At WaterBoardz, we’re passionate about delivering top-quality water sports equipment that fuels your aquatic adventures. While we strive for perfection, we understand that sometimes products may need to be returned or exchanged. Our policy is designed to be as smooth as gliding across calm waters.

Our Return Promise

We accept returns within 15 days of receiving your order for most items. To be eligible for a return, your item must be:

  • Unused and in the same condition as received
  • In its original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For safety and hygiene reasons, the following products from our range cannot be returned:

  • Foil Parts & Accessories (due to customization and safety considerations)
  • Kitesurf Gloves (hygiene reasons)
  • Boat Towables that show signs of water testing

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Approval: Our team will review your request and send return instructions within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship It Back: Send the package to our Dundee facility using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Dear WaterBoardz Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Product Details:
Product Name: [Product Name]
Reason for Return: [Please specify – wrong size, defective, etc.]

Preferred Resolution:
[Refund / Exchange for (specify product if exchanging)]

Please advise on next steps. I’ve reviewed the return policy and confirm the item meets all return conditions.

Best regards,
[Your Full Name]
[Your Contact Number]

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival at our facility), we’ll process your refund or exchange. You can expect:

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Additional 5-10 business days for the refund to appear in your account, depending on your financial institution

Note: Shipping costs are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item to your region.

Damaged or Defective Items

If you receive a damaged or defective product (rare for our premium water sports gear!), contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

International Returns

For our global customers (excluding Asia and certain remote areas):

  • Return shipping must be via trackable service
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Need Help With Your Return?

Our team of water sports enthusiasts is here to help! Contact us at:

Email: [email protected]
Mail: Mystic Sales Store (WaterBoardz), 39 Hilltown, Dundee, GB DD1P 7YB

We aim to respond to all return inquiries within 24 hours during business days.

Now that you’re familiar with our returns process, why not check out our newest arrivals? The water’s calling!