Terms & Conditions
Terms and Conditions of sale from Northeast Kayaks & Paddles
We reserve the right to change these terms and conditions at any time. All changes will take effect when posted on the website.
It is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website signifies your acceptance of the latest terms and conditions.
Pricing and Product Accuracy
We try to keep our website as accurate and up to date as possible with regards to specification, colour's, materials and images, however errors may occur.
If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it.
Images shown may not reflect those that are described. We deal with a wide range of products from a number of manufacturers and changes do occur.
We cannot be held responsible for changes to products supplied in respect of any of the above factors.
All sizes quoted are supplied by our manufacturers; we try to ensure that these are as accurate as possible. Manufacturer specification may change without our being notified.
Payment and Security
We accept electronic payment (subject to issuing bank providing 'cardholder not present' service) by:-
• Visa Delta
• American Express
All payments are taken in GBP £Sterling.
Our shopping cart facilities use high-grade encryption to ensure that no-one can ever gain access to your credit card details. We have never had a known or suspected case of details being compromised, and use every measure available to ensure that this remains the case.
To help in the battle against fraud, we take the following steps:-
•Cardholder details are checked to ensure that they match those held on record with the card issuer.
•At the time of processing, the card security number (often referred to as CVV or CV2) is taken to ensure that cloned or computer generated card numbers will not be successfully processed.
Due to the increasing number of cases of cheque fraud, and the amount of time that cases of this nature often take to come to light, we are no longer able to accept cheque payments. This is largely due to the fact that a stolen cheque will normally clear, and only later will the issuing bank seek to recover the funds concerned.
In accordance with the Consumer Protection (Distance Selling) Regulations 2000, you may choose to cancel an order within 7 working days of receipt of the order. Please note however, that you will be liable for the cost of return to us, and all product must be in as new condition. Product not in as new condition may be subject to a handling charge (typically around 10%), to cover losses incurred selling the product at a reduced price.
All cancellation requests should be made in writing, by email.
To avoid any misunderstanding, we DO NOT accept order cancellation by telephone. All order cancellations must be made in writing to ensure that the instruction is clearly understood (ie. so that only the relevant part is cancelled, or the whole order where appropriate). All cancellation requests will be acknowledged by return email.
In the event that we are unable to successfully deliver an order due to inadequate address details provided by the customer, unreasonably restricted access at delivery address or customer cancellation after despatch but prior to delivery, we reserve the right to charge the customer any costs reasonably incurred in recovering the goods. Returns & Exchange Form
All product is sold with a return to base warranty. This provides 12 months cover against manufacturing defect, unless expressly stated otherwise by the manufacturer .
Any product proving to be faulty within 30 days can be returned for a full refund or replacement. After that time, we reserve the right to replace the product or repair at our discretion. Where the cause of a fault is not clear, it may be necessary for you to return the item to the manufacturer for testing in order to confirm that the fault is due to manufacturing or material defect.
Damage or Shortage on Delivery
Any damage to, or shortage on delivery must be notified in writing within 7 working days of delivery. Please check all product thoroughly on delivery and advise immediately by email in the event of any concern.
Returns & Refund Policy
Please click here to download our Returns & Exchange Form
Non-warranty returns (excluding our error) will be exchanged or refunded provided the product is returned unused, in the original packaging and in a sellable condition, within 30 days.
You will be responsible for returning the item to us at your cost (we recommend Royal Mail recorded delivery, as this offers a tracked service and a signature at the end), including kayaks, canoes and paddles.
Where you are requiring an exchange we will take a payment from you of £3.20 for any items sent via Royal Mail or a payment of £7.99 for any items sent by courier, this payment covers the cost of sending out the replacement. Large items such as kayaks and paddles may incur a higher charge that will be agreed with you. Payment for this must be provided before we send out the replacement item. This charge does not apply if you collect the replacement goods from our store.
A charge of upto 10% of the value of the item(s) will be charged as a restocking fee to cover our initial postage and administration costs.**
If the item is returned within 7 days, under the distance selling regulations you are entitled to a full refund including postage.
If we send the wrong item by mistake, we will, of course refund you the cost of the item and your return postage.
All goods sold online are sold with the normal manufacturer warranty that accompanies the product. This warranty applies only to the original purchaser.
Certain items may be excluded from warranty such as latex seals, used goods and sale or end of line items.
Wear and tear, accidental or intentional damage or inappropriate use are not covered by any warranty. Your statutory rights are not affected.
If you think a product is faulty please contact us and explain the problem, we will need to see the product before we are able to offer a replacement or refund.
For international orders the charge will vary depending on the current cost of delivery to that country. For an accurate price please contact us before returning the item.
** Any Alterations/Custom changes requested by customers to products are non returnable items, if the company agrees to a return of the item their will be an 15% restocking fee, this is due to the item no longer being of a standard specification.
** Any Top Decks that are ordered are again made to order items and these again are non returnable(please ensure you order the correct sizing)
By completing and submitting the electronic order form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Upon completion of the online order process, you will be sent an acknowledgement of order. This acknowledgement of order confirms our receipt of your offer to purchase only and does not indicate our acceptance of the order.
All payments are automatically taken online, please check with Northeast Kayaks & Paddles that all items are available (in Stock) before ordering to avoid any disappointment.
Northeast Kayaks & Paddls Loyalty Programme is open to all customers that create an account online with ourselves, customers will receive a discount off all products online except those in the clearance area and Thule products.
Discount will increase in accordance with total amounts of orders and value of completed orders, those orders that have been refunded do not contibute towards order total.
Anyone found to be using the Loyalty Programme as a price matching comparison with any other retailers will be removed from the programme and will not be allowed to be part of the programme again.
The Loyalty Programme is for Northeast Kayaks & Paddles customers benifit and not as a tool to gain unfair advantages over other retailers because they are part of it.
Discounts range from 1% up to 15% off the online price depending on total orders over time.
Northeast Kayaks & Paddles decision is final on those allowed into and removed from the programme
Should you feel that any aspect of our service does not meet with your expectations, please do not hesitate to contact us.
Letters of complaint may be sent to :
Customer Service Manager, Northeast Kayaks and Paddles, The Blue Building, Coquet Enterprise Park, Amble, Northumberland, NE65 0PE
All letters of complaint will be acknowledged within 7 working days of receipt. Where complaints cannot be fully addressed within 7 days, a letter or email of acknowledgement will be sent stating the likely timescale before a comprehensive response. We would recommend that letters of complaint are sent by recorded delivery.
Collection and Disclosure of Personal Information
It is our aim to respect your privacy at all times. As a result, we will not disclose any personal information to any third party company except where necessary. Cases where doing so becomes a necessity include:-
•Recording and processing of orders and payments.
•Credit checking or rating.
•Control and maintainance of after sales service and warranty.
•Dealing with customer complaints.
•Analysis for management purposes and statutory returns.
We aim to process and complete your order as soon as possible. Stock items are normally dispatched within 2 working days of receiving your order(this may increase during busy periods ie school holidays/Christmas). Non stock items in general take 7 to 28 days. This may increase up to 60 days in busy periods, Lead times for any special order items will be obtained from the manufacturer and passed onto you.
Northeast Kayaks & Paddles loyalty scheme is available to all customers with purchase orders over £50(with Northeast Kayaks & Paddles discretion) that have purchased online over a certain amount in pounds(completed orders go towards total, refunds are removed from total), there are multiple levels of discount within the loyalty scheme which is set by northeast kayaks & paddles, customers may be advised of which level they are on by request via email, certain products are not available for discounts i.e. Sale products/Clearance/Thule equipment.
Loyalty discount is only available online and by logging into the your customer account.
The level of Loyalty discount will be updated every day as of the 30/09/16 for every customer that has reached the next level of the scheme
Some extra benefits will be available under the scheme and these will be notified via email to those who qualify.
Northeast Kayaks & Paddles reserve the right to cancel the loyalty scheme to any individual or company at any time in the future, or cancel the scheme completely.
"It is an offence for any person, without lawful authority or good reason, to have with him in a public place, any article which has a blade or is sharply pointed except for a folding pocket-knife which has a cutting edge to its blade not exceeding 3 inches."
Allen Project Management Limited is a company registered in England and Wales with company number 05854189. VAT Registration GB 116206550
Registered office: 32 Mitford Gardens, Choppington, Northumberland, NE62 5YR.