Where did these policies come from?
Undercurrents is a locally-owned and operated retailer of all things paddling. We love paddling and just want to help others learn to love it, too!
We pride ourselves on being easy to get along with, and we believe it is important that in every transaction everyone is treated fairly! You'll find these policies are very reasonable, fair to everyone and well thought-out.
Retail Return Policy:
- When you purchase products from Undercurrents, they can be exchanged or returned for a full refund, provided they are unused, the price tags are intact and you present our original receipt with the credit/debit card receipt within 14 days of purchase.
- All sales are final on boats/boards, special orders and items that are 30% off or more.
- Special order deposits are non-refundable.
Some customers need to live with an item for a bit to see if it is right for them. We respect that and so we give you 14 days to change your mind. If you return something, we need to be able to turn it around and sell it to another customer, so it needs to be unused and have the tags intact.
We require our original receipt so we can be sure to refund the correct amount to you.
The credit card companies demand that we refund any charges to the same card used in the original purchase. If you don't have that card any longer, or cannot provide the credit card receipt, we will give you an Undercurrents Gift Card in the appropriate amount. Undercurrents Gift Cards never expire!
Once a boat or board has been purchased we can no longer claim it is "new", even if it has not been on the water. And some customers care a great deal if their boat/board is "new" or not, so we cannot take it back.
We are always happy to special order an item for you - that's one of the many benefits of dealing with Undercurrents. Special orders are items we ordered in especially for you, under your direction, and based on the agreement that you will accept the item once it arrives. It might be a product that we don't normally have in stock because it is very specialized, even for a specialty store like Undercurrents, or it's the wrong time of year, or a myriad of other reason. If you change your mind after we order the item under your direction, you are responsible to pay fully for it. That's fair. Undercurrents is not responsible for any delays from the manufacturer(s).
Items that are 30% off, or more, are "liquidation priced." At those prices, we can't afford the additional costs of accepting returns. No refunds is the industry standard policy for liquidation items.
Lesson Registration & Cancellation Policy:
- Full payment is due at the time of registration to secure your spot in a lesson.
- On the rare occasion when Undercurrents cancels a lesson, we will make every reasonable effort to register you in an equivalent program, or issue a full refund; it is your choice.
- If you cancel or change dates more than 7 days prior to the course commencement (14 days for multi-day courses), you will receive a full refund less our $10 administrative fee.
- There is no refund if you cancel within 7 days of the course (14 days for multi-day courses).
We are thrilled to reserve a space for you in one of our industry-leading lessons, provided you are committed to attend the lesson on that date. We bill you the full amount at registration so you don't need to mess with payment on the day of the lesson - we know you really just want to get out paddling! It also separates the committed from the rest.
If we need to cancel a lesson, then we will move you to another date or give you a full refund - your choice. That's just fair.
After we reserve a space for you in a lesson, we have likely had to say "sorry, we are full" to others - our lessons usually fill because of our great Paddle Canada certified instructors, our low instructor:participant ratio and our quality gear. If you drop out of a lesson (or move to another date) we have lost the opportunity to allow someone else into that lesson. If we have a week or more (two weeks for multi-day courses), we'll gamble that we are able to fill your space, and we'll take that risk, so we refund most of your money. But if we have less than a week, we cannot be sure we can replace you, so you pay for the space that you committed to. That's fair, too.
Rental Registration & Cancellation Policy:
- Full payment is due by Visa or MasterCard to reserve rental equipment.
- We will only rent to adults.
- At the time of pick-up, the renter must be present to sign the waiver, and to present their driver's license and the credit card which they used to reserve the gear.
- If you need to cancel your reservation for any reason, we retain the first day's rental fee as a non-refundable deposit. Please be sure of the dates before you commit to a rental!
- If you return gear late, we charge double the daily rent!
We are thrilled to reserve some of our rental gear for you, provided you are committed to take the gear during the time you booked. We bill you the full amount at registration so you don't need to mess with payment on the day of the rental - we know you really just want to get out paddling! It also separates the committed from the rest.
We only rent to adults, because only adults can legally sign our industry-standard waiver.
Insisting that the renter sign the waiver in person and present their credit card and driver's license is for your protection and ours. Some thieves rent gear over the phone with a stolen credit card, pick it up at the appointed time and disappear. By the time it is uncovered that the credit card is stolen, the thief and gear are long gone and your credit card has been charged, possibly harming your credit rating.
The signature on the waiver, the credit card and driver's license all need to belong to the same person - that person agrees to take responsibility for the gear, and guarantees it with their credit card.
After we reserve gear for you for a specific day, we have likely had to say "sorry, it is taken" to others - our popular gear is in strong demand. If you skip your reservation (or move it to another date) we have lost the opportunity to allow someone else to use the gear that day. Also, a significant portion of our cost-to-rent is in the process of booking a reservation. We keep the first day's rental fee as compensation and we accept the risk that we may or may not be able to rent it to someone else for the remainder of your rental period. That's more than fair.
If you return gear late it can ruin the next customer's day, or even their entire vacation! We charge double to create a disincentive to being late. If, in the midst of a rental, you decide you want to keep the gear longer, just give us a call. If we can extend the rental period, we will gladly do so. But if someone else has booked that gear, and we cannot switch things around, then you need to bring it back on time. That's fair.
Respect & Courtesy Policy:
At Undercurrents, we believe strongly that everybody is due basic respect and courtesy. Every member of our team will demonstrate basic respect and courtesy to each other, to our customers and to our suppliers.
Anyone who fails to demonstrate basic respect and courtesy to a member of our team, or anyone else on our premises, will be denied service and asked to leave. At our discretion, they may be banned from the store for a significant period.
Repair & Warranty Policy:
- "Estimates" are estimates.
- We are not responsible for your property while it is in our possession.
- No goods held over 30 days.
- Manufacturer warranties are legally between you and the manufacturer, but we are here to help!
We always provide our best estimate of the cost to effect a repair, based on our extensive experience. However, on occasion hidden damage becomes apparent after the repair has been started. When the actual cost of repair will significantly exceed the original estimate, we will do our best to reach you and let you know. Equally, when the job turns out to be easier than anticipated, the price you pay will be less than the estimate. In all cases, we charge you the fair price.
Not being responsible for your property is an industry-standard policy. Of course, we do our best to protect your property from theft and damage. But sometimes things happen that are beyond our control. In those cases, we are responsible for our property, and you are responsible for your property. That's fair.
No goods held over 30 days is another industry-standard policy. We have invested into the repair of your property with the expectation that the repair price will be paid in a reasonable time. If you abandon your property (i.e. leave it with us for more than 30 after repair completion), we have the right to sell it to to recoup the price of the repair. If the sale price is insufficient to pay the repair, you are responsible for the balance. If the sale price exceeds the repair price, we will try to forward the excess to you. If we cannot connect with you, those excess funds will be remitted to the province. That's the law.
If you purchase a product from us and it fails while under the manufacturer's warranty, we will try to help you. Normally we contact the manufacturer on your behalf and try to expedite the repair or replacement. Each manufacturer has their own warranty policies and we are as bound by them as you are. Still, we use our powers of persuasion to get you the best warranty service possible, and are usually successful.
If there are costs to ship parts or products back and forth, you may need to pay those shipping costs, depending on the warranty of that particular manufacturer.