All items are to be returned as per our standard policy below. Full priced items will be refunded in full, while sales & discounted items will be eligible for a credit or voucher.
The right of return does not apply to any customised or personalised goods bought from us such as paddles cut with our Cut and Glue service.
Please note: all paddleboards (inflatable and composite) removed from their packaging as supplied by the manufacturer prior to their return will be subject to a deduction of 10% from any refund or credit / voucher.
Customers outside of the UK must follow the instructions below along with our standard returns procedure
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
IMPORTANT: If you are returning an item for a refund, from outside the UK, please be aware that we will not be able to refund you either the cost of shipping or the duties paid prior to receiving the item.
I want to return something?
If your item is faulty, we’re happy to offer you an exchange or a refund within 30 days of purchase or delivery.
If more than 30 days have passed since purchase or delivery, we may be able to repair your faulty item, provided it is still within its warranty period (normally 12 months from purchase unless stated otherwise by the manufacturer).
Please bear in mind, we don’t offer exchanges, refunds, or repairs if your item is faulty due to accidental damage, neglect, misuse, or normal wear and tear.
If you purchased online, you can return your items within 14 days even if you have opened it for inspection. It must be returned as new and in its original packaging.
If you purchased in store, you can return your item within 21 days in its unopened and sealed packaging along with proof of purchase.
Please enclose the returns slip or a copy of your invoice along with a note detailing the reason for the return.
The item(s) is your responsibility until it reaches us. For your own peace of mind, we recommend that you send the package using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
Once your return has been delivered to us, please allow up to 5 days for your order to be refunded. Please allow up to 5 working days for your refund to be processed by your payment provider.
Our returns address is:
The SUP Company - Returns Dept
Woodmill Lane
Southampton
SO18 2JR
United Kingdom
Warranty claim - If you think your item is faulty and you would like to return it, please get in touch with our Aftersales Team to start a warranty claim. You can email help@thesupco.com or call +44 (0)2380 172189
