My item is damaged or has broken. What now?

Please send us an email with photos and a description of what happened to the item and what was broken. We will forward this to the manufacturer.

Please write "Complaint" in the subject line.

After receiving your email, our team of experts will look at the photos and the description and contact the manufacturer. The manufacturer will decide whether the complaint is justified. If this is the case, we will receive information from the manufacturer whether the item can be repaired, exchanged or refunded.

We will inform you immediately upon receipt of the information from the manufacturer and in order to agree on a further procedure with you.

The processing of the complaint takes about 5-7 weeks.

ATTENTION: The warranty is subject to the conditions of the respective manufacturer and is described in the enclosed warranty card or on the manufacturer's website.

INFORMATION

A quality defect, material defect or production defect exists if, for example, a zip no longer closes, your SUP loses air, etc. The exact assessment can only be made by the manufacturer. However, the exact assessment can only be made by the manufacturer.

The warranty, which covers material & manufacturing defects, varies depending on the product and manufacturer. If a problem occurs during intended use within the applicable warranty period, you should and can complain about the product.

If the complaint is justified, your item will be repaired if possible; if this is not possible, the product will be replaced. If the same product is no longer available, you will receive a qualitatively equivalent model in the same price range as the product complained about. As soon as we receive a replacement from the manufacturer, we will of course send it to you free of charge.
Please note that the manufacturer and we are not obliged to replace the same model.

In the event that the manufacturer deems your complaint to be unjustified (e.g. if the product was damaged due to improper use or negligent handling), the product you complained about will be returned to you immediately. In some cases, however, the manufacturer offers special conditions for the exchange; in this case, we will inform you immediately.