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Customer services

Not having your equipment in good shape can mean missing your next chance to paddle, so we are dedicated to keeping you on the water. At our Clevedon, UK factory and headquarters we have an expert customer service team who prototype, test, repair and service the equipment we supply. If you have a problem with any of our products, please contact customer services, and we’ll do our best to help.

add Help! I’ve worn out/damaged my Palm gear and want it repaired. What are my options?

Palm paddling gear is designed for use in a variety of conditions, but barbed wire fences, sharp rocks, and other hazards can all take their toll. If your Palm gear needs new seals or socks, has been torn, punctured, heavily worn, or otherwise damaged, then we offer an excellent in-house repair service and can easily fix most garments for a reasonable cost.

If you need a repair, then get in touch and send your gear to us (clean and dry) with a completed returns form. Standard prices are as indicated on the returns form, but if it will cost any more then we’ll let you know how much before we carry out the work.

addHelp! I’ve had my Palm gear for two years or less and it has a defect.

If your Palm gear has developed a defect which is not due to misuse, overuse, or neglect, then we’ll take a look, and will repair or replace it at our discretion. Our 24 month warranty covers any failings in workmanship or materials (workmanship means stitching, seams, taping, etc and materials means fabric and components).

Items should be returned to the shop that you bought them from, along with your proof of purchase. Our warranty only covers the product’s first owner. In some circumstances it may be difficult to return to the point of purchase, in which case you should post the item directly to us (clean and dry) with a completed returns form.

addHelp! My gear’s older than two years and it has a defect.

If your gear is more than two years old then it falls outside our standard warranty. However, we will still take a look and get back to you. If it has worn out due to fair wear and tear, then we offer a great repair service at a reasonable cost. We will let you know the cost before we carry out any repairs.

Items should be returned to the shop that you bought them from, along with your proof of purchase. In some circumstances it may be difficult to return to the point of purchase, in which case you should post the item directly to us (clean and dry) with a completed returns form.

Alert

Please clean and dry your kit thoroughly before you send it to us. We cannot service wet, muddy or dirty kit. You will be liable for the return cost of wet or dirty items.

Standard repair services

Gaskets

A factory fitted replacement for your neck, wrist, ankle or bicep seal. Price includes removal of the old seal and replacement with a fully stitched and taped new seal and QC check.

Socks

A factory fitted replacement latex or fabric sock. Price includes removal of the old sock and replacement of a fully stitched and taped new sock. Socks can be fitted to some garments which originally had ankle gaskets.

Zips

A factory fitted replacement for your waterproof entry or relief zip. Includes removal of the old zip and replacement with a fully stitched and taped new zip and QC check.

PFD float test

We’ll check your old PFDs in our factory water tank. Each PFD receives a report on wear and tear as well as the floatation compared to the ISO standard and original manufactured rating.

Water test

A professional inspection of the waterproofness of your garment and full inflation water test. Garments under warranty are tested free of charge.

Panel + seam repair

Replacing a damaged waterproof fabric panel or patching your waterproof garment are non-standard repairs. Get in touch to describe what you need before you send it to us for a quote.

Latex sock (single) £41.00
Latex sock (pair) £65.00
Latex ankle seal (single) £30.00
Latex ankle seal (pair) £47.00
Latex wrist seal (single) £30.00
Latex wrist seal (pair) £45.00
Latex neck seal (single) £41.00
Latex neck + wrist set £72.00
GlideSkin single layer bicep (single) £30.00
GlideSkin single layer bicep (pair) £45.00
GlideSkin double layer bicep (single) £30.00
GlideSkin double layer bicep (pair) £45.00
GlideSkin single layer neck £41.00
GlideSkin double layer neck £41.00
Neoprene ankle gasket (single) £35.00
Neoprene ankle gasket (pair) £56.00
Neoprene wrist (single) £30.00
Neoprene wrist (pair) £47.00
Neoprene single layer neck £41.00
Neoprene neck + latex wrists £72.00
Fabric sock (single) £41.00
Fabric sock (pair) £65.00
Zip replacement £POA
PFD Float test £24.00
Water test (non-warranty) £30.00
Truck

All prices include return postage within the UK mainland. You are responsible for the cost of sending the item to us, we will ship it directly back to you. Outside the UK mainland, the cost of shipping your item back to you will vary, get in touch before you send your item and we will estimate the cost of shipping.