At Water Adventure Hub, we want you to be completely satisfied with your water sports gear. If you’re not happy with your purchase of SUPs, paddles, or any other equipment, we offer a straightforward returns and exchanges process.

Quick Policy Summary:

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with tags
  • Process Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method

How to Return or Exchange an Item

Step 1: Initiate Your Return/Exchange

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return/exchange
  • Reason for return/exchange
  • Whether you want a refund or exchange

Return Request Template:

Subject: Return/Exchange Request for Order #[Your Order Number]

Dear Water Adventure Hub Team,

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

Item(s) for return: [Product Name(s)]

Reason: [Please specify]

I prefer: [Refund to original payment method / Exchange for (specify product)]

Please advise next steps.

Best regards,
[Your Full Name]

Step 2: Package Your Items

Once approved, repackage the item(s) in their original packaging with all tags and accessories included. For paddles, SUPs, and other water sports equipment, ensure all parts are securely packed to prevent damage during return shipping.

Step 3: Ship Your Return

We’ll provide you with a return shipping address (typically our warehouse in Los Angeles). You’re responsible for return shipping costs unless the return is due to our error.

Return Shipping Tip: We recommend using a trackable shipping service and retaining your receipt until your refund is processed.

Refund Processing

  • Timing: Refunds are processed within 3-5 business days after we receive and inspect your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Notification: You’ll receive an email confirmation when your refund is processed.

Note: Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

Exchange Process

For exchanges (e.g., switching from an Aluminum SUP paddle to a Carbon SUP paddle):

  1. Follow the same return process above
  2. Clearly state in your email that you want an exchange and specify the replacement item
  3. We’ll process your exchange once we receive the original item
  4. You’ll be responsible for any price difference and additional shipping costs

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Full face snorkel masks (due to hygiene reasons)
  • Used water sports equipment
  • Items not in original condition or missing tags/parts

Damaged or Incorrect Items

If you receive a damaged item or wrong product (like receiving a Glassfibre SUP paddle instead of Carbon SUP paddle):

  1. Contact us immediately at [email protected] with photos of the issue
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may ask you to return the item using a prepaid shipping label

Water Adventure Hub Promise

“We stand behind every paddle, SUP, and water sports accessory we sell. If you’re not completely satisfied with your gear for your aquatic adventures, we’ll make it right.”

Questions? Email us at [email protected] or call our LA office at [insert phone number if available].