I think we all can agree - policies such as these typically sound a bit intense, and even a little intimidating. As you read below, please just keep in mind that when issues with orders arise, they're not enjoyable for anyone, on either side.
We know that unfair, one-sided policies only lead to unneeded, energy-draining stress, frustration and resentment. We happen to really like stress-free, high-energy lifestyle, which means this...
✔ We are NOT in the Business of Treating People Unfairly.
✔ We REFUSE to Make Sales/Money, at Someone Else's Expense &/or by Taking Advantage of People.
✔ We can't speak from personal experience on this one, but we just ASSUME that running a business which Profits from Shady, Unethical "Policies" (insanely-high "restocking fees", unnecessary "order cancellation fees", just to name a few) would be nothing short of a Relentless, Career-Long, Brain-Decimating Head-Ache, most definitely leading to Chronically-High Blood Pressure & a For-Sure Early Grave.
The policies below serve more as an "outline" or "guide", so past, present and future customers have an idea of what to expect, should anything unexpected takes place.
We're really not so "cut & dry". Very, very few scenarios are exactly alike, which is why we evaluate everything on a case-by-case basis, so we can make the best judgement-calls.
Returns
We understand that things happen, minds can change.. and sometimes, an item(s) is no longer needed and returning it is the best solution!
The Bottom Line Here is.... we want you to be happy with what you ordered. When returns happen, we always try our best to work with each customer on a personal, case-by-case basis in order to provide the best solution for the specific situation.
In the event that you would like to return a purchased item, please contact us, first, and please do not ship the item back until we give the go-ahead. Below, we've outlined 2 basic, generic return situations, along with an idea of how they would likely be handled -
SCENARIO #1: We Messed Up, Defective/Damaged Item, Missing Parts, etc...
If the return is due to an issue/mistake on our end (ex: you received the wrong item, missing/damaged parts, defective item, etc.), we (of course) will cover the return shipping cost and will work with you on processing your refund, exchange, etc.
We will not hold you financially liable for our mistake.
SCENARIO #2: You No Longer Want / Need the Item, and Would Prefer a Refund...
In a scenario where you received your item(s) in expected condition, but just decided you no longer want/need it/them and would prefer to return -
In most of these cases, to be eligible for a return, your item must still be New, Unused,and in the same condition that you received it. It must also be in the original packaging. In other words, the product must be considered to be able to be re-sold as new.
If the item in question meets this criteria, we will provide you with a "Return Authorization" number, and a return shipping address. In a scenario like this, return shipping costs are the responsibility of the customer.
Once we receive your return in its expected condition, we will issue a refund to your order's original payment method, and you will receive an email confirmation.
Your Total Refunded Amount will be: YourOriginal Payment Amount...
- minus Our Original Cost of Shipping to You,
- minus 2.9% of the Total Amount you paid for your order*
*For partial-returns, the 2.9% only applies to the items being returned and/or refunded.
**Please understand - we do not keep this 2.9% to line our pockets. This fee is charged to us by payment processors in order to process your payment, and it does not get refunded to us by them in the event of a cancelled order/refund.
*EXAMPLE: You're returning a kayak. You received exactly what you ordered, and there's nothing wrong with it and/or with your order, but you'd like like to return it.
For numbers sake, let's say...
- Your "Original Payment Amount" = $1,000
- You cover the return shipping back to us
- Our original cost of shipping to you = $200
Once we receive it back in expected condition, you are refunded your original payment amount, minus our original cost of shipping to you, minus 2.9% of the total amount you originally paid for your order ($29, in this example).
In the end, the amount refunded back to you would be $771
($1,000 - $200 - $29)
Lastly-
In very rare cases, a return may be subject to a small restocking fee. The amount of this fee is solely determined by factors such as, the item ordered/being returned, the manufacturer of that item, the time of year/season, etc.
*If your return is/may be subject to any kind of restocking fee, we will definitely let you know upfront & beforehand!
If you're considering returning an item, and have Any Questions at All about any of the above information & how it pertains to your specific case, please reach out and we will be happy to go through it with you!
Damages
Kayak Creek must be notified by you within twenty-four (24) hours after receipt of all damaged products and shortages. Please inspect the packaging of your item(s) for damage and missing parts IMMEDIATELY when they arrive. If you notice any damage, make note of it when signing for delivery. When you sign the delivery form, you are releasing the shipping carrier of liability and are stating that you received your package in great condition and with all parts included. If damages are reported after the shipping carrier leaves, it can make it very difficult to recoup any losses from damages.
If your item(s) do arrive damaged, please contact us immediately, and send photos to returns@KayakCreek.com and we will process an insurance claim on your behalf. In the rare case that there is extensive damage to the package (ie: like a fork lift hole in the side of the item), reject the delivery and contact us immediately. If you reject a delivery for cosmetic (something that impairs the boat's appearance but not its function) reasons, because you changed your mind, or for any other reason besides extensive damage, be aware that you may be held liable for freight charges (both to you and back to us), restocking fees etc.. These charges also apply if the item is shipped back to us due to a failed delivery. If your item arrives damaged or defective, do notuse it. Failure to promptly follow these instructions could result in our inability to help you (the customer) resolve this issue without loss to you.
Cancellations & Refunds
We understand that unexpected things come up, so we always work with people as best we can. If you cancel an order before it is shipped & we have already processed your payment, you may be liable for the payment processing fee incurred on our end (2.9% of total order amount). In this scenario, you will be refunded for your order, minus the 2.9%.
Please understand - we do not keep this to line our pockets; this fee is charged to us by payment processors when we process your payment and it does not get refunded to us by them in the event of a cancelled order/refund.
If you decide to cancel your order after it has already shipped, you (the buyer) will also be responsible for actual shipping costs to you and back to the manufacturer. You will also be liable for the payment processing fees incurred on our end (2.9% of total order amount).
Refunds will only be issued to the original credit card that you use when placing your order. Depending on your financial institution, refunds may take up to 1-2 weeks to return to your account. We typically see refunds be returned in less than 1 week, but this depends on your financial institution and is out of our control.
Order Changes
If you change your mind after placing an order, we will try our best to accommodate your request. If the order is past the point of change, you are subject to the same terms as a cancelled order (above).
Please be sure to review your order and be comfortable with it before purchasing.
Warranty's
Most of our products come with a manufacturer's warranty. In most cases, if the item you ordered has an issue, malfunction, etc. after it has been used, it is handled as a warranty situation. In ALL cases, we do as much as we can to help resolve the issue and move towards a solution that all parties are happy with. These warranties are done with and through the manufacturer of the product you purchased, not Kayak Creek. Warranty work, repairs, and replacements are done at the discretion of the product manufacturer. Warranty communication is to be between the customer and the product manufacturer. If you have any questions about the warranty of a specific brand, or how to contact a manufacturer about a warranty inquiry, just contact us and we will get answers for you!
