RETURNS POLICY AND WARRANTY PROCEDURE
We buy lots of things online ourselves so we know how important it is for our customers to have complete confidence in their ability to return items to us quickly and easily and with no quibble. We allow you a full 30 days to return items from the point you physically receive your order, which we extend over Christmas to accomodate presents that aren't quite right for whatever reason.
We pride ourselves on the efficiency of our returns procedures, but there are some boring legal conditions that we have to publish, which are set out below. Most of it is common sense and standard practise for online purchasing, but unfortunately we do need to protect ourselves from the (thankfully very rare) minority that try to take advantage.
Any item purchased from us can be returned within 30 days of receipt for a full refund or exchange, provided of course it is unused and can be placed straight back into stock. We will refund return delivery charges if we despatch faulty or damaged goods, goods not ordered by you or substitute goods which you prefer not to accept. For Christmas present returns, the item must be received by us before 14th January if purchased after 1st November.
In all instances, our prior consent to the item being returned is required and we reserve the right to stipulate the return delivery method. If you choose an alternative delivery method, this needs to be at your own expense. You will need to pay return delivery charges in all other instances.
Damage caused in transit can only be claimed if the damage is reported to the carrier upon signing for the goods. All delivery conditions and charges are subject to change without prior notice. Terms and conditions imposed by our carriers shall also apply.
We are unable to provide refunds or credits for items you despatch which are not received by us or which are returned without any means of identification. We will issue refunds up to the value of the original transaction. For refunds in excess of the original transaction value, credit notes will be issued. If a returned item is lost in transit, you will need to make a claim against the carrier. If we send you wrong or faulty items, goods you never ordered, or substitute goods you prefer not to accept, we will refund or issue a credit note to cover your return delivery charges providing you obtain our consent by email and use the return delivery method that we stipulate. Customers shall pay return delivery charges in all other instances.
Damaged packaging will only be accepted if the damage was the minimum amount necessary to open the package and inspect the product or if the damage was caused in transit. Please do not tape or staple paperwork to the item or the packaging. Please use packing paper or plastic to cover the product and it's related branded packaging when returning.
When returning an item to us the following conditions must be met: -
item must be completely unused and still in brand new condition.
All original packaging must be intact and completely undamaged (see above).
All tags must still be attached (if applicable).
For clothing, we would ask that you carefully read all of the sizing information supplied on the website BEFORE PURCHASING in order to minimize basic sizing mistakes. If you are at the very top end of a particular size then our advice is to go for the next size up.
To help us speed up processing times, please ensure that you enclose a note with all returns to tell us: -
Customer Full Address and Postcode
Customer Contact Telephone Number
Returns Address: -
If you believe that your item is actually faulty in some way then please read the next section.
We appreciate how important it is that the sporting equipment and clothing you buy is up to the job. This is why we only stock leading brands who support their products with a manufacturer's warranty of at least one year. Warranty claims are extremely rare but, when they do arise, we understand how troublesome and stressful it can be for our customers. Equipment failure is never nice whenever or however it happens.
We have a dedicated member of staff to look after all customers needing to make a warranty claim. Simply contact us giving full details of the nature of your issue (and 3 supporting photos) and as soon as we have received your claim we will handle it in a courteous and efficient manner and get it resolved as quickly as possible.
Please be aware that we have been under new management since 1st Jan 2019 so are unable to process warranty claims for products purchased before that date.
Examples of things which would normally be covered under warranty include:
or missing components.
Split seams on bags or clothing.
Structural defects in any product.
Plus a whole host of other issues specific to individual products.
Examples of things which are not covered under warranty include:
to any wakeboard or water sports equipment coming into contact with any object
or surface other than water.
Damage to any sporting equipment caused by crashing or landing a jump, aerial manoeuvre, park feature, accidental fall or misuse.
Impact damage to any sporting clothing, accessories or equipment.
Chips, scrapes and abrasions to paintwork or the surface material on any sporting equipment.
Cross threaded screws or screw inserts.
Damage caused by the use of incorrect screw drivers, spanners or tools.
Oxidisation or minor surface rust on metal surfaces or edges.
Damage to bags or luggage caused by baggage handlers or by overloading the bag.
Rips, tears or abrasion to fabrics and materials.
Loss of waterproofing properties, discolouration or fading of fabrics if the manufacturer's washing instructions are not followed.
Fading caused by prolonged exposure to UV light.
Natural variations in colour, texture or appearance due to the use of natural materials or the hand made nature of some products.
Material breakdown caused by the use of solvents, adhesives or resins.
Damage caused by any post-purchase modification or customisation.
If the product is used for racing or in a commercial capacity. All products are sold on the understanding they will be used solely for personal recreational use.
If boards and skis are used with components or bindings supplied by different manufacturers.
Snapped boot or shoe laces. Laces are a consumable product and need to be regularly replaced.
The above lists are for illustration purposes only and are not exhaustive or comprehensive.
Because our stock is constantly changing, we do not offer a typical exchange system. If you wish to exchange your item, please order a replacement from our website in a separate order, and when we receive your original items back we will issue your refund.