Faulty goods

What this policy covers

This policy covers items that are faulty, that were damaged before they reached you, or that do not match what you ordered. In those cases you choose between a replacement and a refund.

It does not cover change of mind, fair wear and tear, or damage caused by use outside what the product is designed for — line broken by a fish well over its rated strength is line doing its job, not a fault.

Nothing here reduces your rights under Canadian consumer protection law or equivalent legislation where you live. Where those rights are stronger than this policy, those rights apply.

Telling us

Report the problem within 30 days of delivery. Email [email protected] with:

• Your order number, in the form CFL-YYYYMM-XXXXXX.
• Which item is affected, if the order had several.
• A short description of the fault.
• A photograph, where the problem can be seen.

We reply within 1–2 working days with a decision and, when the item needs to come back, a return address.

Please wait for that address before sending anything. An unannounced return is difficult to match to an order, which slows down exactly the thing you are trying to speed up.

Return postage

Where we accept that an item is faulty, damaged in transit, or incorrectly supplied, we cover the cost of returning it. We will tell you how before you post anything.

If an item comes back and turns out not to be faulty, we will explain why and return it to you.

Replacements and refunds

Once the return arrives and the fault is confirmed, you get a replacement or a refund, whichever you asked for. If the item is out of stock and you wanted a replacement, we will offer a refund instead rather than leave you waiting indefinitely.

Refunds go back to the original payment method through Stripe — we cannot send one anywhere else. Your bank or card issuer decides how quickly it appears, typically within a few working days of us issuing it. A refund covers the item and the shipping you paid for it.

Cancelling before dispatch

An order that has not shipped can usually be cancelled in full. Contact us with your order number as soon as you can — once a parcel is with the carrier, the faulty goods process above is the route.