Group: Products

Can I follow my order throughout your logistics process?

Yes, you can log in to your account and follow what is going on with your order.

Your order can have one of the following order statuses:

  • Pending payment: we have not yet received your payment. Most commonly this is because you selected direct bank transfer.
  • Processing: we have received your order and payment, and your order will be prepared for shipping soon.
  • Completed: your order has been labeled and shipped. At this point we cannot change your order anymore, since it has already left the warehouse.
  • Cancelled: your order has been cancelled, either by the customer or the shop owner (e.g. because no payment was received, or the goods are no longer available).
  • Refunded: your money has been paid back, e.g. because the order was cancelled, or it was lost in transit (and cannot be resent again).

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than three weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What does ”available on backorder” mean?

This means that the product is currently not in stock at The Canyon Store. You can still order the article, and The Canyon Store will then order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.

Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.

Can I return goods?

Yes.

The customer has the right to inspect the items upon receipt. The customer is entitled to cancel (part of) the order within fourteen (14) days of receipt thereof, period starting on the day following the day of receipt. The items must be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our FAQ on return costs)

All returns and cancellations must be announced in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. The customer must ship the unwanted items to our warehouse within fourteen (14) days after announcing the return. Do not return goods to the company seat! Returns and cancellations are to be sent to the warehouse only! We highly recommend that goods are returned with a tracking code!

Address of the warehouse:
Webship, attn of CanyonStore
Oudenaardestraat 84 gate 61
8570 Vichte (Belgium)

Note that returns/cancellations which are announced after the grace period of fourteen (14) days (upon receipt) may or may not be taken into consideration. This will be examined case by case.

Returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. The Canyon Store does not charge fees or extras for cancellations or returned goods.

The consumer has the right to unpack the goods, inspect the goods, verify that the size is right, the color of the product matches the color of their eyes, etc. However, if the products are affected by an impairment resulting from the handling of the goods that goes beyond what was necessary to determine the nature, the characteristics and the functioning of the goods, the consumer will be responsible for this. The Canyon Store is entitled to reduce the reimbursement proportionally to reflect this impairment. For example, trying on a pair of shoes in your living room to see if they fit is okay. Trying on a pair of shoes and going on a long walk outside to see if they fit is beyond what is necessary.

Note that personalised items and items specifically tailored to a customer cannot be cancelled or returned. This may include such items as (non-exhaustive list) neoprene suits made to fit, shoes very small or large sizes (such as shoe size 47 or above, shoe size 35 or below for adults,…), laser engraved carabiners, items which are not part of our regular product range, etc.

Our company guarantees quality and service. Should, despite all our efforts and checks, items be delivered that do not meet your demands or that do not reach you in an undamaged condition, we request that you submit a complaint in writing to our Customer Service department (CanyonStore BV, Firmin Jacobslaan 44, 3545 Halen). If you have a problem with goods or services you purchased online, and we cannot reach an amiable solution, please be advised that you can use the European ODR platform to make a complaint and have it resolved by an independent dispute resolution body. For more information, please check https://ec.europa.eu/consumers/odr

Return Policy & Cancellation (for business customers)

Under European law business customers do not have the right to cancel orders or return items. The right to cancel (part of) the order within fourteen (14) days of receipt thereof does not apply to business customers.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

Business customers are defined as clients who enter company details in their invoicing data, i.e. enter a VAT-number and/or company name for the invoicing. This includes non-profit organisations, and as such includes fire departments, governmental agencies, universities, health care organisations, etc. Quite obviously business customers also include for-profit organisations (commercial companies), even if their main goal is not related to canyoning (example: an arborist who buys a canyoning backpack, a travel agent who buys a pair of shoes for personal use but asks to be invoiced on his company).

 

Why do I see prices with and without VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination. If we have to ship your order to a country inside the EU then we are obliged to add VAT. If we have to ship your order to a country outside the EU then we don’t have to add VAT.

If you select a shipping destination outside the EU, then the website will automatically display the correct prices (excluding VAT).

If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intra–community delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)

 

If in doubt, check the VAT test article: The price should be shown as € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.

The price of the VAT test article should be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.

The price of the the VAT test article should also be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.