Returns
We want you to love your paddleboard. If something's off, we'll help make it right — within fair limits both ways.
There are two paths, depending on what's wrong:
- 30-day return window — for change of mind
- 7-day damage window — if something arrived broken
Plain-English version below. The full legal terms are in our Refund Policy.
Path 1: 30-Day Return Window (Change of Mind)
You have 30 days from the date of delivery to return your order if you decide it's not for you.
What we need to take it back
- Original packaging
- All included components (paddle, pump, leash, backpack, repair kit, manuals)
- Proof of purchase — your order number is enough
Inspection on receipt
When the return arrives at our warehouse, we inspect it and refund based on condition:
| Condition | Refund |
|---|---|
| Original packaging, unused | Full refund of item price |
| Opened, lightly handled, all components present | Full refund of item price |
| Used (paddled, scuffed from water/sand), missing components, or no original packaging | Item price minus 15% restocking fee |
We're a small operation — used boards can't be resold as new. The restocking fee covers refurbishment so we can pass them on at a discount instead of writing them off.
Who pays return shipping
For change-of-mind returns, the buyer covers return shipping. We recommend a tracked, insured service — we're not responsible for items lost or damaged on the way back.
Refund timing
Once we receive and inspect the return, we email you the result within 5 business days. Approved refunds hit your original payment method within 10 business days. Bank or card processing can add a few more days on their end.
Original outbound shipping isn't refundable on a change-of-mind return.
Path 2: 7-Day Damage on Arrival
If your order shows up damaged, defective, or wrong, contact us within 7 days of delivery. This path is on us — we cover return shipping, and we either replace it, repair it, or refund the full amount including original shipping.
What to send us
- Your order number
- Photos of the outer packaging (was it dented, punctured, or torn?)
- Photos of the damage to the contents
- A short description of what's wrong
If the box was visibly damaged on the courier's truck or showed up looking rough, mention that — it changes how the courier processes the claim and may speed things up.
What this path doesn't cover
This window is for things that were broken when they arrived. Not for damage that happened after first use. For manufacturing defects you discover later — week 8, month 6, year 1 — see our Warranty page instead. Different process, much longer coverage.
How to Start a Return
Same starting point either way: email hello@dolphinkayak.ca with your order number and a short description of the issue.
If you have photos, attach them. For 7-day damage claims, photos save us a back-and-forth and speed up resolution noticeably.
Please don't ship anything back before we reply. Unauthorized returns may be refused, delayed, or sent back to you at your cost. One quick email saves everyone the headache.
What's Final Sale (Can't Be Returned)
- Gift cards
- Promotional or free items received with an order
- Items marked "Sale" or "Clearance" at the time of purchase
- Items damaged by misuse, neglect, or use outside their intended purpose
- Items returned outside the 30-day or 7-day windows
For manufacturing defects past these windows, see the Warranty page — different process, longer coverage (2 years on the board).
Local Pickup Returns
If you picked up your order in person at our Delta warehouse, you can return it the same way — by appointment. Email us to coordinate. The same eligibility conditions apply.
Exchanges
We don't process direct exchanges. The fastest way to swap an item:
- Place a new order for what you want now
- Return the original under Path 1 (30-day change of mind)
- Refund processes once we receive and inspect the return
This way the new item ships immediately instead of waiting for the return loop to close.
Your Rights
This page describes the return process we offer. Nothing here limits your rights under provincial consumer protection law — if you're in BC, that means the Business Practices and Consumer Protection Act. We honour those rights regardless of what this page says.
The Legal Version
Full legal terms, including the exact restocking-fee structure, refund timelines, and dispute procedure: see our Refund Policy. If anything on this page conflicts with that policy, the policy governs.
Questions? Email hello@dolphinkayak.ca, call (604) 772-0783, or use the chat icon at the bottom of the page.