RETURN AND REFUND POLICY

1. 30-Day Return Period

You have 30 days from the date of receipt to initiate a return. Products must be unused and in their original packaging. Returns within this period for any reason are eligible for a full refund, minus the return shipping costs.

1.1. How to Initiate a Return

To initiate a return, please contact us via email at hello@maddleboards.eu or through the request form in our FAQ & Help Center. 

Once your return request is accepted, we will provide the return label to print and tape on the box with clear/transparent tape. 

We will also provide a return authorization sheet to include in the box with the returned product. This sheet must be included in the package to ensure proper processing.

1.2. Return Window After Request

After your return request is accepted, you have 14 days to ship the product back to us. If the product is not shipped within this timeframe, we reserve the right to refuse the return request.

2. Condition of Returned Products

2.1. Unused Products

Products must be returned unused and in their original packaging. Customers are responsible for the return shipping costs unless the product is defective.

2.2. Used and Non-Defective Products

If the paddle board has been used and is not defective, a 20% restocking fee will apply. Additionally, customers are responsible for the return shipping costs. We do not accept returns of used products without the original box and packaging.

3. Defective Products

3.1. Reporting Defects

If you believe your product is defective, please contact us within 30 days of receipt. If the product is defective and returned without the original box and packaging, you are responsible for finding appropriate packaging at your own cost.

*Aesthetic problems are not considered manufacturer defects and are not covered under Warranty. A manufacturer defect is considered to be present if there is a problem that affects the operation or the handling of the product.

In cases where there are visible alterations or minor aesthetic defects on a Maddle board that exceed 1 square inch (6.5 square centimeters) in size, customers are eligible for compensation, at Maddle's discretion.

3.2. Inspection and Refund

Upon receiving and inspecting the returned product, we will issue a refund according to the reason for the return. This includes assessing whether the product is defective or if it has been used. If the product is deemed defective, the refund will include the cost of return shipping. 

For non-defective returns, deductions may apply as outlined in our policy.

We reserve the right to deduct from the total refund amount if the returned product is missing parts or if there is evidence of undisclosed damages done to the product.

3.3. Defects After 30 Days

For defects affecting the usage of the product, reported after 30 days but within the warranty period, we will offer either compensation, replacement parts or a full replacement, depending on the nature of the defect.

4. Missing Items

If any items are missing from your order upon receipt, please contact us within 7 days. If you contact us after this period, you may be required to purchase the missing items separately.

5. Return Shipping Costs

Return shipping costs are always the responsibility of the customer, except in cases where the product is deemed defective. In such cases, we will cover the return shipping costs.

*Free products are not eligible for returns in exchange for refunds or any other form of compensation.

6. Processing time for returns

Once the package is received in our warehouse, the processing time is 3-5 business days as all items must be inspected before being accepted. 

You will receive a confirmation email as soon as the refund is processed. Once your order is refunded, please allow up to 10 business days for the transaction to appear on your bank statement. 

7. Additional return information

Return liability information

For all returns, if the returned items are damaged or lost due to improper repackaging, the cost of repair and/or replacement will automatically be deducted from any refund we issue to you following the return. Once your order is refunded, please allow up to 10 business days for the transaction appear to on your bank statement

Return payment information

All refunds or exchanges will be made in the original form of payment, less the various charges detailed above where applicable. 

All additional shipping charges and restocking fees will be automatically deducted from the refund we issue to you upon return, if applicable.

There will be no refund of the initial delivery charge once the order has been received by the customer. 

No refund or credit will be given, nor will any product be returned to you, for any counterfeit product received by us.

Disclaimer on exchange/return requests due to the color of our products

Actual colors may slightly vary. This is due to the fact that every monitor or mobile display has a different capability to display colors and that everyone sees these colors differently. Should a return or exchange be requested and initiated due to color perception differences, the exchange or return will be processed as a return for a non-defective product.