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RETURN & EXCHANGE POLICY

At Freedom Outdoors, we want you to be completely satisfied with your purchase. If you are not happy with a product, you may be eligible to return it for a refund or exchange, subject to the terms below.

This policy applies to purchases made through our online store or in-person.

RETURN ELIGABILITY

You may request a return within 14 days of the delivery or in-store purchase date, provided the following conditions are met:

  • The item is unused, unassembled, and in original packaging

  • The item is in resalable condition

  • You have the original receipt or proof of purchase

NON-RETURNABLE ITEMS

  • Used kayaks or paddling gear

  • Clearance, final sale, or custom-built items

  • Items damaged due to misuse or neglect

  • Special Order Items, Safety Kits & Bike Racks are Final Sale.

HOW TO INITATE A RETURN

To begin the return process:

  1. Email us at utopiapaddlesports@gmail.com and tell us the reason for the return

  2. Our customer service team will respond within 1–2 business days

  3. If eligible, you’ll receive instructions

  4. Pack the item securely and include your name and invoice number

  5. Ship the item to the return address provided

Please do not return items without prior authorization.

RETURN SHIPPING

  • Customers are responsible for return shipping costs, unless the return is due to a shipping error or product defect.

  • We recommend using a trackable shipping method and purchasing insurance.

  • Freedom Outdoors is not responsible for lost or damaged return shipments.

REFUNDS

Once we receive and inspect your returned item:

  • If approved, your refund will be processed within 5–10 business days

  • Refunds will be issued to the original payment method

  • Original shipping fees are non-refundable

If the returned item is not in acceptable condition, a partial refund or store credit may be issued at our discretion.

EXCHANGES

If you wish to exchange an item for a different size, colour, or product:

  • Follow the same return process above

  • Once we receive your return, we’ll issue a refund, and you can place a new order for the desired item

We do not hold replacement items in advance for exchange.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective:

  1. Contact us at utopiapaddlesports@gmail.com within 48 hours of delivery

  2. Provide clear photos of the damage and packaging

  3. We will assess the issue and may offer a replacement, repair, or refund

 We may also file a claim with the carrier on your behalf.

IN-PERSON RETURNS/EXCHANGE

If you purchased in person or selected local pickup:

  • Bring the item and receipt to our store within 14 days

  • All other conditions in this policy still apply

QUESTIONS?

If you have any questions or concerns regarding your return or refund, please contact:

📧 Email: utopiapaddlesports@gmail.com
📞 Phone: 705-309-8815

Thank you for shopping with Freedom Outdoors. We appreciate your business and will do our best to ensure a smooth return experience.

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