Refund policy

Returns & Refund policy 

The return policy outlined below applies to all online orders. 

We have a 30-day returns policy, which means you can request a return on full priced products within 30 days of receiving your order if you change your mind. You must contact us within this time period and the item/s must be unused, unworn and in the exact same packaging as well as a saleable condition. You must also retain your receipt or proof of purchase. We will inspect the items being returned to us to ensure all is in order. 

We do not charge a fee for returns when you change your mind or no longer want the unused product. We only charge a shipping fee if you require us to collect your kayak and return it for you. 

All products carry a one year warranty for faults outside of wear and tear or misuse/improper storage of product. Please highlight any issues you feel are a manufacturers fault on delivery and inspection of kayaks. Issues should be reported immediately to prevent any confusion as to when the fault/damage occurred. Products with issues after use cannot be accepted as manufacturers fault due to prolonged use being a possible cause of any issues faced. 

Deposits on orders/Current orders

A minimum of 25% must be put down on any deposit orders to hold stock for you. This 25% is non-refundable for any reason bar receiving a damaged product. A deposit locks in the price given to you on the day of purchase. You may only add further products to your order, not negotiate the sale agreement or price of products in order. A price lock guarantees your price and protects your order against price increases.

Custom pre orders must be paid for in full in order to put the product into manufacture. As these products are ordered specifically at the customers personalised request on items which are not usually stocked and  we are unable to provide refunds on these products except in case of a manufacturers flaw. 

Orders will not be dispatched until the order is paid in full.

Discount codes/sales prices are non redeemable against current orders or orders with deposits on them. 

Shipping charges on returns of kayaks

For damaged or faulty kayaks we do not charge a shipping fee to return the product to us or for collection.

However, for all other reasons such as changing your mind on a kayak order, please be aware that we charge a €50 collection fee per kayak due to courier fees. There will also be a standard €25 euro shipping charge per kayak for exchanges to cover courier fees.

Shipping charges on returns on accessories.

For damaged or faulty products from our accessories range we do not charge a shipping fee to return the product to us or for us to collect from you. 

However, for all other reasons such as changing your mind on your order, or you no longer want it, you will only have to pay a postage fee with An Post or your chosen courier. This is generally €5. We do not charge a restocking fee. 

Damaged items

Once you receive your items please ensure you inspect them. In the event that your item is damaged and/or defective or you have received the wrong item. Please contact us by email at info@skipjak.ie and include your order reference number and full name within 30 days of delivery. We also require a photographic image of the item displaying the damage. Once we have reviewed the matter, we will try to resolve this for you as soon as possible to avoid further delay. Items must be unused if received as damage to avail of exchange.

Exchanges

You must contact us within 30 days of receiving your order to request your exchange. You must contact us within this time period and the item/s must be unused, unworn and in the exact same packaging as well as a saleable condition. You must also retain your receipt or proof of purchase. We will inspect the items being returned to us.

Once we receive the original item and the refund is approved, please make a separate order for a new item. We will reach out to you for payment of the re-shipment and any other additional charges that apply (if applicable). If you are due a refund due to the difference in prices of both orders we will process this to your original payment method and then ship the replacement items as soon as we are able.

How to request a refund/exchange

To start a returns request, please contact our team by email at info@skipjak.ie and include your order reference number and full name. If your return is accepted, for a kayak order, we will collect the kayak and send you a new kayak. Or we offer you a full refund if we don’t have stock available to replace it.

For all other products, we will send you a return shipping label, as well as instructions on how and where to send your package. Items that are sent back to us without prior request of a return will not be accepted by us.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved and you are to be given a refund, you’ll be refunded on your original payment method. Please remember, it can take some time for your bank or credit card company to process your refund depending on their individual timescales. Once a refund is processed in enters our next payment run which can take up to 21 working days.

Exceptions / non-returnable items

Unfortunately, we do not accept any returns on sale items or gift cards. Other than this, there are no other products that are excluded from the policy. We do not take returns on used products outside of warranty. 

If you're unhappy with our products or services / want to provide feedback

If you are unhappy with the products or services that you have received from us or would like to provide feedback, please let us know so that we can assist. You can email us at info@skipjak.ie. Please include as much information as you can including the order reference, email address and contact number including what an ideal outcome would be. We will look into this matter for you within 14 days and aim to provide a full response within 28 days.

We hope that we will be able to resolve any complaint and outcome to the best of our ability and in line with your expectations. However, if you are unhappy with the outcome, you can also submit your complaint to an Online Dispute Resolution process provided by the European Commission at https://ec.europa.eu/consumers/odr 

If you have any queries in relation to our Terms of Service and Policies, please feel free to contact us.