Returns & refunds
Return & Refund Policy
Last updated: 26 October 2026
Right of Withdrawal
If you buy products from Northkayak through our online store as a consumer, you have the right to withdraw from the contract within 14 days without giving any reason, in accordance with applicable EU consumer protection rules.
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. If you ordered several goods that are delivered separately, the period starts when you receive the last item.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the withdrawal period expires, preferably by email to:
Please state your name, your order number and the products you want to return. You may use the model withdrawal form below, but it is not obligatory.
Once we have received your withdrawal, we will confirm it and give you the return address.
Refunds
If you withdraw from the contract, we will refund all payments received from you, including the original standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. Additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer will not be refunded.
We will make the refund using the same payment method you used for the original transaction, unless expressly agreed otherwise. You will not be charged any fees for the refund.
We may withhold the refund until we have received the goods back or until you have provided proof that you have sent them back, whichever is earlier.
Returning the Goods
You must send back the goods without undue delay and in any event no later than 14 days from the day you informed us of your withdrawal. The deadline is met if you send the goods before the 14-day period has expired.
You bear the direct cost of returning the goods. Smaller items can be returned as a standard parcel. Plastic (hard-shell) kayaks cannot be returned by normal post – the return cost for a plastic kayak is at most €200. Please contact us before returning a kayak or another bulky item – we will help you arrange the return transport and confirm the exact cost in advance.
To make sure your return arrives safely, please:
- Return the product in its original packaging if possible, otherwise packed securely enough that it will not be damaged in transport
- Use a trackable shipping service and keep your proof of shipment
- Do not send the return cash on delivery or to a collection point
Condition of Returned Goods – Test Paddling at Home
We want you to feel sure about your new kayak. You are therefore welcome to test paddle it on the water at home before you decide – and if it doesn’t feel right, you can still return it within the withdrawal period.
When you test paddle, please treat the kayak with care: paddle in calm water, avoid dragging it over rocks, gravel or concrete, and rinse and dry it before you pack it for return.
Light surface marks that normally occur during a careful test paddle will not lead to any deduction. If the kayak has been damaged – for example deep scratches, dents, cracks or other damage that means it can no longer be sold as new – we may deduct an amount corresponding to the actual loss of value from your refund. If so, we will show you photos of the damage and explain the deduction before the refund is made.
For other products, you may examine them as you would in a shop. You are only liable for any loss of value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Defective or Incorrect Products
If a product is defective or you received the wrong product, please contact us at info@northkayak.com. This is handled as a complaint under your statutory rights, not as a withdrawal. See our Terms & Conditions.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Långholmen Kajak AB (Northkayak), Hornsgatan 151, 117 34 Stockholm, Sweden, info@northkayak.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
__________________________________
Ordered on (*) / received on (*): ____________
Order number: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is notified on paper): ____________
Date: ____________
(*) Delete as appropriate.
If you have any questions about returns or refunds, please contact us at info@northkayak.com.