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 warranty 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.
Please note that 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.
If you need to contact us about an existing warranty or aftersales query, please email help@thesupco.com. All warranty and aftersales correspondence from The SUP Company will usually come from this email address, so please check your spam or junk folder if you are waiting for a reply.
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.
Please watch our short valve video before continuing:
If the board is still losing air after checking the valve, please 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, please 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.
What you will need to complete the form
To help us review your claim, please have the following ready before starting:
- 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
When is a video useful?
A short video is particularly helpful when a still photo does not clearly show the problem. For example, please upload a video if you need to show:
- An inflatable board leaking 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
What happens after you submit the form?
Once your form has been submitted, our team will review the information provided. If we have everything needed, we will assess the issue and, where appropriate, raise the claim with the relevant brand or supplier.
If anything is missing, we will come back to you for further details. Most brands usually respond within a few working days once a complete claim has been submitted, although more complex cases can take longer.
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.
Warranty and aftersales updates will usually be sent from help@thesupco.com. Please add this address to your contacts and check your spam or junk folder if you are expecting an update from us.
If you need to contact us about an existing claim, please email help@thesupco.com and include your order number in the subject line where possible.
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 or transport damage 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.
Frequently asked questions
Do I need to complete the form if I have already emailed you?
In most cases, yes. The form ensures we have all 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.