Return & Exchange Policy

1. Eligibility Criteria

Eligible Items

• Unused, Unopened, Original Packaging Intact: Inflatable paddle boards (deflated, original pump and accessories included, no inflation marks), diving masks (sealed in original packaging, no skin contact, lens protective film intact), swimming bags (unused, tags attached, no dirt or moisture inside).
• Defective Items: Products with manufacturing defects (e.g., leaking paddle board seams, broken diving mask buckles, faulty swimming bag waterproof zippers) or shipping damage (e.g., dented hard paddle board, scratched diving mask lens, torn swimming bag fabric).
• Incorrect Items: Products that do not match your order (e.g., wrong size paddle board, non-prescription mask instead of custom lens, small swimming bag instead of large).
• Safety-Related Items: Products that fail to meet U.S. water sports safety standards (e.g., paddle board with insufficient buoyancy, diving mask with poor optical clarity, swimming bag that leaks under water) — we offer full refunds plus free return shipping for such items.

Non-Eligible Items

• Used Items: Water sports gear that has been used in water, worn, or exposed to saltwater/chlorine (e.g., inflated paddle board with water stains, diving mask with skin oil residue, swimming bag with sand inside) — due to hygiene and safety restrictions for water sports products.
• Custom-Made Items: Personalized paddle boards, prescription-lens diving masks, or custom-print swimming bags cannot be returned unless they have manufacturing defects — we will confirm this with you before processing custom orders.
• Items Damaged by Misuse: Products damaged due to improper use, storage, or maintenance (e.g., paddle board punctured by sharp rocks, diving mask lens scratched by sand, swimming bag damaged by overloading).

2. How to Initiate a Return/Exchange

1. Submit a Request: Send an email to our customer support mailbox with the following information:
   
   
   • Your full name, order number, and delivery address.
   • Detailed product information (e.g., "10’6” inflatable paddle board with pump," "prescription diving mask (-2.00 diopter)," "large waterproof swimming bag").
   • Reason for return/exchange (e.g., "paddle board leaks at the valve," "diving mask is too tight," "swimming bag zippers are broken," "received wrong size board").
   • Supporting materials:
     • For damaged/defective items: Clear photos or videos showing the problem (e.g., leaking paddle board seam, broken mask buckle, faulty bag zipper) and the original packaging.
     • For incorrect items: Photos comparing the received product with your order confirmation (e.g., size tag mismatch, mask lens prescription difference).
     
     
   
   
   We will review your request within 2 business days and send you a Return Authorization (RA) number if approved. Please note that returns without an RA number will not be accepted.
   
   
2. Prepare the Return Items:
   
   
   • Inflatable Paddle Boards: Deflate completely, fold neatly, and repack with all original accessories (pump, leash, repair kit) into the original carrying bag and box.
   • Diving Masks: Repack in the original sealed plastic bag and box, ensuring the lens protective film is intact and no skin contact marks are present.
   • Swimming Bags: Empty all contents, wipe clean (if necessary), and repack in the original packaging with tags attached.
   
   
3. Arrange Return Shipping:
   
   
   • Defective/Incorrect/Safety-Related Items: We will provide you with a free pre-paid return shipping label and arrange for a specialized courier (for large items like paddle boards) to pick up the items from your address — no need for you to handle heavy lifting.
   • Change of Mind Returns: You are responsible for the return shipping fee, which varies by product type:
     • Swimming Bag: $7.99 flat fee.
     • Diving Mask: $9.99 flat fee.
     • Inflatable Paddle Board: $29.99 flat fee (covers the cost of shipping bulky, lightweight gear).
     • Hard Paddle Board: $49.99 flat fee (covers specialized freight costs for rigid boards).
     
     
   
   
   Please use a trackable shipping service and share the tracking number with us via email.

   
   

   Return Address: [Please fill in your store's physical return address]
   
   
   Returned items must arrive at our warehouse within 14 days of RA approval — delays beyond this period may affect your return eligibility.
   
   

3. Refund & Exchange Timelines

• Refunds: Processed within 3–5 business days after we inspect and confirm the returned items. The refund amount is determined as follows:
  
  
  • For defective/incorrect/safety-related items: Full refund of the product price plus the original shipping fee (no deductions).
  • For change of mind returns: Refund of the product price minus the return shipping fee and a 10% restocking fee (to cover the cost of repackaging, quality inspection, and reshelving water sports gear).
  
  
  Refunds will be credited to your original payment method, and your bank may take 3–5 additional business days to process the refund.
  
  
• Exchanges: Processed according to the following rules:
  
  
  • Same Product Replacement: For defective items (e.g., a new inflatable paddle board to replace a leaking one, a new diving mask to replace one with a broken buckle), we will ship the replacement product within 5–7 business days with free delivery.
  • Size/Type Exchange: For size mismatches or type changes (e.g., exchanging a small paddle board for a large one, a snorkeling mask for a freediving mask), we will process the exchange after verifying the returned items. You need to pay the price difference if the new item is more expensive, or we will issue a partial refund if the new item is cheaper.