Refund policy

EU/EEA Customers - 14-Day Right of Withdrawal

If you are based in the EU/EEA, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, notify us by email at info@paddleandpitch.com before the 14-day period expires.

You may handle and inspect items only as you would in a shop, to check their nature, characteristics, and functioning. If an item is used beyond this, you are liable for any resulting loss in value, and we will deduct this from your refund. For example, a paddle that has been used on the water can usually only be resold as second-hand and at a reduced price, so the refund will be reduced to reflect that lower value.

Once we receive the returned item, we will issue your refund within 14 days, including the standard delivery cost paid on the original order. Return shipping costs are the customer's responsibility unless the item is faulty or incorrectly supplied.

Custom-Built Kayaks

Our kayaks are built to order to each customer's specification. Under EU consumer law, the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or clearly personalised. Once your custom order is confirmed and production has begun, it cannot be cancelled or returned for a change of mind.

This does not affect your statutory rights: if your kayak arrives faulty, damaged, or not as described, contact us immediately and we will repair, replace, or refund it as required by law. At checkout you will be asked to confirm that you understand your custom kayak is not eligible for cancellation under the cooling-off period.

All Other Items (including paddles and camping equipment)

Contact us by email within 14 days of receiving your order to start a return. Items must be unused, in their original packaging, and in resalable condition, with proof of purchase. Gift cards cannot be returned.

Customers Outside the EU/EEA

We offer a 14-day return policy: you have 14 days after receiving your item to request a return. Items must be unused, in their original packaging, and in resalable condition, in the same condition you received them, with proof of purchase. To start a return, contact us by email at info@paddleandpitch.com. If accepted, we will send a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order on arrival and contact us immediately if the item is faulty, damaged, or incorrect, so we can make it right.

Exchanges

The fastest way to get what you want is to return the item you have (once the return is accepted) and place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund is approved. If approved, you will be refunded to your original payment method. Bank or card processing times may add a few days.

To start a return, contact us by email at info@paddleandpitch.com.