Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@squarerock.co.uk If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at shop@squarerock.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Boat Warranty

Jackson Kayaks purchased through an authorised dealer are covered by a 1-Year Limited Warranty against defects in materials and workmanship from the date of purchase. This warranty is valid for the original owner only and applies when the kayak is used in a reasonable manner and maintained according to recommended guidelines.

This warranty provides for the repair or replacement of any defective part of the product, at the sole discretion of Squarerock

To help ensure a quick resolution should any issue arise, customers are encouraged to register their kayak as soon as possible after purchase. In the event of a warranty claim, please contact the authorised dealer from whom the kayak was originally purchased.

Please note that Jackson Kayak does not guarantee any kayak to be unbreakable. The following are not covered under this warranty:

• Normal wear and tear
• Damage caused by misuse, abuse, or lack of proper maintenance
• Alterations or repairs carried out by unauthorised persons
• Kayaks used for commercial purposes, including hire or rental
• Any additional expenses
• Consequential damages
• Incidental damages, including damage to property or personal injury
• Transportation costs to and from the dealer or service centre

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note: we are not able to refund delivery costs unless an item has arrived faulty or not as ordered.