As with most small businesses, we try really hard to get things right the first time. We double check orders, we measure twice and cut once, but occasionally mistakes happen. And sometimes, our customers make mistakes ordering their covers.(No, 12-15 meters is not the same as 12-15 feet! ). SO we have set up some policies to make it easier for all of us to understand what our responsibilities are, in case of a mistake.
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Our warranty...If your cover fails within the first 180 days after you receive it due to a defect in materials or workmanship, we will replace it at no charge to you.
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You changed your mind and want to cancel your order.
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What you need to do
1. Email us within 24 hours of placing your order.
2. Explain why you are requesting to cancel your order.
| What we will do
We will acknowledge your email, and will issue a credit to your card within 24 hours.
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How to put it on ...just to make sure of the fit before you call for a return authorization, make sure you have the boat in the Kayak Sak correctly. It might seem obvious to some, but it's not obvious to all. Place the cover on the ground with the handles on the bottom. Open the velcro flap on the right side of the Sak and open the cover. Place the bow , open cockpit side facing up, into the cover first, so that the bow ends up in the front part of the cover, the part with no velcro. Then slide the boat all of the way into the cover and pull it on so that the bow is as far forward as possible, and close the velcro flap. This procedure is extremely important, especially with a custom cover. We fabricate our covers with the bow pointing forward, so the kayak needs to be placed inside the Sak facing the same direction. If the cover still doesn't fit please go to the next step and we will determine what to do next. Thanks.
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What you need to do
1.Email us within 7 days of receiving your cover, telling us there is a problem. Your cover must be in "AS NEW" condition for this process to go further. We will then authorize a return.
2.We will email you another measurement form. This form must be returned with the cover.
3.Once the return is authorized, we will issue a return shipping label. You are responsible for shipping the cover & the form back to us within 7 days of that authorization. If we determine that the problem was due to our error, we will pay all shipping costs. If it is determined that the mistake was yours, then you are responsible for the return shipping cost along with the new shipping charges. We do not accept collect shipments.
| What we will do
Upon receipt of the cover, we will determine what happened. We will compare the cover to our standard patterns ( if it is a standard cover), or the original measurements you sent us when you ordered the cover. Then we will compare the meaurements to the form that you send back with the cover. That will determine if it was our mistake or yours.
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If we measured wrong
We will adjust your cover to the correct measurements within 10 days and ship it back to you via UPS 3 DAY shipping. There will be no cost to you.
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If you measured wrong
1.If you had ordered a Standard cover, and it was just too short, we will send you another cover in the next larger size, for whatever the difference is on our current price list between the two, plus shipping. The original cover must be in " AS NEW" condition.
2.If you had ordered a Standard cover, and it was too narrow ( remember to check the dimensions on our SIZES & PRICES page), or if you had ordered a custom cover, but did not measure correctly, we will adjust your cover to the measurements you sent when you returned the cover, for an additional $60.00 plus whatever method of shipping you prefer.
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