Once an order has been delivered to the delivery address provided and confirmed by the courier (including GPS tracking or photographic proof of delivery), responsibility for the goods transfers to the customer.
We are not responsible for loss, theft, or damage after delivery has taken place.
Suspected theft must be reported to the police by the customer.
Return requests must be submitted within 14 calendar days from the date of delivery. Requests received after this period will not be accepted.
To be eligible for a return, the item must be:
• Unused
• In original packaging
• In resaleable condition
• Accompanied by proof of purchase
• Pre-approved by us in writing before being sent back
All return shipping costs are the responsibility of the customer, along with any damage or loss during transit (insured return recommended).
We reserve the right to refuse returns that do not meet these requirements.
Refunds are issued only after the item has been received, inspected, and approved.
Deductions may be applied for:
• Damage
• Missing packaging or parts
• Cleaning or repair costs
• Re-stocking fees (up to 20%)
Refunds are made to the original payment method only.
These items cannot be returned or refunded:
• Deposits (non-refundable once paid)
• Sale or discounted items
• Paddleboards, kayaks & watersports equipment used on the water
• Custom, special-order or pre-order items
• Items damaged after delivery
• Gift cards
Any issues must be reported within 24 hours of delivery, with:
• Photos of the item and packaging
• Order number and tracking information
Claims without supporting evidence may be rejected.
If delivery is refused or fails due to incorrect address or no one available to receive the goods, the customer is responsible for:
• Original delivery costs
• Return delivery costs
• Any re-stocking fees
Orders may be cancelled only before dispatch.
Once dispatched, the 14-day returns policy applies.
Where delivery has been confirmed by a courier with tracking or photographic proof, we will submit full evidence to the payment provider.
Successful delivery overrides claims of non-receipt.
Nothing in this policy affects your legal rights under UK consumer law.
If you have any questions, please contact us:
info@thesupstore.co.uk
The SUP Store
Little Avon Marina
Stony Lane South
Christchurch, Dorset
BH23 1HW