Refund policy

We want you to love what you ordered. If something's off, we'll help make it right. This page explains the two return paths we offer: a 30-day return window for change-of-mind, and a 7-day damage-on-arrival window for items that arrive faulty or wrong. Manufacturing defects discovered after these windows are handled under our Warranty Terms (Section 10 of our Terms of Service).

In this policy, "we", "us", and "our" refer to Dolphin Kayak. "You" refers to the original purchaser of Goods from dolphinkayak.ca.

1. 30-Day Return Window (Change of Mind)

You have 30 calendar days from the date of delivery to request a return for any reason.

Eligibility

To qualify for a return under this Section, the item must be:

Unused and in original condition
In its original packaging, with all included components and accessories (paddle, pump, leash, repair kit, backpack, manuals, etc.)
Accompanied by proof of purchase (order number, receipt, or order confirmation email)

Items that have been used on water, inflated beyond initial inspection, modified, or returned without original packaging may be subject to a restocking fee or refused — see Section 3.

How to start a return

Email hello@dolphinkayak.ca with:

Your order number
A short description of the reason for return
Photos showing the item is in original condition

Returns sent without contacting us first will not be accepted.

If your return is approved, we'll reply with return shipping instructions and a return authorization. Please do not ship the item back before receiving authorization — unauthorized returns may be refused or delayed.

Return shipping

For change-of-mind returns under this Section, the buyer is responsible for return shipping costs. We recommend a tracked, insured courier service. Dolphin Kayak is not liable for items lost or damaged in transit on a return shipment.

Refund timing

Once we receive and inspect the returned item, we'll notify you of the result by email within 5 business days. If approved, your refund will be issued to the original payment method within 10 business days of inspection. Your bank or card provider may take additional time to post the refund.

Original outbound shipping charges are non-refundable, except where we are at fault (see Section 2).

2. 7-Day Damage-on-Arrival Window

If your order arrives damaged in transit, defective, or different from what you ordered, contact us within 7 days of delivery at hello@dolphinkayak.ca.

Include:

Your order number
Clear photos and/or video showing the damage or defect
A short description of the issue
Whether the outer packaging was visibly damaged at delivery

What we'll do

If the issue is confirmed as our fault — defective unit, wrong item shipped, or damage caused in transit — we will at our discretion:

Replace the item, or
Repair the item, or
Issue a full refund (including original shipping)

For valid claims under this Section, we cover return shipping. We'll provide a prepaid return label or arrange courier pickup.

What this Section does not cover

This 7-day window is for items that were faulty or wrong when you received them. It does not cover:

Damage caused after delivery (drops, impact, improper inflation, modifications)
Damage caused by misuse or use outside the product's intended purpose
Cosmetic wear, scuffs, or marks consistent with normal handling and use
Items returned without contacting us first

For manufacturing defects discovered later, see our Warranty Terms (Section 10 of our Terms of Service).

3. Restocking Fee

Returns approved under Section 1 are subject to the following inspection on receipt:

Original packaging, unused, all components included: full refund of the item price
Opened, lightly handled, all components included: full refund of the item price
Used, missing components, returned without original packaging, or otherwise not in re-sellable condition: 15% restocking fee deducted from the refund

We reserve the right to inspect every returned item. If the inspection reveals damage caused by use, misuse, or storage outside our recommended care guidelines (see Section 10 of our Terms of Service), we may refuse the refund and return the item to you at your cost, or offer a partial refund at our discretion.

4. Non-Returnable Items

The following are final sale and cannot be returned or refunded:

Gift cards
Promotional or free items received with a purchase
Items marked "Sale" or "Clearance" at the time of purchase
Items returned outside the 30-day return window (Section 1) or 7-day damage window (Section 2)
Items damaged through misuse, neglect, modification, or use outside their intended purpose

For warranty claims on manufacturing defects, see Section 10 of our Terms of Service.

5. Exchanges

We do not process direct exchanges. The fastest way to swap an item is to return the original under Section 1 and place a new order. The new order ships immediately; the refund for the returned item is processed once we receive and inspect it.

6. Refunds — General

All refunds are issued to the original payment method. We do not issue cash, cheque, or alternative-method refunds except where required by law.

If more than 15 business days have passed since refund approval and you have not received the refund, please email hello@dolphinkayak.ca with your order number.

7. Local Pickup Returns

If you collected your order in person in the Greater Vancouver area, you may return it the same way by appointment. Email hello@dolphinkayak.ca to coordinate. The same eligibility conditions in Section 1 or 2 apply.

8. Your Rights

Nothing in this Refund Policy limits your rights under applicable provincial consumer protection legislation, including the British Columbia Business Practices and Consumer Protection Act. This policy describes the remedies we offer in addition to those rights.

9. Questions

Email hello@dolphinkayak.ca or use the contact form at /pages/contact-us.

This Refund Policy was last updated on the date shown in our Shopify admin and may be revised from time to time.