Refund policy

Returns, Exchanges, and Refunds

Returns and exchanges on new, unused, and originally-packaged NES purchases will be granted to the original purchaser within 30 calendar days of the order date when accompanied by the original receipt. Please continue reading to learn more.

Within 14 calendar days of the order date, a merchandise exchange or Store Credit may be available to the original purchaser for product that has been used once and is, during that initial use, determined not to perform as described. We suggest that the purchaser consults with us *before making a purchase to assist with their buying decision*. The amount to be credited (up to 100%) will be based on the condition of the item used, as reasonably determined by NES Staff. This policy does not apply to any situation involving a product defect or other circumstance that pertains to manufacturing workmanship. Those situations require a warranty claim instead. If the item is not in like-new condition, the amount credited will be less than 100%. We ask that the original paperwork is included with your item's return.

We cannot accept returns on Demo, Rental, Blemished/“2nd’s”, Defective (unless approved by the Manufacturer), or Used (Second-hand) products unless it is immediately determined to be structurally damaged or defective upon receipt. Please take photo evidence with timestamp of the carton damage and any other damage to the internal components at the time of delivery or on the same day as delivery and report the issue immediately to the delivery driver and NES for review. We recommend that prospective buyers request photos and/or videos of the item before purchase unless a store visit can be arranged to view the item.

Note: returns and exchanges on electronic motors and other electronics may require direct involvement and resolution by the manufacturer. NES generally does not accept returns or exchanges of electronic products unless those items are still factory sealed.

No refunds or exchanges will be accepted after 30 days on any product for any reason, defects and warranty claims excepted, pending manufacturer authorization. Unlike almost all retailers, NES operates as a liaison between parties to troubleshoot warranty claims and attempt to resolve them—sometimes in-house—as a service to our very valued customers.

No returns accepted on items that have been modified by NES or the customer; in other words no returns can be allowed on products that received an installation service This policy applies to, for example, a vessel, vehicle, bike, ski, or other such item that requires material modification (drill holes, etc.) application of materials or chemicals (e.g., fiberglass patch, foam stick-on pads, etc.) for the installation to be conducted.

Services such as installation, instruction, demonstration and rental programs, tours, and the like have their own separate satisfaction terms and conditions. Please inquire about these policies. In the end, we will make all reasonable efforts to ensure you are satisfied, as we care immensely about your experience as a customer and lifelong Explorer!

For approved returns, the refund will be processed to the original payment on-file with the exception of Store Credit situations, as previously mentioned. Cash returns require advance notice to ensure funds are available to be tendered to the customer. We do not keep large sums of cash on premises and are seldom paid with large sums of cash.

We strive to give you an abundance of guidance to help you make an informed decision based on the information you provide to us, should you need consultation in person, over the phone, or via email. We will never mislead you and appreciate the trust you place in our service. Ultimately the decision whether to purchase is yours. When at our physical store, you have the opportunity to "try-before-you-buy" most products through our demo and rental programs. We do not offer a remote version of this program, unfortunately.

Restocking Fee

There is no restocking fee on almost all product sold (oversized / high value items excepted, per the below) and, generally speaking, returns are free of processing related fees minus the return shipping charges.

A 10% restocking fee will apply to all eligible returns and exchanges on Paddleboards, Canoes, Kayaks, Bikes, Motors, Trailers, Fishing Pole/Reel Combos, and Tents due to the complexity and size involved.

Restocking fees do not apply to defective product, as classified by the manufacturer, or to product that was received damaged by the shipping carrier. Refunds for defective products may require manufacturer authorization before the refund can be issued, however, we work hard on your behalf to avoid or expedite that step through our valued relationships.

Return Shipping