Mail Parcel 48. You can pay extra for Royal Mail Parcel 24 or DPD Next Day delivery. Delivery is free for Standard Shipping option for single orders totalling over £50 delivered to a single address in mainland UK. Some exclusions apply; see below.

Deliveries to Northern Ireland, Highlands and Islands (including Isle of Wight) are not included as mainland UK for delivery purposes. We will check with our carriers prior to delivery and may contact you by email or telephone if further carriage charges are necessary. You will have the opportunity to accept or cancel the order.

The term “Highlands and Islands” is a list of postcodes determined by the carriers that we use (DPD, DX and Parcelforce). 

Some items, such as composite canoes and kayaks, cannot be sent with a carrier as they may get damaged in transit. In such cases, we will inform you by email or telephone as soon as possible to make alternative arrangements. This may involve carriage charges which will be agreed prior to delivery. If you collect the goods, any delivery charges will be refunded.

Our aim is that orders received by noon Monday – Friday will be shipped that day. However, this is subject to the item being in stock at our Gloucestershire warehouse. Delivery should be one to three days from shipment depending on the goods sent and the delivery address.

Most large products, such as boats and paddles, are sent by carrier and will require a signature on receipt. We will contact you prior to despatch to agree the best delivery date. Delivery may be any time between 8am and 6pm. Deliveries to remote areas, particularly Highlands and Islands, where the carriers quote 3 to 5 days, are not guaranteed.

If there is nobody available at the delivery address to accept delivery a card should be left. Depending on which carrier was used, they may attempt delivery the next working day. However, this and any subsequent deliveries may incur a charge. Alternatively, they may give details of how to arrange redelivery or the address from where the parcel can be collected. We accept no liability if the delivery is not made due to the recipient not being available. If the recipient fails to collect the parcel or arrange redelivery in good time the goods will be returned to us and a charge will be made for redelivery to that or an alternative address.

In the event that you select a business address for delivery, we shall be deemed to have delivered the order to its intended recipient by delivering it to the reception area of the business address.

Small orders will be sent by Royal Mail. This may be first class, second class or Recorded Delivery, which will require a signature, depending on the size, weight and value of the order.

If you require delivery by a particular date, please let us know and we will contact you if we are unable to meet your deadline.

We reserve the right to change this delivery charge policy at any time and without notice.

Where the supply of your product is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

12. International Shipping

Our standard charge for international deliveries is £15 to £20 however this is for small items only. There may be an additional charge for larger or more valuable items. We recommend that you contact us by email or telephone for a quoted delivery charge before placing your order. Orders will be sent either by post or with a carrier and usually require a signature on receipt.

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK.  Canoe and Kayak Store reserves the right to define what can and cannot be delivered to which destination.

Purchases will be made in Pounds Sterling.  International credit card providers or banks will determine the exchange rate and may add additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Please be aware that if an order is cancelled for any reason, we will refund in Pounds Sterling which may mean that you will not be refunded the same amount as the original charge in your currency.

Products are sold on a delivery duty unpaid basis.  The recipient may have to pay import duty or formal customs entry fee prior to or on delivery.  Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

If you are ordering from outside the EU and the goods are to be delivered to outside the EU, then the items are not subject to VAT.  Your shopping cart will reflect this.  All sales to individuals within the EU are subject to VAT.  If you are a VAT registered company within the EU, then please contact us to arrange buying VAT free.

We cannot guarantee that we will accept orders from countries outside the UK.

13. Changes to your order

If your order has not been dispatched, you may be able to make changes to it. Any changes to your order must be notified to us in writing as soon as possible and may affect the delivery timetable or cost. You will be charged at the current price on the day you amend your order. Please email any changes to sales@canoeandkayakstore.co.uk.

14. Age-restricted products

The purchase of certain products made available on the website are subject to age requirements specified by law. We are not permitted by law to supply these products to individuals who do not satisfy these age requirements and, if you are underage, you must not attempt to order these products through the website.

In particular, please note that age restrictions apply in the UK to the purchase of knives. By placing an order for a knife you confirm that you are aged 18 and over.

15. Your right to cancel your order

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 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 30 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 30 days of delivery that you wish to cancel all or part of your order and then return the items within a further 30 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, which will have been sent with your order, 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 30 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.

16. 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, and in any event within 30 days, 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.

17. Exchanges

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 30 days by email or telephone of your intention to do this and you then have a further 30 days to return the goods. Please complete our returns form and send it with the relevant items 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.

18. 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.

19. Price Promise

If you find the price of one of our products for less elsewhere we will try our best to match it for you. Please ensure you check shipping costs before asking to match our competitors’ prices. For us to agree to price match the item for you, it must be in stock in the exact same size and colour you require and you must state the name of the company you are price matching with. 

20. Complaints

If you have a complaint, please call our Gloucestershire store on 01454 261058 and we will endeavour to resolve the issue.

If we are unable to resolve your complaint, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at https://webgate.ec.europa.eu/odr. If you decide to use this service please use the email address sales@canoeandkayakstore.co.uk, when completing the form.


Updates to these terms and conditions

These terms and conditions were last updated on 20 May 2019. Please check back regularly to keep informed of updates.