Canoe and Kayak Store Terms & Conditions
Purchasing products from this site is governed by the following terms and conditions. By accessing the site, you agree to be bound by them. Please read them carefully as they contain details of current regulations governing online shopping. These terms and conditions do not affect your statutory rights. We reserve the right to change, without notice, any information on this site including our terms and conditions.
We are committed to giving you the best possible service at the best prices. Hopefully, you will find all the information that you need on this website. If you need further information or advice, please email or call us and we will be happy to chat about your needs and point you in the right direction. We are totally impartial and appreciate that good, sound advice means that you will come back again and recommend us to your friends.
Canoe and Kayak Store is a trading name for Outdoor Active Limited, a company registered in England, registration number 3933782. Registered address: Damery Works, Woodford, Berkeley, Glos GL13 9JR. VAT no 752 9010 43.
Canoe and Kayak Store
Tel: 01454 261058
Your use of this website and any contract entered into through the website shall be governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales. All contracts shall be concluded in English.
While we make every effort to keep the website as accurate and up to date as possible, errors can be made regarding prices, product specification, colours etc.
Images of products are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays and lighting conditions.
If we find that the price quoted is wrong, we will inform you immediately and give you the option of confirming your order at the correct price or cancelling the order and getting a refund in full.
All prices are displayed in pounds Sterling, inclusive of VAT where applicable. Prices exclude any delivery charges which will be charged at the rate applicable at the date you place your order. Please see the sections on delivery below.
All special offer prices are subject to availability and at the discretion of Canoe and Kayak Store. Promotions and promotional prices are temporary and can be withdrawn at any time at our discretion.
Weights, sizes, dimensions and capacities shown on the website are approximate only. Product specifications are provided by the manufacturers and, while we make every effort to ensure their accuracy, we cannot be held responsible for any errors.
All items are subject to availability. We will inform you as soon as possible if the product you have ordered is not available and we may offer an alternative product of equal or higher quality or value.
We reserve the right to withdraw the sale of a product at any time.
You can open an account with us or checkout as a guest. Whichever method you choose, you will need to provide us with certain personal information in order for us to process your order. This information will be retained by us.
Please see our Privacy, Security and Cookie Policies for more information on how personal information will be used and stored.
You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by going into Your Account.
When you open an account, you will be asked to set up a password. It is your responsibility to maintain the confidentiality of your password and account information. Canoe and Kayak Store shall not be held liable for any loss which may arise as a result of any failure by you to protect your password. Should you become aware of, or suspect, any unauthorised use of your password or account, please contact us.
Please take a look through the website. When you see something that you wish to buy which is shown as either ‘in stock’ or ‘out of stock – call us for a lead time’, click on ‘add to basket’. Any items which are ‘out of stock. Contact us’ are not available to order. After we receive your order, if any items are out of stock, we will let you know when we expect to receive any of these items and if that date is not acceptable to you, we will cancel your order and refund you.
You can access your basket at any time by clicking on the basket symbol near the top right-hand side of a page, when you can view or amend your order. The items in your shopping basket will be listed, with a note next to each item which will state whether the item is in stock or not.
When you have finished adding to your basket, click on ‘Checkout now’. You have the option of Express checkout using Shop Pay, Paypal, or Google/Apple Pay according to the device you are using. Alternatively, you can pay by debit or credit card, either signing in to your account or checking out as a guest by entering your contact information. Here you also have the option to be included on our marketing list. You may opt out of this list at any time.
If your order is to be delivered, enter the delivery address details. Some deliveries will require a signature on receipt so please ensure that there will be someone available to take delivery at the given address. Click ‘continue to delivery method’.
The possible delivery methods and charges will be listed. Please make your selection then click ‘continue to payment method’. If you have chosen to pay by card, you will be prompted to complete your billing address, which must be the address where your card is registered.
The right hand side of the screen will show the details of your order. Once you are happy with your order, please click ‘pay now’.
You will then receive an email confirming your order. Please let us know as soon as possible if any of the details are incorrect.
If you have a Canoe and Kayak Store gift voucher, please contact us by telephone. You will be unable to check out using a gift voucher as a payment method.
Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we despatch your order. Prior to despatch, Canoe and Kayak Store has the right to decline an order for any reason, including legal and regulatory reasons.
We will notify you by email as soon as possible to acknowledge that we have received your order. The duration of our contract with you will start from the earlier of the date we contact you to arrange delivery and the date we despatch your order, and last until the last day of your right to cancel.
If we cannot supply you with the product you ordered, and an alternative product is not suitable or acceptable to you, we will not process your order, inform you of this in writing (including email) and refund you in full as soon as is reasonably possible.
If fulfilment of an order would be illegal or unlawful, including by reason of breach of export controls or sanction rules, Canoe and Kayak Store has the right to cease to fulfil the order at any time, including after notification to you that the order has been received and is being processed. You acknowledge that Canoe and Kayak Store shall incur no liability in such circumstances.
We accept payment in Sterling by credit/debit card, PayPal, Apple Pay, Google Pay and Shop Pay. Credit and debit card payments are processed by Stripe.
All orders are charged to your card or PayPal account on completion of the checkout process. Please note that if you pay by card, when you enter the card details, the address given must be the one at which your card is registered. By completing the payment details you confirm that the credit or debit card being used is yours. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given.
We also request a telephone number to be used in case of a query with your order and for delivery purposes.
When you enter your card details it is through a secure webpage headed "https". Our checkout process uses Verified by Visa and Mastercard®SecureCode™ . Card details are not held on our computers. No charges will be made to your card other than for the goods that you have ordered and at the prices at the time of ordering.
If there is a problem with your payment we will email or call you as soon as we can.
You can use gift vouchers to purchase goods by phone or in store. You cannot exchange gift vouchers for cash. If the total value of the goods purchased is higher than the amount of the voucher, the excess can be paid by other means. If the total of the goods purchased is less than the value of the gift voucher, the balance can be redeemed against subsequent orders.
If you return goods you have purchased using a gift voucher, you will be issued with another gift voucher.
Gift vouchers cannot be returned or refunded. Canoe and Kayak store will not accept liability if they are lost, stolen or damaged.
Gift vouchers do not have an expiry date.
Delivery charges and timescales vary depending on the item ordered and the delivery address. There is a delivery tab on every product page which gives examples of the options available depending on the size of the item. During the checkout stage of the ordering process, you will be asked to select from the shipping methods which are available. Any charge will be added to your order.
We try to carry as much stock as possible at all times. However, some items may not be in stock but are available to order. We make this clear on the product pages. When we see your order, we immediately contact the manufacturer for a lead time then call or email you. If the lead time is acceptable, we will proceed with the order and keep you informed. If the lead time is not acceptable, we will offer an alternative or refund you. If the product is out of stock and you need it within a specific time, we urge you to call or email us before ordering.
Click and collect is an option for all items and no delivery charges will apply. Collection is from
Canoe and Kayak Store, Damery Works, Woodford, Berkeley, GL13 9JR.
Unless otherwise indicated, delivery is assumed to be to mainland UK.
The following postcodes are classed, by carriers, as not being mainland UK:
AB, IV, HS, KW, ZE, IM, GY, JE, PO30-41, KA27-28, PA20, PA33, PA34, PA38, PA41-49,
PA60-78, PH17-26, PH30-44, PH49-50 and BT.
Delivery surcharges may apply to these areas.
Our aim is that orders received before noon, Monday to Friday, will be shipped that day, subject to the item being in stock. Other than orders shipped with Royal Mail, delivery will be Monday to Friday, excluding Bank Holidays.
Large products, such as boats, are sent by carrier or in our own vehicles and will require a signature on receipt. We will not send a boat before talking to you to agree the best delivery date. Please note that delivery may be any time that day between 8am and 6pm.
If there is nobody available at the delivery address, a card should be left by the carrier. Some carriers will attempt delivery the next working day. Alternatively, they may give details of how to arrange redelivery or the address from where the package may be collected. We accept no liability if the delivery is not made due to the recipient not being available. If the package is returned to us, we retain the right to charge for a redelivery to that or an alternative address.
When accepting a delivery, please check that the items are in good condition. The driver should wait while you do this. If you see any damage, you can refuse to accept it or sign for it as damaged. If you accept it as satisfactory there is no claim for damage in transit.
In the event that you select a business address for delivery, we shall be deemed to have delivered the order to its intended recipient by delivering it to the reception area of the business address.
Where the supply of your product is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.
We reserve the right to change this delivery policy at any time and without notice.
Delivery within the UK
Standard delivery: Orders under £50 - £4.95
Orders over £50 – free
You may be able to upgrade delivery to:
Royal Mail first class: £3.00
Express delivery: Orders under £50 - £12.45
Orders over £50 - £7.50
Standard delivery is by Royal Mail second class, tracked or ParcelForce 48 to a single address in the UK. This is not a guaranteed service and may take a few days.
Express delivery will usually be an upgrade to Fedex. We may use Royal Mail Special Delivery or other reputable carrier where we will opt for next day delivery.
Express deliveries to remote areas may take a little longer as carriers do not include the Highlands, Grampians and all islands (including Isle of Wight) as mainland UK.
Larger or heavier items, too large or heavy for the Royal Mail, will be sent with a carrier. Deliveries of these items to postcodes that the carriers do not class as mainland UK may incur an extra charge. This will be apparent at the checkout.
Depending on the timing or your order, we may change your delivery method. This will be to a method at least equivalent to the one you selected and we will check with you beforehand that this is acceptable to you.
These terms do not apply if you are ordering paddles or boats. See below.
These will require age-verification on delivery. The costs are:
Royal Mail 2nd class: orders under £50 - £13.90
orders over £50 - £8.95
You may be able to upgrade to Royal Mail 1st class for an extra £3.00 or express overnight service for an extra £6.05.
Due to the size of the box these are too large to go in the post. We will send with a reputable carrier such as ParcelForce, Fedex or DX.
Paddles to mainland UK, as defined above:
Standard delivery - free (2 to 3 days)
Delivery to postcodes classed as not being mainland UK (see above) - £15.00 (3 to 4 days)
You may be able to upgrade to a ParcelForce 1 to 3 day service for £20.00
We cannot guarantee any of the services as we have no control once it is with a carrier. In the vast majority of cases, the carriers meet their obligations.
Deliveries to some remote areas, particularly Highlands and Islands, may take 5-7 days as a minimum and this is not guaranteed.
Boats and Stand Up Paddleboards
Shipping boats and SUPs:
Mainland UK as defined above
Highlands and Grampians
Islands and Northern Ireland
2 to 3 days
5 to 7 days
Please note that this charge is for one boat. There may be a further charge if your order is for more than one boat.
If your postcode is an island code, the higher charges can be reduced if you give us a mainland address for delivery.
All boats are shipped in our own vehicles or by DX and require a signature on receipt. We will contact you prior to dispatch to agree a delivery date. We add extra wrapping to all boats delivered by carriers, but minor scuffing can sometimes occur. Your understanding of this is appreciated.
If you require delivery by a particular date, please let us know and we will contact you if we are unable to meet your deadline.
We are currently unable to ship orders outside the UK.
If your order has not been despatched, you may be able to make changes to it. Any changes to your order must be notified to us in writing as soon as possible and may affect the delivery timetable or cost. You will be charged at the current price on the day you amend your order. Please email any changes to firstname.lastname@example.org.
The purchase of certain products made available on the website are subject to age requirements specified by law. We are not permitted by law to supply these products to individuals who do not satisfy these age requirements and, if you are underage, you must not attempt to order these products through the website.
In particular, please note that age restrictions apply in the UK to the purchase of knives. By placing an order for a knife, you confirm that you are aged 18 and over. These will require age-verification on delivery, for which there is an additional charge (see delivery above).
If your purchase was as a consumer online or by phone, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR) you may cancel all or part of your order, without reason, within 30 days of delivery. The regulations do not apply to any custom-made items or personalised goods.
Under the CCR regulations, you must notify us in writing within 30 days of delivery that you wish to cancel all or part of your order and then return the items within a further 30 days.
You must take reasonable care of the goods until returned and they must be returned unused, with original labels still attached and any component parts must remain unopened. Please complete our returns form and send it with the items to the address shown on that form.
Please be aware that, unless you are returning products because they are faulty or not as described, you will be responsible for any postage/carrier costs incurred in sending the goods back to us. We recommend that items being returned be sent via insured, trackable delivery for your protection. We will not be responsible for any loss or damage to them in transit.
We reserve the right to charge you, or reduce your refund, for any loss or damage in transit or if you have reduced the value of the items eg. you have worn shoes outside and scuffed the soles.
Within 30 days of receipt of the goods, Canoe and Kayak Store will give you a full refund of the amount paid for the returned item, including any standard delivery charge if applicable. Refunds can only be made using the same method as the original transaction. If you bought your item using a gift voucher, you will be issued with another gift voucher. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.
This is not intended to be a full statement of all rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
On receipt, you should check all items against your order. If any items are damaged on delivery or incorrectly supplied please contact us as soon as possible, and in any event within 30 days, by phone or email and we will endeavour to rectify the problem as soon as possible. Please complete our returns form and send it with the damaged or incorrect items as soon as possible to the address on the form. We will then send you the replacement goods and refund any postage costs you incurred returning the items. Refunds can only be made using the same method as the original transaction. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.
If you wish to exchange your purchase for a different size/colour you must notify us within 30 days by email or telephone of your intention to do this and you then have a further 30 days to return the goods. Please complete our returns form and send it with the relevant items to us at the address on the form. The item must be unused, undamaged and with original labels still attached. Please note that you are responsible for any return postage. We will not be responsible for any loss or damage in transit.
We reserve the right to make a £4 charge to cover the costs of sending the replacement items. Large items such as kayaks and paddles may incur a higher charge that will be agreed with you. Payment for this must be provided before we send out the replacement item. This charge does not apply if you collect the replacement goods from Canoe and Kayak Store.
In the case of warranty returns this charge will be waived as long as the returned goods are clean and free from dirt to comply with current Health and Safety Regulations.
If we are unable to supply the replacement items we will refund you the full amount paid for the item, including any standard delivery charge, using the same method as the original transaction.
Custom-made or personalised items, DVDs and books are not returnable unless defective.
Under the Consumer Rights Act 2015 goods ordered at home must be as described, fit for purpose and of satisfactory quality. If any of the goods supplied by us fail to meet any of those criteria you have the right to reject them for a full refund. This right must be exercised within a 30 day period from the date you purchased the goods. If we fail to deliver within that 30 day period, or by a later date as agreed with you, you also have the right to cancel for a full refund. After 30 days you will not be entitled to a full refund if the product develops a fault.
If you wish to reject goods under this Act, please complete our returns form and send it with the items to the address shown on that form. If the goods are faulty we will contact you to arrange a repair or replacement.
Refunds will be for the item purchased plus any delivery charge that may have been made and will be by the same method as the original purchase.
All of the above does not affect your statutory rights.
If you find the price of one of our products for less elsewhere, we will try our best to match it for you. Please ensure you check shipping costs before asking to match our competitors’ prices. For us to agree to price match the item for you, it must be in stock in the exact same size and colour you require and you must state the name of the company you are price matching with.
If you have a complaint, please call our Gloucestershire store on 01454 261058 and we will endeavour to resolve the issue.
If we are unable to resolve your complaint, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at https://webgate.ec.europa.eu/odr. If you decide to use this service please use the email address email@example.com, when completing the form.
Updates to these terms and conditions
These terms and conditions were last updated on 15 August 2022. Please check back regularly to keep informed of updates.