Product Returns

If You Wish To Return An Item

  • If you are not entirely satisfied with any item you have ordered, you have the right to cancel your order up to 14 days from the date of receiving your goods.
  • Please notify Vortex by email or post of your decision to cancel your order within 14 days of the date of receiving your goods.
  • If you cancel your order, please return the goods to Vortex (unused, with the original packaging and with all relevant documentation).
  • If you are returning goods to Vortex, you must take reasonable care to ensure that the goods are not damaged in transit. We recommend that you ask your Post Office for proof of posting and that you add insurance to cover the cost of the goods in the event of loss or damage.
  • Please note that when returning an item, the parcel is your responsibility until it reaches Vortex.
  • Bulky items that cannot be sent by normal post can be returned by courier (e.g. www.interparcel.com). The cost of returning a kayak & paddles within the UK is usually under £20.00.
  • If you fail to return goods at your expense, Vortex reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.

Returning A Faulty Or Incorectly Sent Item

  • If Vortex has sent out a faulty or an incorrect item, please let Vortex know immediately.
  • Please carefully repack the item including all documentation.
  • Vortex will arrange for a courier to collect the item at our expense.

Refunds

  • Standard outgoing shipping will be refunded, but "Enhanced Service" (pre-12:00hrs & Saturday delivery) services are not refundable.
  • Refunds will be issued within a maximum 30 days of the cancellation date of your order.

Guarentees

  • All new items are guaranteed for 12 months from the date of purchase (unless otherwise shown).
  • Advanced Elements kayaks & accessories are guaranteed for 2 years from the date of purchase.
  • Reclaimed or ex-demo items are guaranteed for 3 months from the date of purchase (unless otherwise stated).
  • Please return goods for repair, service or upgrade, to Vortex, securely packed, at your expense.

Downloads

Order Cancellation Form [size: 59 kB]