In the event that you would like to return a purchased item, please contact us, and do not ship the item back until we tell you to do so. All non-defective returns are subject to a small restocking fee, and buyer will be liable for all shipping charges.
Most items come with a 30-day return policy. If you are unsure of the return policy of a certain product, please contact us. To be eligible for a return, your item must be unusedand in the same condition that you received it. It must also be in the original packaging. In other words, the product must be able to be re-sold as new. To complete your return, we require a receipt or proof of purchase.
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.
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.
Most of our products come with a manufacturer's warranty. If any issues with a product arise after it has been used, it is a warranty case. 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!