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Return & Refund Policy

Cancelling or changing my order

Contact us immediately by email or phone to cancel or change your order. We can cancel or change your order only if the product has not yet been shipped.

The easiest way to reach us is to call us at 1-587-735-3535 during business hours.

If we are not available, please email info@kitesource.ca with your First and Last Name, Date of Purchase, and your Order Number.

Please note:

  • A 20% restocking fee will be charged for all returns
  • You will be responsible for all return shipping charges
  • Returns are offered on new merchandise only
  • Kitesource is not responsible for any loss or damage to merchandise during return shipping, and makes no representations or warranties regarding such shipping
  • Any product that has been damaged, is not in its original packaging, or has packaging that has been worn beyond simply opening the product, is not available for return
  • Used merchandise is not accepted for return
  • All returns must be return shipped within seven (7) days of the receipt of the product (as per courier confirmation). All returned items must be in new and unused condition, with all packaging and labels attached. Any delay after 7 days will not be eligible for refund.
  • Close out / Sale items and used gear are all final sales and no returns are accepted
  • Special order items are not eligible for return or exchange

Exceptions

For defective or damaged products, please contact our service team at info@kitesource.ca to arrange a refund or exchange.

For damage occurring during shipping and delivery please do not discard any packaging and materials. Please contact us immediately for further instruction.

Return Process

To start returning process please follow instructions below carefully

1. Email Us

To return an item, please email customer service at info@kitesource.ca to obtain a Return Authorization (RA) number. An RA# is a tracking number and does not confirm authorization for credit, product replacement or warranty. 

Email with your:

First and Last name
Method of Purchase (Website or in the Shop)
If Website, your Order Number
Your Reason for returning

2. Package Your Product(s)

After receiving an Return Authorization (RA) number, place the item securely in the original packaging with the RMA number written clearly on the outside of the box, and mail your return to the provided mailing address.

Please note, you are responsible for all return shipping charges.

We strongly recommend that you use a trackable method and that you purchase insurance for the value of the product(s) to mail your return. This is necessary should shipping company lose or damage the goods. Kitesource is not responsible for delays caused by you or any third-parties. Any product that has been damaged, is not in its original packaging, or has packaging that has been worn beyond simply opening the product, will not be refunded.

3. Refund

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement depending on your credit card company. We will notify you by email when your return has processed.

If your question wasn't answered above, give us a call at 587-735-3535 or send an email to info@kitesource.ca

If your gear fails due to manufacturing defect, we welcome you to contact us in order to facilitate a warranty evaluation by the manufacturer.