DELIVERY

WE ONLY OFFER UK DELIVERY AT THIS TIME

If your product is in stock, we aim to dispatch all orders within 48hrs. Delivery times may vary but we aim to have your order to you within 2-5 days of dispatch. Delivery options available are as follows:

Free UK Delivery for orders over £150

Click & Collect from shop – Free
Once your order has been received it will be ready for collection within 48hrs. You will receive an email or telephone call when your order is ready to collect.

Standard Delivery – From £3.95 depending on item (Cost calculated at checkout)
We aim to dispatch your order with 48 hours of receiving it. Standard delivery usually takes 2-5 working days from date of dispatch but may vary depending on courier. You will receive an email once your order has been dispatched.

Speedy Delivery (48hrs) – From £5.95 depending on item (Cost calculated at checkout)
Orders must be placed before 2pm for speedy delivery. If your item is in stock we aim to dispatch the same day to have dispatch your order to you within 48 hours but this may vary depending on courier. You will receive an email once your order has been dispatched. This does not include weekends and bank holidays.

Paddleboards – Free Delivery 2-5 working days (We do not offer next day delivery on these items)

Canoes / Kayaks – Collect from store only. Pick up from LD3 0SD. Please allow 2-5 working days for us to prepare your order.

Please be aware these are large, heavy, fragile items and can be costly to ship. Due to them being highly desirable & frequently damaged in transit we recommend the click & collect option for these items to avoid disappointment. We do also offer a local delivery service from the shop, please call us for details & costs.

REFUNDS & RETURNS

Our refund and returns policy lasts 30 days. You may return an unused item within 30 days of receiving your order, this can be done in-store or online. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. If you are returning an item that is faulty/or damaged please refer to the ‘Return a Faulty Item’ section below.

Gift Vouchers are exempt from being returned along with perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

There are certain situations where only partial refunds may be granted:

  • Book with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Sale Items
  • Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

HOW TO RETURN YOUR ORDER

To return an item simply complete the Returns Form originally enclosed with your order. Please package your parcel securely, enclosing your returns slip inside the parcel. Please send to:

The SUP & Paddlesport Shop
The Outdoor Pursuits Centre
Three Cocks
Brecon
Powys
LD3 0SD

Items must be unused and in the same condition that you received them. Items must also be in their original product packaging with tags attached.

You may return your order to us using a courier of your choosing and we advise to obtain proof of sending/tracking. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund (except if the goods are faulty or if you have received a wrong product).

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@suppaddlesportshop.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

GIFTS VOUCHERS / E-GIFT CARDS

Gift Vouchers / E-Gift cards can be purchased for any value between £10 and £100.00 and can be redeemed across multiple purchases until the balance is used. Gift Vouchers / E-Gift Cards expire 12 months after the date of purchase. Any Gift Voucher / E-Gift Card presented after their expiry date will be treated as void.

Gift Vouchers / E-Gift Cards are non-refundable and cannot be used for exchanged for product or cash. Orders for Gift Vouchers / E-Gift cannot be cancelled, except in accordance with your legal rights. Gift Vouchers / E-Gift should be treated as cash and as such we cannot replaced if lost, stolen or damaged. We reserve the right to refuse a Gift Vouchers / E-Gift Card which is deemed to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.

Our E-Gift Cards are digitally generated and usually emailed within an hour of purchase, however, to protect against fraud, payment checks may be made which can cause a delay in the eVoucher being sent to the registered email address.

Products purchased using a Gift Voucher / E-Gift Card can be returned in accordance with our returns policy. Refunds will be credited back to the Gift Voucher / E-Gift Card used at time of purchase for the value of the goods returned. Delivery costs are not refundable. For returns where part payment was taken from a gift card, the refund will be credited to your gift card in the first instance.

Our Gift Vouchers / E-Gift Cards can be redeemed online or in-store at The SUP & Paddlesport Shop only and cannot be redeemed against products & services offered by our sister companies Black Mountain Adventure & Canoe Hire Wales.

Need help?

Contact us at info@suppaddlesportshop.co.uk for questions related to refunds and returns.