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Shipping & Returns

HOW WE DELIVER

We work closely with the leading worldwide and regional courier and ocean freight companies for your country to ensure that your goods get to you reliably and as fast as possible.  Air, Sea and land carriers with full tracking provided. Lead time to prepare shipment is approx 1 – 5 Working Days from clearance of payment. Please be patient. We are hands-on and here to assist you every step of the way. For the Pre-order and reserve products shipping rates will be decided at time of inquiry. All products are shipped by reputable air, sea and land carriers to your door, port or airport.

HOW LONG YOUR DELIVERY WILL TAKE – Please email us, we procure the best rates and give you all the options, we do not profit from the shipping.

PLEASE NOTE THERE MAY BE SHIPPING DELAYS DUE TO THE COVID-19 PANDEMIC

Due to the fact that our products contain Lithium-ion batteries (Dangerous goods) there are regular couriers we use which are now all under pressure. We will discuss with you and find the best shipping method for you regardless. Please just discuss and our team will revert to you the shipping options.

We are certain that all will resume to normal when the restrictions and limitations due to the covid pandemic are under control and all the carriers resume normal operations.

For shipping inquiries please email: [email protected] 

CANCELLATIONS, RETURNS AND EXCHANGES

Firstly, we would like to reassure you that we have never had a product to date returned to us for any reason, but in the unlikely event that this should happen, please note the following applied and forms part of our terms of service:

 *CONSUMER RIGHT OF RETRACTATION: The Client may cancel a contract/ sale at any time in the first 14 days following the delivery of the order and receive a full refund of the price paid for the Product(s) 14 days following the receipt of the returned Product (s) by Havospark UK/ Aqua Surf Craft to the factory located in China. In order to cancel the contract please return the Product(s) to Aqua Surf Craft/ Havospark UK, or one of our factory within 14 days after the day of notification of the cancellation, in the same conditions as it was received (Unused). The product should be unopened and in the exact same condition as it was sent to you in. if the product has been used or the client fails to take reasonable care of the Product(s) while they are is in his/ her possession, Aqua Surf Craft/ Havospark UK will have the right to deduct the cost of any deterioration, up to the price of the Product(s), from the refund to which the Client is entitled. To return the Products, the Client should package the parcel securely and then return it to Aqua Surf Craft/ Havospark Uk or the factory (You will be notified where to ship back to). For details of where to return your product to please email [email protected] The Client will be responsible for the cost and risk of returning the Products to Aqua Surf Craft/Havospark Uk or their nominated origin where the product was shipped to you from.

You will be liable for the cost of the return courier fee by the same way in which it was shipped to you and a 25% restocking fee. Once we have received your item unopened and in the exact condition it was sent to you, we will then issue a refund to you less the shipping fee should we have to pay for that and less the 25% restocking fee.

1 (a) Product arrives damaged in transit :

Aqua Surf Craft/ Havospark UK or it’s suppliers will never be held responsible for any defect or damage resulting from action by the Client or any other service provider not contracted by Aqua Surf Craft/ Havospark UK. Aqua Surf Craft/ Havospark UK recommends that the Client check the Product(s) on its/ their receipt. In case of damage or missing, claims on apparent defects or non-conformity of the product delivered, the Client will issue clear and precise reservations to the shipper, carrier or delivery company (for example by taking pictures) and MUST REFUSE THE DELIVERY. Then the Client must notify within three days, following the date of delivery, in writing to Aqua Surf Craft/ Havospark UK  at [email protected] (and the delivery company). It will be up to the purchaser to provide any justification as to the reality of the anomalies observed.

Please contact us immediately – HERE, and we will arrange a solution including replacing the item at our cost and arranging the return of the damaged item. You are 100% covered.  We are looking to build countries, customers for life!

(b) Change your mind once your product is already en-route before delivery:

Once land, sea or air courier has shipped your product, you will be unable to cancel your order at this stage as this will already be on the way to you. Should you wish to return the product on receipt, please do not open the package and email us immediately at HERE for instructions.

To view our Shipping Policy please click HERE.

(c) Changing your mind when you have already received your product, the same conditions as section (b) above apply.

(d) Defective products received:

Please contact us immediately at HERE and we will do the best we can to organize an exchange, repair or replacement at our cost. We have a network of distributors worldwide who are happy to keep you happy. Please leave that to us. We guarantee you 100% customer satisfaction.

e) Covid-19 Shipping delays

PLEASE NOTE THERE MAY BE SHIPPING DELAYS DUE TO THE COVID-19 PANDEMIC

We know these are difficult times for everyone, and we have been so grateful for the positive messages we’ve received from our community. We are closely following official regulations to ensure we are prioritising the well-being of both our staff and customers. This means we are operating with smaller teams and shorter shifts. As a result orders may take longer to reach you. But please rest assured your order will still be delivered to you as quickly and as safely as possible. We appreciate your patience in these difficult times.
We recommend monitoring your local postal and courier services for up-to-date information on deliveries in your local area, as these vary from region to region. Please feel free to reach out to us anytime if there are any concerns about any order in transit. Because the situation is complex and constantly developing, our delivery times may also change, and we will endeavour to do our best to keep the information on our site up to date. Rest assured that we are following the situation closely, if anything changes, we’ll let you know.
Your support means a lot to us, especially during this time. Stay safe and take care of each other.

Please see our Warranty Policy Here as it forms part of our Shippings and Returns Policy – Warranty Policy.

Please contact us using the form below should you wish to inquire as to where your item will be shipped from:

Contact Us:

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Our Offices

Address

Havospark UK (Aqua Surf Craft)Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom

Repairs/ service

UK, Europe, China, as well as our Worldwide, cooperated distributor network. Just contact us for instructions wherever you may be in the world.

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