Refund, return, and exchange requests will only be considered under the following conditions if received within 30 days of purchase / receipt of the item.
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. Additionally, upon receipt of your items, please document any damage to the packaging so we can evaluate if potential damage to products was due to a mishandling of the shipment by the shipping provider.
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.
Boats & Accessories
If the boat has not been used and NW Watercraft agrees to the return, the customer will be responsible to ship the product back to NW Watercraft. Once the boat is received and inspected, a refund will be initiated. The refund will be for the amount of the purchase less a 25% restocking fee and payment processing fees. Damaged products and/or used products will be reviewed and considered for a refund prior to issuance, but a refund my be rejected entirely on the basis of the review. Please read our exchange policy for more options.
Torqeedo Motors & Accessories
Purchases of Torqeedo Motors and Accessories will not be refunded if they have been used in the water. Products must be in original packaging. If original packaging is not available, the customer will have to cover the cost of new return packaging. As the shipment of Li-ion products is generally considered hazardous material, the customer will have to work with NW Watercraft to fill out the required paperwork and schedule a pickup with our carrier. The cost of the return shipping and scheduled pickup will also come at the customers expense. Once the Motor and/or Accessories are returned and inspected for damage, a refund can be issued following the findings from the inspection. A refund will be issues for the amount of the purchase, less a 25% restocking fee and payment processing fees.
To initiate a return, you can contact us at firstname.lastname@example.org. Items sent back to NW Watercraft without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. NW Watercraft will not accept returns on sale items or gift cards.
NW Watercraft will allow exchanges at their discretion. Customers can submit exchange requests to firstname.lastname@example.org. Please include what product you have and which product you wish to receive in exchange for your product. We also request pictures, documentation, and other information to help us assess the state of your product. Exchanges will be judged on a case by case basis. After reviewing the condition of your boat or product, NW Watercraft may or may not decide to allow the exchange of the product. If approved, the customer will need to cover the return shipping cost back to NW Watercraft. After inspection of the product, we will ship your desired product. Exchange offers may include additional costs that will be agreed upon and invoiced prior to the return shipment of the product NW Watercraft.