At SUP Inflatables UK, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process for most items within 15 days of receiving your purchase.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange:
- The item must be unused and in the same condition as when you received it
- The item must be in its original packaging with all tags attached
- You must have the original proof of purchase (order number or receipt)
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless faulty:
- Neoprene products (wetsuits, gloves, boots)
- Buoyancy Aids (personal flotation devices)
- Footwear that shows signs of wear
- Paddles that have been used in water
This policy is based on our analysis of product categories that require special handling for hygiene and safety reasons.
Returns Process
- Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
- Receive Authorization: We’ll send you a Return Merchandise Authorization (RMA) number and return instructions.
- Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
- Ship Your Return: Send the package to our return address using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error.
Exchanges Process
If you need a different size or color (subject to availability), follow the same process as returns, but indicate in your email that you would like an exchange rather than a refund.
Refund Information
Once your return is received and inspected:
- We will notify you of the approval or rejection of your refund
- Approved refunds will be processed within 5 business days
- Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Please allow 5-10 business days for the refund to appear in your account, depending on your financial institution
Original shipping charges are non-refundable, and return shipping costs are the customer’s responsibility unless the return is due to our error.
Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to our error. We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee receipt of returned items.
Our return address is:
SUP Inflatables UK Returns
54 Cowley Rd, Oxford, GB OX2Q 5OG
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear SUP Inflatables UK Customer Service,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Product Name: [Product Name]
Product SKU: [If available]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]
For exchanges, I would like: [Specify desired size/color if available]
Please send me the return authorization and instructions.
Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a replacement or refund and cover all associated shipping costs.
International Returns
For international returns (outside UK), please note:
- You are responsible for any customs fees, duties, or taxes associated with the return
- We recommend marking the package as “Returned Goods” to avoid additional charges
- Refunds will be issued in GBP and may be subject to currency fluctuations
Need Help?
Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] during our business hours (Monday-Friday, 9:00 AM to 5:00 PM GMT).