Policies

Returns Policy

Returns, refunds, exchanges and payment methods, explained simply.

Last updated: 7 September 2026

We want you to be happy with your purchase. If something isn't right, here's how returns, refunds and exchanges work.

Canoe Returns

Every Campbell canoe is hand-built to order for you, so — outside of your right to return a faulty item — canoes aren't covered by a standard change-of-mind return. If your canoe arrives faulty or not as ordered, contact us within 14 days of collection or delivery and we'll put it right.

Because each canoe is made to order, it's treated as a bespoke item under UK consumer law, which affects your statutory right to cancel for a change of mind — this doesn't affect your right to a canoe that's as described, of satisfactory quality and fit for purpose. We'd recommend having this clause checked over by a solicitor before the site goes live, just to make sure the wording holds up.

Merchandise & Accessory Returns

Paddles, buoyancy aids, bags and merchandise can be returned within 14 days of delivery. To be eligible, items must be unused, in their original condition, and in their original packaging.

How to Start a Return

Email us at hello@campbellcanoes.co.uk with your order number and details of what you'd like to return, and we'll talk you through the next steps.

Refunds

Once we've received and inspected your returned item, we'll let you know it's arrived and confirm whether your refund has been approved. Approved refunds are returned to your original payment method and should show up within 10 working days, depending on your card issuer.

Exchanges

Want to swap for a different size or item instead? Get in touch and we'll guide you through it.

Return Shipping

You're responsible for the cost of shipping an item back to us, and this cost isn't refundable. If your refund is approved, any return shipping cost we've covered on your behalf will be deducted from it.

Payment Methods

We accept payment by credit or debit card through our secure checkout, powered by Stripe. If you'd like to arrange payment another way — for example a bank transfer on a larger order — please contact us directly to discuss it.

Contact Us

Questions about a return? Email hello@campbellcanoes.co.uk and we'll help.

Policy Updates

This policy may be updated from time to time. Please check back periodically for the latest version.

Still have a question?

We're always happy to talk it through