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Returns & Complaints

Complaints


 Is the product not what you expect? or is it broken?
Then contact us immediately and follow the steps below. We aim to get back to you within 2-3 working days.

  • In the email, describe why you want to complain and attach pictures of the damage or problem, also write the order number/customer number. Attach proof of purchase (receipt or invoice).

  • Please note that depending on the type of goods and damage involved, it can be resolved in different ways. In most cases, it is our suppliers who decide what goes under complaints, therefore we have to get the damaged item here and then send it on to the supplier. The handling time for complaints is between 1-4 weeks, but of course we try to resolve it as quickly as possible.

  • We will send you a return slip so you can send back the damaged item.


Claims for transport damage

  • If a product from Kayakstore.se is damaged in transport, regardless of whether the damage is clearly visible or hidden, this must be reported immediately to the shipping company and also notify us directly at hello@kayakstore.se. Visible damage must be reported on the same day. A hidden damage must be reported within 7 working days.
  • If this is not reported, the damage cannot be linked to the time of shipment and the responsibility falls on you as the customer to remedy the error. No compensation or compensation can then be paid.
  • Save all products and packaging so that the shipping company can inspect if necessary. You may need to submit photos of the damaged goods/packaging, so document them well. The sender, in this case we at Kayakstore.se, is of course responsible for ensuring that the shipment has been packaged correctly.

If the packaging of the product(s) has visible damage, it is important that you ask the delivery point or the driver to document it. It is your responsibility to document the goods when you receive them, do not acknowledge the goods until you can add a comment / photograph the damage.

Returns and Right of Cancellation

  • You always have a 14-day right of cancellation (open purchase) at Kayakstore.se in accordance with the Distance and Home Sales Act. If you want to use the right of cancellation, you need to contact us and let us know that you want to cancel your purchase within 14 days, counted from the day you received the item. The return shipping is paid by you as the customer, and you will receive instructions from us on how to proceed when you have notified that you want to cancel the purchase.

  • For smaller packages the cost of return shipping is SEK 150 and for larger bulky packages we charge a fee of SEK 250.

  • For freight included in a quotation, at the request of the customer, for example kayaks or electric motors, the customer is responsible for paying for the return shipping in the event of a right of withdrawal. Kayakstore.se can on this occasion act as the booker of shipping but the cost is deducted from the purchase amount before refund, this amount may differ from time to time and Kayakstore will notify you of this cost before a booking is made.

  • The product must be in new condition and sent back in the original packaging, with the associated packaging. We are not responsible for the item during delivery. If the product is damaged or lost due to your carelessness, you lose the right of cancellation. When we have received the item, you will get your money back within 7 working days.

  • The right of withdrawal cannot be asserted by not collecting a package. Packages that are not redeemed are charged a handling fee. You also cannot assert your right of withdrawal by not being at your home when the goods are delivered directly on time according to the agreed time. In such cases, you will also be charged a fee according to the one charged by the shipping company. If the package is not collected from the agent, the customer will be charged a cost to cover return shipping and the supplement for the package not collected, this amounts to SEK 395 for smaller orders and SEK 495 for orders that exceed SEK 5,000 gross.

*The exception to the right of withdrawal is personalized products or goods that cannot be returned with a broken seal. Examples of this could be a custom-made drysuit or similar. In the case of special orders or ordered goods, open purchase or exchange rights do not apply. ATTENTION! This can be, for example, kayaks in certain models / colors that do not belong to the standard range, which have been shipped home at the customer's order.

Right of exchange & return

If you regret your purchase and want to exchange the item for another we will pay for the return shipping if you notify us of this within 45 days from the day you received the item. The item must be unused, in new condition and sent back in the original packaging, Contact us for instructions on how to return the item. Information about which item it should be exchanged for must be included when contacting the return and will be handled accordingly.