Refund policy
Returns & Refunds
We want returns to be as straightforward as possible. This page explains how returns, refunds and warranty claims work at The SUP Company, along with the key conditions that apply to different types of products.
If you are unsure which route applies to your item, please contact our team before sending anything back and we will point you in the right direction.
If you believe there may be a fault with a product purchased from The SUP Company, please use our dedicated Warranty & Aftersales Support page. This allows us to collect the order details, product information, serial number, photos and any relevant video needed to assess your claim properly.
Important things to know
Personalised or customised goods: Items altered to your specification, including paddles modified using our Cut and Glue service, are non-returnable unless faulty.
Paddleboards in original packaging: Inflatable and composite paddleboards should be returned in their original manufacturer packaging wherever possible. If a paddleboard is returned after being removed from that original packaging, a 10% deduction will be applied to any refund or credit issued.
Return shipping costs: Return carriage is the responsibility of the customer unless the item is confirmed to be faulty.
Please include paperwork: Always include your invoice or a note with your name, order number and the reason for the return.
Your parcel remains your responsibility until it reaches us: We strongly recommend using a tracked and insured delivery service.
Please do not send faulty items back before speaking to us: If you believe an item is faulty, please complete our Warranty & Aftersales Support form first so we can advise on the correct next step.
Changed your mind?
Online purchases: Items can be returned within 14 days of receipt, provided they are returned as new, unused and with all original packaging, labels and contents intact.
In-store purchases: Unopened and unused items can be returned within 21 days of purchase with proof of purchase.
Used, ex-demo and ex-hire items: Used, ex-demo and ex-hire products purchased online or in store are sold as seen and may be returned within 7 days of purchase, provided they are returned in the same condition.
To help us process your return quickly, please include a short note explaining the reason for return, along with your order number and contact details.
We do not process direct exchanges. If you need a different size or product, please return the original item for a refund and place a new order for the item you would prefer.
Faulty items
Within 30 days: If an item is confirmed as faulty within 30 days of receipt, it may be eligible for a refund, replacement or further assessment depending on the product and issue involved.
After 30 days: If the item falls within its warranty period, it may be eligible for repair, replacement or further assessment depending on the brand, product and issue involved.
What is not covered: Faults caused by accidental damage, misuse, neglect, incorrect storage, impact damage, modification, heat exposure, transport damage or normal wear and tear are not normally covered under warranty.
If you believe your item is faulty, please do not send it back straight away. Instead, complete our dedicated warranty and aftersales form so our team can review the details properly and advise on the next step.
Submit a Warranty or Aftersales Request
International returns
If you are returning an item from outside the UK, please make sure the parcel and customs paperwork are completed correctly to avoid delays or the package being refused.
Please clearly mark the parcel and customs forms (CN22 and/or CN23) with:
RETURNED GOODS – FAILED SALE
Shipping charges, duties and taxes paid on the original order are non-refundable.
If the return is not labelled correctly, customs charges or delays may arise and this can affect the return being accepted.
Refunds
Once your return has been received and checked, refunds are normally processed within 5 working days.
Please allow a further 5 working days for your payment provider to apply the refund to your account.
If a return does not meet the conditions above, we will contact you before any refund or credit is issued.
Returns address
The SUP Company – Returns Department
Woodmill Lane
Southampton
SO18 2JR
United Kingdom
Please include your name, order number and reason for return inside the parcel.
If your item may be faulty or you are looking to make a warranty claim, please complete the Warranty & Aftersales Support form before sending anything back to us.
Warranty claims & aftersales support
If you believe there may be a fault with a product purchased from The SUP Company, please complete our dedicated warranty and aftersales form. This helps us collect the information required to assess the issue and, where appropriate, raise the claim with the relevant manufacturer or supplier.
To help us review your claim quickly, please have the following ready before starting:
- Your order number
- The email address used for the purchase
- The product brand and model
- The product 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
Submitting a warranty claim does not automatically mean the claim has been accepted. Each claim needs to be reviewed based on the product, issue, age, condition and the relevant manufacturer’s warranty terms.
Once your form has been submitted, our team will review the information provided. If anything is missing, we will come back to you for further details. If we have everything needed, we will assess the issue and, where appropriate, raise the claim with the relevant brand or supplier.
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 waiting for an update from us.
If you need help with an existing warranty or aftersales query, please email help@thesupco.com and include your order number where possible.
Open Warranty & Aftersales Support
Email: help@thesupco.com
Phone: +44 (0)2380 172189