How to Get a SUP Refund

• Order Number: Locate your order number from the confirmation email received after purchase.
• Proof of Purchase: Have a digital copy or screenshot of the purchase receipt ready for verification.
• Product Condition Details: Be prepared to describe the condition of the item (e.g., new, used, damaged) for the refund assessment.
• Photos of the Product: Take clear photos of the item showing any defects or issues that warrant a refund.
• Shipping Information: Gather the shipping details used for the return, including tracking number if applicable.
• Email Correspondence: Keep a record of any previous communication with SUP regarding the issue.
• Account Information: Have your account login details ready if you need to access your profile for verification.
• Payment Method Details: Know the payment method used during the purchase for potential transaction validation.
• Return Policy Review: Familiarize yourself with SUP's specific return and refund policy to ensure compliance.
• Requested Refund Amount: Clearly state the amount you are seeking to be refunded, especially if it differs from the original purchase price.

At SUP, we value your experience and understand that there may be circumstances where a refund might be appropriate. Our refund policy is designed to provide clarity on eligibility criteria based on the specific services and products we offer. This section outlines situations that may qualify for a refund.

• Product Damage or Defects: If a purchased surfboard arrives with visible damage or manufacturing defects, users may be eligible for a refund or replacement.
• Incorrect Orders: If the wrong product is delivered, such as an incorrect model or size, users could qualify for a refund or exchange upon verification.
• Service Cancellation within Grace Period: For any services linked to product purchases, if a user decides to cancel within any specified grace period post-purchase, eligibility for a refund may apply.
• Shipping Errors: In cases where shipping errors occur (such as an incorrect address leading to delayed or returned items), users might be able to request a resolution, including a refund.
• Pre-Order Changes: If circumstances change regarding a pre-ordered product before shipping confirmation, users may have the option to request a cancellation or refund.

For detailed guidance on specific cases or further inquiries, we encourage users to reach out to our support team for assistance.

Refunds can be an important aspect of customer service, especially in a niche industry like Stand Up Paddleboarding (SUP). Here are some real user scenarios where customers successfully claimed refunds from SUP.

• Defective Paddle Refund: A customer purchased a high-quality SUP paddle that was found to have a manufacturing defect upon delivery. After reaching out to customer support and providing photos of the defect, the user received a prompt refund once the issue was verified, allowing them to purchase a replacement without hassle.
• Wrong Size Wetsuit Return: A user ordered a wetsuit based on the size chart provided on the website but received one that did not fit as expected. They communicated directly with SUP’s customer service, and after confirming the size mix-up, they were issued a full refund upon returning the unsuitable wetsuit.
• Membership Cancellation and Refund: A subscriber to SUP’s membership program decided to cancel their subscription but realized they were billed for the next cycle shortly after their cancellation. By contacting support and clarifying their cancellation date, the user was able to secure a refund for the most recent charge, ensuring they were only billed for the intended period.
• Shipping Issue Resolution: A customer received their SUP board late due to shipping delays and was concerned about missing a planned trip. They reached out to SUP to express their dissatisfaction, and in acknowledgment of the inconvenience, received a partial refund on their shipping costs, which helped alleviate their disappointment.

Tracking your refund status with SUP is straightforward and designed to keep you informed every step of the way. Here’s how to efficiently monitor your refund progress:

• Check Your Email: SUP sends updates on your refund status via email. Look for emails with the subject line "Refund Confirmation" or "Refund Update" to get the latest information on your request.
• Use the SUP Mobile App: If you have the SUP mobile app, navigate to the "Account" tab. Here, you can find a dedicated section for "Order History" where all your transactions, including refunds, are displayed.
• Visit Your Account Dashboard: Log into your account on nspsurfboards.com and head to the "Order History" section in your account settings. Each order will show the current status of your refund, including approval and processing stages.
• Refund Progress Information: SUP provides specific information regarding your refund process, including the refund amount, the method of refund (e.g., original payment method or store credit), and estimated timelines for when the funds will be available.
• Billing Section Insights: Within your account, check the "Billing" section to see detailed transaction records. This area will reflect any changes as your refund is processed, ensuring you have all relevant financial information at hand.
• In-App Notifications: Keep your app notifications enabled to receive instant updates about your refund status, allowing you to act promptly if further action is required.