Returns & Refunds
We stand behind every canoe, kayak, and accessory we make, and we want you to be 100% happy with your purchase. If something isn’t right, don’t worry—we’ll do our best to put it right. Below is a simple guide to our returns and refund process.
Returning an Item
We get it—sometimes things don’t work out. If you need to return an item, here’s how:
1: Let Us Know First
Before sending anything back, please contact us so we can discuss the best solution. We’ll provide a Returns Number, which helps our team process your return smoothly.
2: Pack It Up Securely
Items should be returned unused, in their original condition and packaging. We know it’s not always possible to repack things exactly, but a bit of care goes a long way in avoiding damage on the way back to us.
3: Send It Back
For small items, we’ll suggest the best method—usually a tracked courier service.
For larger items (like boats), we can arrange collection via our own fleet or trusted transport partners. Return costs may apply, but we’ll always be upfront and fair about this.
4: Refund or Exchange
Once your return is received and checked, we’ll process a refund or exchange within 7 days. If there’s a fault, we’ll repair, replace, or refund as appropriate.
What Can Be Returned?
Stock items (canoes, and accessories) can be returned within 14 days of receipt if unused and in original condition.
Items that arrive damaged or faulty—please let us know ASAP so we can sort things quickly.
Warranty-related repairs or replacements (see our Warranty & Repairs section for more info).
What Can’t Be Returned?
Custom or made-to-order canoes – These are built specifically for you, so we can’t accept returns unless there’s a fault.
Used or modified items – We can’t take back something that’s been paddled down a river or adjusted to suit personal needs.
Items returned without prior approval – Always contact us first before returning anything.
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