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Customer service

Price Guarantee

We price our stock fairly and do not over inflate the price so we can discount you into buying on sales.  You will find us very keen to have you as a long term customer and hence will always endeavour to get you a price that you will be very happy with.

 

Right Choice Guarantee

We offer a 100% satisfaction guarantee. If you are not happy for any reason, you can exchange your purchase within seven days of purchase.
In this way we guarantee your purchase will fulfil your needs.
The conditions are:
  • The goods must be in ‘as new’ condition with the original packaging.
  • Proof of purchase required.
  • Any credit must be used within 7 days of issue.
  • Freight is the responsibility of the purchaser.
  • Goods to be returned to the store of purchase.
 

Sales support

Sales support
All Canoe & Kayak staff are passionate about kayaking and are keen to see you enjoy kayaking as much as they do. Whether you're a beginner or advanced paddler they will offer you expert advice to assist you with all your kayaking requirements.
 If you need any further information or can't see what you need, pop down to your local Canoe & Kayak Specialist Centre or give our help desk a call on 09 476 7066 or email us at info@canoeandkayak.co.nz and we'd be happy to help you further.
Please note: We do not carry all products displayed on our website in-store. Please contact your local store if you would like to view an item.
 

Customer Service

If you need any further help;
1/pop down to, or call your local Canoe & Kayak Specialist Centre.
2/ give our help desk a call on 09 476 7066 
3/email us at info@canoeandkayak.co.nz
4/ Post to: The Manager, Canoe & Kayak Ltd, 15 Okura River Road, Okura 0792
 

Cancellation Policy

Please choose carefully as we do not refund if you change your mind. We will however exchange the goods within seven days of shipping for other stocked goods if you make a mistake on sizing or for any other reason. If you receive the goods and you are not happy with them, let us know and we will talk you through other products that we have that will work for you. Any additional freight costs will be the purchaser’s responsibility.
Any amount that is not used up by the replacement purchase and any associated freight costs will be held by Canoe & Kayak as a credit for future purchases.
Call 09 476 7066 or email info@canoeandkayak.co.nz if you have any questions.

 

Delivery and Freight Policy

When we receive your order we will start processing it, we expect that most products are in stock and would be on its way to you within 24 hours (excluding weekend and public holidays). We expect most products will arrive within three days for small items and up to five days for kayaks.
If the product is temporarily out of stock, we will be in touch within 24 hours (excluding weekend and public holidays) to confirm the expected delivery date.  If this date is unacceptable to you, then a full refund will be issued at your request.
If the product is for any reason unavailable, then we will be in touch within 24 hours (excluding weekend and public holidays) to confirm whether a change of product can be arranged to your satisfaction. If this change is unacceptable to you, then a full refund will be issued at your request.
A signature will be required to accept delivery of the goods, so someone will need to be there to accept the delivery. Deliveries are normally Monday to Friday and exclude public holidays. 
If you have any questions please give us a call on 09 476 7066 or email info@canoeandkayak.co.nz
If your goods are Damaged or don’t show up?

If your goods are damaged when they arrive, DO NOT ACCEPT THEM. Please contact us on 09 476 7066 and we will get it sorted.

If your goodies fail to arrive within the expected time frames give us a call and we will sort it out.  If they have gone missing the sooner we know the sooner we will be able to sort it.

Deliveries outside New Zealand are priced on application to ensure we get the most cost effective option for you. 
Please email your enquiry to info@canoeandkayak.co.nz or phone +64 9 262 0209 and we will get you a deal that will make you smile.

Faulty goods

We pride ourselves on selling quality products that we would be happy to use, but sometimes things don’t go as planned. So if the goods are faulty and we agree they are faulty when you receive them and they have not been used by you, we will of course meet our obligations under the Consumer Guarantees Act. This will require the goods to be returned to us, and then we can do one of the following to rectify the situation;
1/ replace the item if you wish.
2/ supply a different product if you wish.
3/ refund the full amount.
Please note we are happy to reimburse you any reasonable freight costs you may incur in returning a faulty product bought on the Canoe & Kayak website. But we do ask you to advise us in advance that you are returning the product and to get our approval of the return freight costs. No reimbursement for freight can be made unless this prior approval is gained.
If you have bought the item through one of our Canoe & Kayak Specialist Centres or through a Canoe & Kayak Specialist Agency, please contact them directly.
Just contact us on 09 476 7066 or email info@canoeandkayak.co.nz and we will sort it all out.

Warranties

All products we sell have a warranty, most are one year or more and are noted on each brand information page on the website. The warranty covers the product being used as it is designed and intended for.
If you have a problem with the product please contact us immediately and we will make every effort to sort it out to your satisfaction.
The steps we take are as follows;
1/ arrange with you to return the goods to Canoe & Kayak or the manufacturer.
2/ confirm with you the claim is accepted or the reasons why it might not be and discuss it.
3/ if the claim is accepted, come up with a plan to repair or replace the product.
4/ repair or replace it and send it back to you.
5/ contact you to ensure you have the product and everything is sorted to your satisfaction.
Please note we are happy to reimburse you any reasonable freight costs you may incur in returning a warranty product bought on the Canoe & Kayak website. But we do ask you to advise us in advance that you are returning the product and to get our approval of the return freight costs. No reimbursement for freight can be made unless this prior approval is gained.
If you have bought it through one of our Canoe & Kayak Specialist Centres or through a Canoe & Kayak Specialist Agency, please contact them directly.
Just contact us on 09 476 7066 or email info@canoeandkayak.co.nz and we will sort it all out.

Manufacturers extended warranties.

Some of our Manufacturers have extended warranties and these are noted on each brand information page on the website. To activate these extended warranties you will need to complete the online form or warranty card supplied with the product at the time of sale/delivery and return the card to the manufacturer as requested.
Please note that outside the normal warranties, you can still deal with Canoe & Kayak if you have any problems with any products bought through us. We are well known for going out of our way to ensure customers get a fair deal and are looked after.
Extended Warranties are issued by the Manufacturer and not by Canoe & Kayak and hence the responsibility to honour these extended Warranties is up to the Manufacturer alone.
 

Guarantee

We live, breathe, sleep kayaks. Its who we are. As specialists we aim to offer you the best range to give you the best choices. We work hard to resolve all our customers needs and concerns.
  • Extensive Knowledge
  • Huge Range
  • Problems Solved
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Contact our Stores

09 815 2073
09 479 1002
09 262 0209
07 850 1002
07 574 7415
07 378 1003
06 751 2340
04 477 6911
 

Contact our Agents

Christchurch  03 377 6161
 

All other areas

All general enquiries: 

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