Product Warranty
All kayaks and paddling gear sold by Alpha Outdoors come with a manufacturer’s warranty. Thankfully, because I only supply quality products from reputable manufacturers and importers, warranty claims are very rare.
Please check your kayak and gear carefully when you get it. If a product is defective, damaged, missing parts or is not what you ordered, then we will put things right for you. Depending on the specific issue, we may use the manufacturer’s product warranty, shipping insurance cover or a local agent to achieve this.
If we cannot put things right, you may be entitled to a Refund or an Exchange.
To contact us about a warranty issue, refund or exchange, please use our secure Contact form to email us as soon as possible. Please give a full explanation of the situation.
Remember that our refund/exchange period only lasts 30 days – if more time has passed since your purchase, we may not be able to offer you a full refund or exchange (except for major warranty issues that arise after a few months).
We require a receipt or proof of purchase, so please keep a copy of the Alpha Outdoors PDF invoice.
Refunds
Refunds are given where we cannot replace a defective product under warranty (or satisfactorily bring it to ‘as new’ condition). In cases where the product is deemed to be a ‘second’ or has transit damage, then we may offer you a discount.
Unfortunately, you are not entitled to a refund if you have changed your mind about your purchase e.g. you no longer want to buy the product or you want a different colour, size, model, brand, etc.
To be eligible for a full refund, your item must be unused and arrive back at the factory/importer in the same condition that you received it. It must also be in the original packaging.
You are responsible for the cost of shipping the item back to the factory/importer.
Once your returned item is received and inspected, we will send you an email about its condition and if your refund has been approved or declined.
There are certain situations where only partial refunds are granted:
- The item has obvious signs of use.
- The item is not in original condition, is damaged or has missing parts (unless due to our error).
- The original packaging is missing or damaged.
- The item is returned more than 10 days after us agreeing to a refund.
If your request is approved, then your refund will be processed, and a credit will be applied to your original method of payment.
Exchanges
If an item is the wrong size or colour, or you want to upgrade to a different model or brand, then we may consider arranging an exchange.
You are responsible for the cost of shipping the item to the factory/importer, plus their cost of shipping the new item back to you (sorry, there is no Free Shipping on the exchange product).
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Unfortunately, you are not entitled to an exchange in the following cases:
- You contact us about an exchange more than 30 days after delivery.
- You purchased the item on Sale (only regular-priced items may be considered for exchange).
- The item has been used.
- Any item not in its original condition, is damaged or has missing parts (unless due to our error).
- The original packaging is missing or damaged.
After your item is received and inspected, we will let you know what size/colour/model/brand options are currently available. You can decide what you want in exchange for your item.
We will email you a PDF invoice for the relevant costs, including shipping the new item back to you, and any upgrade to a higher-priced model/brand (plus any other shipping/damage cost that you are responsible for).
Once this invoice is paid, your new item will be dispatched to you.
Shipping items back to Factory/Importer
If we authorise a warranty return or exchange, we will give you the correct delivery address to return your item to.
You are responsible for paying the shipping costs when returning your item to the factory/importer. These shipping costs are non-refundable. Any return shipping costs that are paid by us, will be deducted from your refund or invoiced to you as part of an exchange.
Depending on where you live, your exchange or warranty-repaired product may take a while to reach you.
Remember that when you are returning products, your item(s) may be lost or damaged in transit. You should consider using a tracked courier/freight service or purchasing extra shipping insurance.
Need help?
Please use the Contact form for questions related to refunds and returns.
