Returns
Everyone hates the faff of returns, no doubt. We ulimately want you to be happy with the item you bought, first time so if you're unsure
please do reach out to us and we'll be happy to share our expertise and advice to help you
get it right first time. The best way to reach out is via out livechat, by clicking the icon in the bottom right hand corner.
If you are wanting to swap items, then you need to place a brand new order on our website for the new item. This ensures the fastest possible turn around for you.
If you do need to return your items then please package the items up carefully with a returns form and send them to:
Returns
Go Kayaking North West
Marina Village
Preston Brook, Runcorn
Cheshire
WA7 3DW
You are responsible for the shipping cost and safe packaging of any items that were ordered that are no longer wanted. We need you to fill in the returns form, which is included in your package and is also available to download at the top of this page. This is really important to include in your return so we know who we are refunding. We recommend that you use a service which is tracked and signed for. It is ultimately your responsibility to get the item to us and we can not be responsbile for any items lost or any additional shipping cost. You are also welcome to drop the items off at any of our stores for a full refund to your original payment method.
Once we have received your items we will process your refund via
your original payment method subject to the following conditions:
- You must notify us within 14 working days by post, email or telephone of your intention to do this.
- The product must be unused, with their original tags.
- The products are in pristine condition with no scuffs, dirt, marks, pet hair or other contaminants
- We reserve the right to refuse to refund if we require further proof of identity. You must be the original purchaser.
- You are responsible for any return postage unless the item was sent to you incorrectly
- We can not refund the original shipping cost to you
The returned item must be in the same condition we sent it to you in, usually brand new with no contaminants and still with its original tags. We could reject the return, or take a re-stocking fee if the returned item is not in the same condition as we sent it.
For copywright we can not accept returns on DVDs and Books.
Items that are inteded as PPE can only be returned under very strict conditions. Everything must be returned exactly as it was sent with packaging and labels in tact. We can not accept a return if the packaging comes back squashed, or if the items look like they've been tampered with. Items considered PPE are:
- All Buoyancy Aids
- All Helmets
- Slings, Karabiners & Pulleys.
- Throwlines & Towlines
We can not accept returns on ex demo, 2nd hand or used kit is sold as seen and can not be returned. If you are buying any items that are used please ensure you are happy with the condition before purchase and you are welcome to request more photos.
Warranty:
If you think your product might be defective and wish to claim a warranty then please notify us by email with detailed pictures of the defect & your receipt as well as a detailed description of the defect. Usually manufactureres will require the product back for inspection. In which case it is the customers responsibility (including cost) to get the item back to us, or the manufacturer. Refunds for postage can not be given, regardless of whether the warranty is successful or not.
You wll be charged shipping to send goods back to you, regardless of whether the warranty was successful.
Replacement item, or warranty items can be collected or dropped off in store free of charge.
Most manufacturers will first look at if a feasible repair can be done to the item before decided whether to replace. The manufactureres decision is final.
If the manufacturer decides to repair the product for a cost that cost will be passed onto the customer. We will endeavour to ensure that you are informed of the cost before any work is done, or we will quote you before sending the item off.
We always try to get a warranty turned around within 2 weeks but this varies dependant on supplier.