Refund policy

ZET-KAYAKS UK REFUND AND RETURNS POLICY
1. Your right to cancel your order
2. Damaged or incorrectly supplied goods
3. Exchanges
4. Returning faulty goods

1. YOUR RIGHT TO CANCEL YOUR ORDER
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. If you are returning a kayak please contact us to discuss the best way of getting this back to us. If you are returning a part, 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 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. they are marked in any way.
Within 14 days of receipt of the goods, we will give you a full refund of the amount paid for the returned item, including any delivery charge if applicable. Refunds can only be made using the same method as the original transaction. Please note that refunds to cards can often take 2 – 3 days to appear on your 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.

2. 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 14 days, by phone or email and we will endeavour to rectify the problem as soon as possible. In the case of parts, please contact us or complete our returns form, if applicable, and send it with the damaged or incorrect items as soon as possible to our contact address stated above. 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 cards can often take 2 – 3 days to appear on your account.

3. EXCHANGES
If you wish to exchange your purchase for a different 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 contact us to arrange for the return of a kayak, which must be unused and undamaged. Please note that you are responsible for any return delivery costs. We will not be responsible for any loss or damage in transit.
We reserve the right to make a £4.95 charge to cover the costs of sending replacement parts. Kayaks are charged at £40. 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.
In the case of warranty returns this charge will be waived.
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 are not returnable unless defective.

4. RETURNING FAULTY GOODS
Under the Consumer Rights Act 2015 goods ordered by phone or online 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 your order 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 contact us to discuss the procedure. 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.