CK | Pol | Returns & Refunds

Returns & Refunds Policy

You have the right to cancel most online orders within 14 days of receiving your goods, without giving a reason.

To start a return, please email help@conwykayaks.co.uk with your order number and the item you wish to return. You then have a further 14 days from telling us you wish to cancel to send the item back.

Returned items must be unused, complete and returned with all original packaging, accessories and instructions. Please take reasonable care of goods while they are in your possession. We may make a deduction from your refund if an item has been used or handled beyond what is necessary to inspect it.

Return postage is the customer’s responsibility where an item is unwanted or was ordered in error. For large items, including rigid kayaks, please contact us before arranging return transport so that we can confirm the appropriate method.

If your item is faulty, damaged, or incorrect, please contact us as soon as possible at help@conwykayaks.co.uk with your order number and photographs where appropriate. We will assess the issue and arrange a suitable remedy, which may include a repair, replacement or refund.

Once we receive the returned goods, or evidence that they have been sent back, we will process your refund within 14 days. Refunds are made to the original payment method and include the cost of standard outbound delivery. Where a premium delivery option was selected, we will refund up to the cost of our standard delivery service.

This policy does not affect your statutory rights.