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DAMAGES AND EXCHANGES
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But, if your item is damaged or defective in some way, we'll make sure you're taken care of.
All of our products are backed by a manufacturer's warranty and/or return policy. In the case where a manufacturer's warranty or return policy differs from our general return policy or satisfaction guarantee, the manufacturer's policy will supersede any generic website policy stated here.
Please read each manufacturer's policy at the bottom of this page for their individual policies regarding returns, warranties and any satisfaction guarantees that they may or may not offer as well as any basic warranty information stated on each individual product's Warranties tab.
If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us.
If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
IMPORTANT: It is imperative that you make note of any damages that occurred during shipping on the signed shipping receipt BEFORE the delivery driver leaves. DO NOT sign anything until you have thoroughly inspected the product for damages or you WILL NOT be covered for shipping damages!
Please find your specific situation from the list of scenarios below to learn how we typically handle that particular situation. Also note that each manufacturer has their own policies which supersede any of the general policies stated, below. Please read each manufacturer's specific policies, below, as well:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund in the amount of the original order less the credit card processing fees we incurred on the original order (approximately 2.3 - 3.0%). If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below. We do not mark an order as "shipped" until we have received a tracking number. Even though you may not have received a tracking number yet, it does not mean the order hasn't already shipped. Therefore, it is imperative that you let us know that you want to cancel an order immediately!
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
All items MUST be inspected before signing the delivery receipt. Failure to inspect items for shipping damage will nullify any claims of shipping damage covered by this website or the manufacturer!
If a package appears to have been damaged during shipping, the item is oftentimes still okay. DO NOT sign the delivery slip or let the driver leave until you open the package to see if the product(s) you ordered are damaged. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired.
If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if ALL THREE of the following requirements are met unless not required by the manufacturer's policies (listed, below):
a) The item must be unopened, unused, and still in the original packaging.
b) You must contact us to notify us that you'd like to return the item within 3 calendar days of receiving the item. Although some manufacturers offer a Money Back/Satisfaction Guarantee, some do not, and in all cases, this website adheres to the individual manufacturer policies on returns (see individual manufacturer policies, below).
c) You MUST contact us or the manufacturer to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. Additional charges may also apply for return shipping to you. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone or via Email):
1) You can receive the amount you originally paid as a store credit for the returned item, less our actual cost for shipping and handling the product(s) to you, regardless of whether you received "free shipping" or not. In addition, we will deduct the credit card fees charged to us for the original order (typically 2.3 - 3.0%) and any manufacturer imposed restocking fees from the store credit amount, OR
2) You can get a refund to the card you used for purchase for the amount you originally paid, less the credit card fees charged to us for the original order, any manufacturer imposed restocking fees restocking fees and our actual cost for shipping and handling, whether you received "free shipping" or not. PLEASE NOTE: The restocking fee is calculated from the normal sale price and not from any additional discount coupons that may have been used.
In either case, you are responsible for return shipping charges to return the product, the credit card fees charged to us by the credit card processing company, our actual shipping charges to deliver the product(s) to you, whether you received "free shipping" or not and any manufacturer imposed restocking fees. Depending on the amount of time it takes for a manufacturer to credit our account after receiving a returned item, refunds may take up to two weeks after receipt of merchandise by the manufacturer. We will not issue a refund to a customer until the manufacturer has credited our account for the returned item(s).
5. You refuse the delivery of your order, and it comes back to us or the manufacturer
If you refuse an item and it comes back to us or the manufacturer, you will be issued a refund, less any manufacturer imposed restocking fees, credit card processing fees charged to us for your order and the actual cost to ship the item(s) to you, whether your received "free shipping" or not.
Please Note: Because ALL orders ship directly from the manufacturer's warehouses, we do not accept ANY returns to our address. Many manufacturers will refuse a return if not authorized and you will incur further charges when an attempted return is refused by the manufacturer and re-shipped to you.
WARRANTIES & GUARANTEES
All products at paddleboards.surf are covered by manufacturer warranties and there are no other warranties or guarantees, explicit or implied, made by this website for any product listed on it. Each manufacturer has their own specific conditions for their warranties and/or guarantees, which supersede any general warranties or guarantees made by this website as follows: