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    General Terms & Conditions

    By making an online purchase on this Website, or by making your purchase by phone or in store, you accept the General Terms and Conditions of Sale of Aerosport.

    This document can be modified over time to adapt to the evolution of our offer, technologies and laws. Aerosport may add, modify or withdraw parts of this document if Aerosport believes it is appropriate to do so, with immediate effect. This will not apply for transactions in progress at the time of their entry into force. Each time Aerosport updates this document, the date on which the changes have been made will be indicated.

    April 8th, 2021.

    1. ONLINE PAYMENTS
    2. PROCESSING OF ORDER
    2.1 PRE-ORDERS
    3. CANCELLATION OF ORDER
    4. RECEPTION OF ORDER
    4.1 CONTACTLESS PICK-UP, ON APPOINTMENT
    4.2 SHIPPING
    4.3 OVERSIZE ITEMS
    5. RETURN POLICY - 30 DAYS
    6. REIMBURSEMENT OF SHIPPING COSTS
    7. RETURN OF SPECIAL ORDERS
    8. ORDER ERROR
    9. DEFECTIVE ARTICLE
    10. FINAL SALES
    11. WARRANTY
    12. SECURITY AND PRIVACY
    13. CONTACT
     

    We do all we can so that our Website reflects the availability of items. In the case of unavailability of a product purchased online, we will quickly contact you to notify you, offer you another product or cancel your order, depending on your decision.

    Prices are subject to change. In case of a difference between the price displayed online and the price indicated in store, the price in store prevails.

     

    1. ONLINE PAYMENTS
    All prices are given in Canadian Dollars. Payments can be made with Visa, Mastercard (via Lightspeed Payment). All transactions are entirely secure. We are never aware of any of your banking informations. Also, no credit card information is stored. 

    A proof of ID is required before shipping any online order. This may affect the processing time of orders.

     

    2. PROCESSING OF ORDER
    As of April 8th 2021, and due to an increase of orders, the time for processing your order may be longer than usual. Orders are processed within 3-5 working days (business days, Holidays excluded) after payment and proof of ID are received. After your order has been processed, we will contact you to fix an appointment to pick up your order, or you will receive an email* to confirm the shipment of your order, depending on the option you have chosen. 
    *Please remember to check your spam mail box.

    On-line availability of products usually reflects our inventory. If the article you purchase became out of stock since the last update, we will call you to let you know about it and suggest a similar item, if possible. If the new item do not meet your expectations, you will still be able to cancel your order. We will refund the full amount of your order.

    2.1 PRE-ORDERS

    Please note that the choice of model/color/size of the reserved items cannot be modified.

     

    3. CANCELLATION OF ORDER
    If you choose to cancel your order prior to delivery (shipping or pick-up), you will be automatically charged a 5% administration fee. The administration fee will be applied to the total including taxes.

     

    4. RECEPTION OF ORDER

     

    4.1 CONTACTLESS PICK-UP, ON APPOINTMENT ONLY, in our Oka store parking lot.

    Free. If you plan to pick up your order in Oka, you must check the box < Contactless Pick-up... > in your online cart or tell us so when you purchase by phone. As soon as your order will be processed, our team will contact you to fix an appointment or you will receive a confirmation message with a link that will allow you to make your appointment directly to our online calendar. No appointments can be made before you get the confirmation that your order is ready.

    If the pick-up option does not appear when you pay for your online shopping cart, do not proceed with the online purchase; call us instead at 450 415-0582. SHIPPING COSTS PAID AT THE TIME YOU ORDER ONLINE CANNOT BE REFUNDED, even if you change your mind.

     

    4.2 SHIPPING across Canada, except oversize items.

    We ship SUP and inflatable kayaks everywhere in Canada, (standard shipping cost are offered during the on-line process or over the phone), with UPS, FedEx or Purolator.

    Delivery must be made to a physical address (post box not accepted; 2nd shipping is on your charge, if needed).

    Aerosport's responsibility stops when the order is picked up by the carrier. It is your responsibility to ensure the security of the shipment upon arrival at your door. Aerosport assumes no responsibility for an order that has been confirmed by the carrier. If you cannot ensure the security of the order upon delivery to your door, do not order online and do not have your order delivered.

    We are not responsible for delivery delays that would be due to the carrier.**

    If the real shipping cost appears to be different from what you paid on-line, we will contact you to inform you and adjust payment. If this does not meet your expectations, you will still be able to cancel your ordre. We will refund the full amount of your order.

    **Circumstances surrounding the pandemic are currently causing delays for some transportation companies. Our shipping tool allows us to be notified of delays at any of the shipping companies at the time we ship your order. If we see that the shipping company you have chosen is experiencing significant delays, we reserve the right to use another company to ship your order. In this case, even if the new shipping cost is less than what you paid, no adjustment will be made. Shipping costs are not refundable.

     

    4.3 OVERSIZE ITEMS
    RIGID SUP | RIGID KAYAKS | PADDLES | BIKES | etc. : You can plan the a Parking lot pickup (on appointment only) or coordinate the pickup with a carrier of your choice, by notifying us in advance. As soon as your order will be processed and your items ready to pick up, we will contact you and invite you to take an appointment. No appointments can be made on the same day.

     

    5. RETURN POLICY - 30 DAYS
    If you are not satisfied with the product you ordered, you must contact us by email at [email protected] for a return number, if authorized. The general conditions of sale by type of product vary. Read all of the following sections carefully.

    FOR AN AUTHORIZED RETURN, THE GOODS TO BE EXCHANGED MUST BE:
    • New
    • Have never been used
    • In its original unaltered packaging (the package or box must not have been broken)
    • With original labels
    • With its accessories and manuals
    • Mandatory proof of purchase
    • If the item is unsuitable for resale, for any other reason, the return will be refused.
    • The item must be sent back within 5 days from the moment of the agreement, by regular mail (proof of sending may be required).
    • We do not cover shipping costs for the return of the product(s).

    You must allow 1 to 2 weeks after receipt of the merchandise for your account to be credited (the credit will be applied to the card with which the purchase was made). Financial institutions sometimes require 1 to 2 billing cycles before the credit appears on your account statement. Please check with your financial institution before contacting us.

     

    6. REIMBURSEMENT OF SHIPPING COSTS
    We do not cover shipping costs for the return of your product, unless we have made a mistake in preparing your order or if the product is defective. You are responsible for shipping costs for authorized returns and they are non-refundable. Aerosport assumes no responsibility for goods returned in transit to its warehouse. For your protection, we recommend that you use proof of delivery and insure your package against loss or damage. We recommend that you have a tracking number from your carrier.

     

    7. RETURN OF SPECIAL ORDERS
    The return of special orders and/or items that Aerosport does not normally keep in stock is at Aerosport's sole discretion. The request must be made by email to [email protected] If Aerosport accepts the return of an item from a special order, a 20% charge may apply. We do not cover shipping costs for the return of an item purchased on special order.

     

    8. ORDER ERROR
    If we have made a mistake, we will do our best to correct the problem. If you have received the wrong item, or the right item but the wrong color/size, you must contact us by email at [email protected] We will immediately send you the correct item, if we have it in stock. We will coordinate the pickup of the wrong item by sending you a delivery slip so that you can return the items to us, free of charge. We will not refund the fee if you choose to send the item yourself.

     

    9. DEFECTIVE ARTICLE
    For any defective item, please contact us by email at [email protected] Be prepared to explain and/or send photos and videos of the problem, if requested.

    According to the guarantee of the manufacturer of the product, and after noting the non-conformity of the product at the reception, we will make the link with the company concerned, or will proceed to an exchange by an identical product, according to its availability, if and only if the manufacturer authorizes us to do so.

     

    10. FINAL SALES
    Swimwear, neoprene items, bodyboards and skateboards are final sales. All sales on sale items (special/promotion/clearance/etc.), including kayaks, SUPs, surf boards and bikes are final sales. These items cannot be returned or exchanged. After 30 days, all sales are final.

     

    11. WARRANTY

     

    11.1 In the case of non-conforming or defective products, the manufacturer's warranty applies. For all complaints or questions on this subject, contact us by email at [email protected] Make sure you are ready to explain and/or document the problem, with photos and videos if necessary.

    Following the return of the article and/or receipt of the information requested by our team, and after noting the non-conformity of the product, we will communicate with the manufacturer within 3 working days and will follow up between you and the manufacturer to assure you the best satisfaction.

    Details of the manufacturer's warranty can be read in the documentation accompanying the product, on our website, in store or on the manufacturer's website.

     

    11.2 Manufacturers' warranties exclude wear and tear due to normal use of the product.
    Generally speaking, manufacturers' warranties do not apply on:
    • Aesthetic imperfections;
    • Damage caused by excessive heat (prolonged exposure to direct sunlight or the heat of an enclosed space);
    • Damage caused by improper storage (excessive humidity, cold or heat);
    • Damage caused by impact, mishandling or other accidents;
    • Damage caused during transportation;
    • Products sold used or demo;
    • Products that have been repaired or attempted to be repaired by the owner or other person not authorized by the manufacturer;
    • Products damaged during exceptional circumstances or accidents covered by your personal insurance.

     

    12. PRIVACY AND CONFIDENTIALITY
    We consider all information about our customers and their orders to be confidential. We respect the right to privacy and therefore, we will not disclose, under any circomstances, personal information to any outside organization.

    Aerosport needs only the following information:

    • Customer name
    • Billing address
    • Shipping address (if applicable)
    • E-mail address and telephone number
    • Credit card number (for orders only)*
    • Expiration date of credit card, verification code and postal code.

    These informations will only be used within the operations of Aerosport store and only for processing a customers order and to inform the customer of the status of their order.

    Aerosport retains the buyer's personal information and order history for an unlimited period of time.

    For more information on this subject, we invite you to visit our section "Confidentiality".

     

    13. CONTACT

    Telephone: 450 415-0582
    Email:
    [email protected]

    Address:
    Aerosport Oka
    55, Notre-Dame St.
    Oka, Qc
    J0N 1E0

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