At Aquaglide Kayaks Shop, we’re as committed to your satisfaction as we are to crafting quality kayaking equipment. If your gear doesn’t meet your expectations, we’ll help you navigate through our simple returns process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Item must be unused, in its original packaging, and in the same condition you received it
  • Original proof of purchase is required
  • Certain items may not be returnable (see below)

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Used paddles or paddle accessories
  • Opened safety equipment
  • Custom-ordered kayaks

Note: This does not affect your statutory rights for faulty or damaged items.

How to Initiate a Return or Exchange

Follow these simple steps to return your kayak gear:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our Return Request Template below.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely repackage the item in its original packaging with all accessories.
  4. Ship It Back: Send the package to our address (provided in your approval email) using a trackable shipping service.
  5. Receive Your Refund/Exchange: Once we receive and inspect your return, we’ll process your refund or ship your exchange.

Return Request Template

Subject: Return Request – Order #[Your Order Number] Dear Aquaglide Kayaks Shop Team, I would like to request a return/exchange for my recent purchase: Order Number: [Your Order Number] Order Date: [Order Date] Item(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – wrong size, defective, changed mind, etc.] I confirm that the item(s) are unused and in original packaging. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Refund Processing

Once your return is received and inspected:

  • Refunds will be processed to your original payment method within 5-7 business days
  • Shipping costs are non-refundable (except for defective/wrong items)
  • For exchanges, we’ll ship your new item once the return is processed

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Damaged or Defective Items

If your kayak gear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange for a replacement or refund and cover return shipping

Need Help?

Our customer service team is here to help you navigate any return questions:

Email: [email protected]
Mail: Aquaglide Kayaks Shop, 1275 Kincheloe Road, Portland, US 97204

We aim to respond to all return inquiries within 2 business days.