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Shipping & Returns

HOW WE DELIVER

We work closely with our manufacturers and the leading worldwide and regional courier companies for your country to ensure that your goods get to you reliably and as fast as possible. We don’t charge for delivery for the Aquajet Dive H2 and H3 Hover Ark Water Rescue Device, and it is a 2019 Special for these items to reach you globally by AIR COURIER and LAND COURIER with full tracking provided. Lead time 1 – 3 Working Days. 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 or LAND courier to your door.

HOW LONG YOUR DELIVERY WILL TAKE

Lead Time for the Aquajet Dive H2 and the Hover Ark remote Controlled Water Rescue Device is 3 Days. Thereafter, it takes 3 – 15 working days to be delivered but usually sooner. Please contact [email protected] should you have any concerns whatsoever, we are here to provide excellent customer service.

The E-Foil Takuma and will either be in stock or available for Pre-order/ Reserve – Usually a 30-Day Lead time or the boards may be in stock. Once your Board is in stock delivery time worldwide will be 3 – 15 working days depending where you are located. 

The Awake RÄVIK Premium Electric Surfboard will be shipped as soon as it has been engineered to order for you and with premium items like these, all will be discussed at time of inquiry and then you can proceed with your order should you be satisfied. Actual shipping time once completed and packaged is 3 – 15 days.

ALL PRODUCTS ARE SHIPPED BY REPUTABLE LAND AND AIR COURIERS TO YOUR ADDRESS ANYWHERE WORLDWIDE

 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 reception of the returned Product(s) by Aqua Surf Craft. In order to cancel the contract, the return the Product(s) to Aqua Surf Craft or one of our suppliers within 14 days after the day of notification of the cancellation, in the same conditions as it was received. 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 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 or nominated supplier. 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 or their nominated supplier warehouse.
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 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 or its’ suppliers. Aqua Surf Craft recommends that the Client checks 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 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. 

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

Once land 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.

*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 reception of the returned Product(s) by Aqua Surf Craft. In order to cancel the contract, the return the Product(s) to Aqua Surf Craft or one of our suppliers within 14 days after the day of notification of the cancellation, in the same conditions as it was received. 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 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 or nominated supplier. 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 or their nominated supplier warehouse.
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.

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) Cancellations of RESERVED and PRE-ORDERS:

Cancellation or Modification of Orders

All orders placed with Aqua Surf Craft for the EFOIL Takuma are firm and definitive. Exceptionally, they may be cancelled or modified at customer’s request, subject to Aqua Surf Craft and Takuma’s express consent. In case of modification: any modification may increase the cost of the order, which shall be notified to the customer for acceptance, and / or may cause delays for the respective order. In case of cancellation: all cost and expenses incurred by Aqua Surf Craft and Takuma until such cancellation and in relation to that order are to be borne by the customer.

Aqua Surf craft & EFOIL TAKUMA will never be held responsible for any defect or damage resulting from action by the Client or any other service provider not contracted by TAKUMA. Aqua Surf Craft & TAKUMA recommend that the Client checks 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 & TAKUMA to [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.

*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 reception of the returned Product(s) by Aqua Surf Craft. In order to cancel the contract, the return the Product(s) to Aqua Surf Craft or one of our suppliers within 14 days after the day of notification of the cancellation, in the same conditions as it was received. 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 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 or nominated supplier. 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 or their nominated supplier warehouse.

f) Cancellations of MADE TO ORDER AWAKE BOARDS (MADE TO ORDER PRODUCT) :

Awake does not accept returns or refunds of any products considered non-faulty, as the products provided by Awake are exclusively made to order. Any claims relating to an alleged defect of the products or in relation with the delivery of the products have to be made by the customer in writing for apparent defects within 14 days upon receipt of the products and for hidden defects within 14 days upon discovery, but in any case within the warranty period stated in clause 3) in WARRANTY. Returns will be accepted only if authorized beforehand by Awake, and may be repaired or exchanged at Awake’s sole discretion.

 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

UK Office

Aqua Surf Craft 
Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA 

WareHouses

France, USA, Philllipines, Taiwan, China, Sweden, UK and our network of worldwide distributors


 

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