Returns Policy

Returns

Whitewater West Industries Ltd. wants to make sure you’re happy with your online purchase. If you are not completely satisfied, you can return your order with the original packaging, official pack list and sales invoice within 7 calendar days after the delivery of the product.

Our returns policy is only applicable for online purchases made through <aftersales.whitewaterwest.com> and does not apply to items that are currently covered under your original WhiteWater warranty. Such situations will need to be communicated with your WhiteWater Project Manager.

How to return your order

To return or exchange your order, email us at <aftersales@whitewaterwest.com> to request a pick-up of items to be returned.

We accept returns for exchange or refund 7 calendar days after delivery of the product. We will offer an exchange or store credit, at our sole discretion after 7 calendar days. Items must be in “new, unaltered and unused condition”. Definition of new, unaltered and unused condition is:

• without showing signs of wear and tear or damage in any way
• within 7 calendar days of the delivery date (after 7 days no returns are allowed)
• must not be a special order or a custom order
• unless noted that it cannot be returned or has a different return policy time-period other than those 7 days noted in the item’s description.

NOTE: Product returns for online purchases that are sent back by the customer without the instruction of WhiteWater will not be eligible for reimbursement of the associated shipping costs. WhiteWater will work with each client to have items picked up by our carriers in a timely manner.

Refunds

To receive a refund, the merchandise must be returned in its original condition with its original packaging, along with a copy of all shipping documentation, or your email order confirmation within 7 days of receipt of goods. Once we have accepted and processed your return, we will refund the appropriate amount to the credit /debit card used at the time of purchase.

There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again, you MUST contact us within 7 days, if you intend to return any item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us, will NOT be refunded.

Refunds are contingent upon inspection of item(s), once we receive it.

If an item is received damaged or is incorrectly shipped by us, please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.

Customer is deemed responsible for all shipping costs. If the seller is not at fault.