Returns & Refunds Policy

Updated: 25 September 2026

This Returns & Refunds Policy applies to purchases made directly from Iron Raft Ltd.

Nothing in this policy affects your statutory rights.

Returns

We offer a 30-day returns period, meaning you may request a return within 30 days of receiving your order, subject to the conditions below.

To start a return, please contact us at info@iron-raft.co.uk with your order number and details of the item you wish to return.

Returns should be sent to:

Iron Raft Ltd
4A Thornton Way
CB3 0NJ
United Kingdom

Please contact us before returning an item so that we can provide the appropriate return instructions and identify your return when it arrives. Returning an item without contacting us first may delay processing but does not affect any statutory rights you may have.

Your 14-Day Right to Cancel

If you are a UK consumer purchasing online, you normally have a legal right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days of receiving the goods. You then have a further 14 days from notifying us to return the goods.

During this period, you may inspect the goods to establish their nature, characteristics and functionality in the same way that you reasonably could in a shop.

You are responsible for any reduction in the value of the goods caused by handling or use beyond what is reasonably necessary to inspect them. Where this happens, we may make an appropriate deduction from your refund to reflect the reduction in value.

For products such as packrafts and outdoor equipment, signs of use including use on water, dirt, abrasion, staining, damage, excessive inflation or deflation, or other outdoor use may constitute handling beyond what is reasonably necessary to inspect the product and may result in a deduction where the value of the product has been reduced.

Iron Raft 30-Day Return Policy

In addition to your statutory rights, Iron Raft allows eligible items to be returned between 15 and 30 days after delivery.

Returns made under this additional voluntary policy must be:

• unused and in a resaleable condition;

• clean and dry;

• free from damage, dirt, staining, excessive wear or other signs of outdoor or water use;

• unmodified;

• returned with all components, accessories and documentation supplied with the product; and

• returned in the original packaging where reasonably possible.

We reserve the right to refuse a return made under this voluntary 15–30 day returns policy where these conditions have not been met.

This additional policy does not limit any statutory rights you may have in relation to faulty, damaged or misdescribed goods.

Return Shipping

For change-of-mind returns, you are responsible for the direct cost of returning the goods to us unless we have agreed otherwise.

We strongly recommend using a tracked and appropriately insured delivery service and retaining your proof of postage until your refund has been completed.

Please package returned products carefully. You may be responsible for a reduction in value caused by inadequate packaging or damage occurring as a result of how the goods have been packaged for return.

Where goods are being returned because they are faulty, damaged, incorrect or otherwise do not conform to the contract, Iron Raft will bear reasonable return costs where required by law.

Original Delivery Costs

Where you exercise your statutory right to cancel within the applicable 14-day cancellation period, we will refund the price paid for the goods together with the cost of our standard delivery option.

If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

For returns made solely under our voluntary 15–30 day returns policy, original delivery charges are non-refundable unless we agree otherwise or the goods are faulty.

Damaged, Faulty or Incorrect Goods

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact us at info@iron-raft.co.uk with your order number and details of the issue.

We may ask you to provide photographs, video or other information to help us assess the problem before arranging a return, repair, replacement or refund. This helps us resolve problems more quickly and does not affect your statutory rights.

Where reasonably possible, please do not attempt to repair, modify or alter a product before contacting us, as doing so may make it more difficult to establish the cause of a fault.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances.

Consumers may have a short-term right to reject qualifying faulty goods within 30 days.

Damage resulting from normal wear and tear, accidental damage, misuse, improper storage, abrasion, impact or puncture, unauthorised modification or repair, or failure to use or maintain the product appropriately is not considered a manufacturing fault where that damage was caused by those circumstances.

Exchanges

If you wish to exchange a non-faulty product for a different item, the simplest method is normally to return the original item in accordance with this policy and place a new order.

Where goods are faulty, your statutory rights regarding repair or replacement remain unaffected.

Sale and Discounted Items

Sale and discounted products have the same statutory consumer rights as full-price products.

We may exclude particular clearance or final-sale products from the additional voluntary 15–30 day return period, provided this is clearly stated before purchase. This does not affect your statutory rights, including your rights where an item is faulty or where a statutory cancellation right applies.

Custom or Personalised Products

Products made to your specifications, customised or clearly personalised may not be eligible for cancellation or change-of-mind returns where an exemption applies under consumer law.

This does not affect your rights if the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

Refunds

Once your return has been received, we will inspect it and confirm the outcome of your return.

For returns made under your statutory cancellation rights, refunds will be processed within the period required by law. We may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first.

For returns made under our additional voluntary 15–30 day policy, we aim to process approved refunds within 14 days of receiving and inspecting the returned goods.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.

Your bank, card provider or payment provider may take additional time to credit the funds to your account after we have processed the refund.

Orders Already Dispatched

Once an order has been dispatched, we may not be able to recall or cancel the shipment.

You may still exercise any applicable cancellation or return rights after receiving the order in accordance with this policy.

International Orders

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws applicable in their country.

Nothing in this policy is intended to exclude rights which cannot legally be excluded.

Contact Us

If you have any questions regarding a return, refund or faulty product, please contact:

info@iron-raft.co.uk

Please include your order number wherever possible so that we can deal with your enquiry efficiently.