Need help with a product fault or aftersales issue?
If you believe there may be a fault with a product purchased from The SUP Company, please use the warranty claim form below so our team can review the issue properly and help you as quickly as possible.
To assess a claim, we usually need your order number, product details, serial number, clear photos and, in some cases, a short video showing the issue. Providing this information at the start helps us avoid unnecessary back-and-forth and allows us to liaise with the relevant brand or supplier more efficiently.
Before you start
Submitting a warranty claim does not automatically mean the claim has been accepted. Each claim needs to be reviewed, and where appropriate, submitted to the relevant manufacturer or supplier for assessment.
Warranty cover is normally provided by the relevant manufacturer and depends on the product, age, condition, use, care and the manufacturer’s warranty terms.
All warranty and aftersales correspondence from The SUP Company will usually come from help@thesupco.com, so please check your spam or junk folder if you are waiting for a reply.
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Before you submit a warranty claim
Many common issues can be resolved quickly with a simple check. Before submitting the form, please read the guidance below, especially if your issue relates to an inflatable paddleboard losing air, a pump gauge not reading correctly, or a paddle clip / pushpin problem.
Inflatable paddleboard losing air
The most common cause of an inflatable paddleboard losing air is a slightly loose valve. This can often be solved by tightening the valve with the valve spanner supplied with your board.
If the board is still losing air after checking the valve, inflate the board and use soapy water around the suspected area. Bubbles will usually show where air is escaping. If you submit a claim for a leaking board, please upload a short video showing the bubbles or leak area clearly.
Pump gauge not showing a reading
Most pump gauges will not show a reading until there is around 2–3 PSI in the board. At this pressure, the board will usually have started to take shape.
If your gauge still does not read correctly, check that the gauge is properly tightened into the pump handle. The gauge is normally screwed into the pump handle and may need to be loosened, refitted and tightened to create an airtight seal.
Paddle clip or pushpin issue
If the pushpin clip has slipped inside the paddle shaft, it can often be repositioned. In many cases, the black cap at the top of the paddle section can be removed, allowing the clip to be guided back into place.
If the issue cannot be resolved, please submit the warranty form with clear photos of the affected paddle section and a description of what has happened.
How to check and tighten a paddleboard valve
If your inflatable paddleboard is losing air, please watch this short valve video before continuing with a warranty claim.
What you will need to complete the form
To help us review your claim properly, please have the following ready before starting the form.
- Your order number
- The email address used for the purchase
- The product brand and model
- The serial number, where applicable
- A clear photo of the serial number
- A full photo of the product
- A close-up photo of the fault or issue
- Deck-side and bottom-side photos for paddleboards, foil boards and similar products
- A short video if the issue is best shown through movement, sound, leaking air or an error signal
If key information is missing, we may need to come back to you before we can assess the issue or submit it to the relevant manufacturer.
When is a video useful?
A short video is particularly helpful when a still photo does not clearly show the problem. Please upload a video if you need to show:
- An inflatable board losing air
- Soapy water bubbles forming around a leak
- An eFoil, Foil Drive or electrical product beeping or showing a warning
- A product cutting out or behaving unusually when powered on
- A pump failing under pressure
- Movement or play in a part that should be fixed
- A fault that only appears during use
Please keep videos short, clear and focused on the issue. If the file is too large to upload, contact us and we will advise the best way to send it.
What happens after you submit the form?
1. We review your submission
Once your form has been submitted, our team will review the information, photos and videos provided. If we have everything needed, we will assess the issue and advise the next step.
2. We may ask for more information
If anything is missing or unclear, we will come back to you for further details. Providing clear information at the start helps avoid delays.
3. We may raise the claim with the brand or supplier
Where appropriate, we will submit the claim to the relevant manufacturer or supplier for assessment. Most brands usually respond within a few working days once a complete claim has been submitted, although complex cases can take longer.
4. We keep you updated
We will keep you updated as the claim progresses and will advise you of the next steps once we have received a response or reached an outcome.
5. We explain the outcome
If the issue is accepted under warranty, we will explain the approved remedy. If the issue is not covered, we will do our best to advise on repair options, replacement parts or the most practical next step.
Important warranty information
Warranty cover is provided by the relevant manufacturer and is subject to their warranty terms, product use, care, age, condition and assessment.
Damage caused by misuse, impact, poor storage, wear and tear, accidental damage, incorrect inflation, heat exposure, transport damage, modification or use outside the product’s intended purpose may not be covered under warranty.
If the issue is not covered under warranty, we will do our best to advise on repair options, replacement parts or the most practical next step.
Submit your warranty claim
Please complete the form using the button below. The more detail you provide, the quicker we can assess the issue and help move things forward.
Warranty & aftersales FAQs
Do I need to complete the form if I have already emailed you?
In most cases, yes. The form ensures we have the correct information, photos and product details in one place. This helps us review the issue more quickly and reduces the need to ask for missing details later.
Where can I find the serial number on an inflatable paddleboard?
The serial number is usually found around the valve, near the valve, on the rail near the tail, or near the fin box. If you cannot find it, please write “Unable to locate” in the form and upload clear photos of the areas where it may be located.
Does submitting the form mean my warranty claim has been accepted?
No. Submitting the form allows us to review the information and, where appropriate, raise the claim with the relevant brand or supplier. The final decision will depend on the product, issue, warranty terms and assessment.
How long does a warranty claim take?
We will review your submission as soon as possible. If the claim needs to be submitted to the manufacturer or supplier, most brands usually respond within a few working days once all required information has been provided. More complex claims may take longer.
How can I contact you about an existing warranty claim?
Please email help@thesupco.com and include your order number in the subject line where possible. Replies from The SUP Company will usually come from this email address, so please check your spam or junk folder if you are waiting for an update.
What if my issue is not covered under warranty?
If the issue is not covered under warranty, we will still try to help where possible. This may include advice, replacement parts, repair options or guidance on the most practical next step.
What should I do if my inflatable board is losing air?
First, check and tighten the valve using the valve spanner supplied with the board. If the issue continues, inflate the board, apply soapy water around the suspected area and look for bubbles. If you submit a claim, please include clear photos and a short video showing the leak area.
Ready to send your claim?
Complete the warranty form with as much detail as possible, including your order number, product details, photos, serial number and any useful video evidence.