Refund policy

Every ski and snowboard we make is built to order on Vancouver Island with care. We want you to ride gear you love, so here is how returns, exchanges and refunds work.

Skis and snowboards

Every ski and snowboard return needs a return authorization before anything is sent back. Contact us with your order number and the reason for the return. We assess each item at our factory before a return or refund is processed. Return shipping is the responsibility of the purchaser.

Custom topsheets and fully bespoke builds are made for you alone. They need full payment before production begins and they are non-refundable.

Apparel and accessories

You may request a return within 30 days after your order is delivered. Items must be unused, unworn, in the same condition you received them, with tags and in the original packaging. We will ask for your order number or proof of purchase.

You arrange and pay for return shipping. If you are shipping an item over $75, use a trackable service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

A 10% restocking fee is deducted from your refund. We may reduce your refund further if an item shows signs of use, is damaged or is missing parts for reasons not due to our error.

Only regular priced items may be refunded. Sale items cannot be refunded.

How to start a return

Use the form on our contact page with your order number and the reason for your return. If you have an account, you can also start a return request from your order history.

If your return is approved, we will send you instructions on how and where to send your package. Items sent back without a return authorization will not be accepted.

Exchanges

Contact us before returning your item. Check that the size or colour you want is in stock and name it in your first message. The item is not held for you until we have confirmed the exchange and taken it out of stock.

Damages and issues

Inspect your order when it arrives. Contact us right away if an item is defective, damaged or not what you ordered and we will make it right.

Refunds

Once your return is received and inspected, we will email you to confirm it has arrived and let you know whether the refund is approved. Approved refunds go back to your original payment method. Original shipping costs are not refunded.

Your bank or payment provider may need extra time to post the refund. If you have not seen it within a reasonable period after approval, check with your card issuer or bank first, then contact us.

European Union and United Kingdom customers

If you are a consumer in the European Union or the United Kingdom and buy from us online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies. Custom and bespoke builds made to your specification are exempt.

After you tell us you wish to cancel, return the goods within 14 days. We will refund eligible cancelled orders within 14 days of receiving the goods back or proof that you have sent them. We refund the product price and the cost of standard delivery. Any extra paid for express delivery is not refunded.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that apply if goods are defective, not as described or not delivered within the agreed timeframe.

Contact

To request a cancellation, start a return, ask about an exchange or report a damaged item, use the form on our contact page.