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Warranty & Returns

1/1/2014

THIS TRANSACTION WILL APPEAR ON YOUR CREDIT CARD STATEMENT AS “WEB-X ONLINE STORES”

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!

RETURNS

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:

Liquid Shredder (a.k.a. Soft Surfboards Inc. - SSI)

We take great pride in the quality or our Original Liquid Shredder® Brand Surfboard, SUP, Bodyboard and Accessory lines. Below are Warranty Terms Conditions.

Liquid Shredder Peruvian Patented Board products are warranted against defects in materials and workmanship for a period of 365 days from date of purchase.

Shred-X roto-molded SUP is warranted for 1 year from date of purchase.

All FSE Economy Board Products are warranted for 90 days.

All Epoxy Fiberglass Board Products are warranted for 90 days.

Parts and Accessories are warranted for 90 days.

Soft Surfboards (SSI) will repair or replace with like merchandise certain model boards that prove defective, upon inspection by our technical staff, for a period of 365 days (or 90 days on all FSE and Epoxy Fiberglass Models, parts and accessories)  from date of purchase.  Due of the nature of sport boarding we cannot warranty the performance of any board size, shape or model for particular use by any riders. Skill levels water conditions and other variables affect board choices.  Choose your board and size carefully.

 As with your automobile, boards that are wrecked, punctured, misused, snapped stringers and/or boards broken or fins and screws lost or damaged due to impact, crushing, pressure or compression are not covered.  Simply put, if the normal engineered strength of the product is exceeded, its not warranty covered.  Cosmetic flaws that do not affect the functionality and performance of the product are not covered. Skin Repair Kits, replacement Fins and Screws are available on the Parts & Accs pages. In many cases wreck/impact damage can be easily repaired. Exposure to high or low temperatures, overexposure to the elements, normal wear and tear are not covered. The warranty covers the original purchaser but is transferable for the 365 days (or 90 days on FSE Models)  period as long as the original, dated proof of purchase is provided.  SSI is not responsible for any direct or incidental costs, losses, injuries or damages incurred as a result of the use of the product.  SSB’s technical staff inspects and makes all decisions regarding defects and whether to replace or repair a product.  Decisions by the technical staff are final.  Product prices, color tones & specifications are subject to change without notice.  Products used by businesses or agencies (non-consumer uses) for commercial purposes including but not limited to rentals, tour operations, surf camps, life saving, rescue and instruction are not warranted. 

How Shipping Works: We make every effort to ship products within 24 working hours of receipt of your order, online orders generally process much quicker than phone in orders.  As an example if you order Monday we attempt to ship Tuesday.  If you order Friday, we ship Monday.  Holidays are the same.  Our Website Surfboard orders are normally shipped via FedEx  Ground®  or other Carrier from our closest warehouse and usually takes 2-7 days depending on your distance from the warehouse.  Remember to add a day for order processing.  We also offer FedEx 2Day® as an additional cost option on most items if you need it quickly.  On-line orders receive automated tracking information via FedEx at time of pickup so you can keep up with your orders shipping progress.  Listed shipping prices and special shipping offers are based on USA 48 State shipping only.  Some extremely oversized items must be shipped by Common Carrier (tucking company).

Discount Shipping and Free Shipping Specials: In the event a sale is not completed due to return, incorrectly provided shipping address, failure to pick up the product from shipping company, freight damage or any other reason beyond SSI’s control, any and all shipping and handling costs incurred by SSI become the responsibility of the buyer and will not be refunded.  Surf & SUP boards are considered “oversized” by carriers and very expensive to ship.  Many returns are not economically feasible to to the high costs of shipping.  

Freight Damage:  Is rare, but can occur, and is the responsibility of the carrier.  We pack and ship over 10,000 units per year and very few are damaged.  All claims must be reported, in writing, with the carrier immediately, before the driver leaves your location, and noted on the delivery receipt, in writing.  SSB always Fully Insures each shipment for the full price you paid.  We use only well established freight companies such as FedEx, USPS and UPS , Conway, Estes Freight and others to deliver products.  Inspect your delivery immediately, before the delivery driver leaves, and NOTE ANY DAMAGE AT THE TIME OF DELIVERY WITH THE DELIVERY PERSON in writing on the shipping receipt. Keep a copy of this document, the shipping box and the product.  Upon presentation of the written, properly documented, signed damage receipt SSI will arrange shipment to you of a replacement.  Failure to document damage at time of receipt on the Carrier’s delivery paperwork will result in denial of a damage claim and SSI cannot replace the product.  Returns for freight damage are not allowed, damaged product will be replaced if written, signed damage documentation and any photos of the box and product is provided, only.  All surfboards are insured against shipping damage for the full price you paid but you must follow the Freight Company Rules.

Christmas & Holiday shipments must be inspected as described above…ON DELIVERY!  Do not simply store them away without following the above listed procedures!

Returns: Any product may be returned in new, unopened condition within 15 days of delivery for a full refund, less any freight and/or handling charges incurred by SSB.  All freight, packing and handling charges (both ways) are the responsibility of the buyer. In the case of “Special”, “Discounted” or “Free” shipping offers, the buyer is responsible for All Shipping and Handling Costs incurred by SSI, plus the return shipping.  Boards in new condition but with opened retail packaging can be returned minus all freight/handling and a 30% restocking fee.   Used product or product not in new condition may not be returned. Used Products cannot be returned.

To make a Warranty Claim the buyer shall contact SSI to pre-qualify for a potential claim. Upon initial approval a Return Authorization will be issued.  Buyer will return the product, at buyers expense, with DATED PROOF OF PURCHASE and a written explanation of the problem to SSI where it will be inspected for defects.  A product given final approval for warranty repair or replacement by the SSB technical staff will be returned to the buyer, freight collect. 

Warning:  Board Sports a water environment are considered extreme sports.  As such, there is potential of serious injury or death.  Only strong swimmers over the age of 12 years should participate.  Youngsters should always be under direct adult supervision.  Use of a Personal Flotation Device, PFD, and head protection is required.  You should consult your physician regarding your physical condition before participating in these or any other strenuous sports .  If you are not willing to accept these risks, do not use our products.