Refund policy
Last updated: 30/11/20

Returns & Exchanges

Within fourteen (14) days of delivery of the product(s), you are permitted to exchange or return the product(s). The order must be returned to us in perfect condition in the original packaging and accompanied by the complete inventory of the shipment, including all documents, packaging material, manuals, and notes. The original packaging (including packaging material) must be fully intact for the return to go through well. Awake cannot accept returns where labels have been removed or tampered with in any way, or where any of the above-stated inventory is missing from the product(s). All shipping charges and related costs on the returned product(s) are at the customer’s expense.

For refunding, clients will wait for a month after Awake has successfully received the product(s) before getting their money back to the original credit card of the purchaser. Additional duties or taxes and shipping costs will not be refunded.

The VAT for countries within the EU will be included in the refund. Exchanges are only valid when the products are in existence. The same type and size of the product, as well as availability, will guarantee the exchange of faulty product(s). Faulty product(s) refund will be within a month period of delivery. The exchange is guaranteed as per the instructions from Awake. Stores cannot initiate return and refund of the product(s). 

How to proceed with a return: Kindly contact sales@awakeboards.com for info on how to go through with the whole process of your return. State your order number. Furthermore, clarify which product(s) you are sending back, and state clearly why you wish to return the product(s).

Steps

    1. Return of product(s) requires a return authorization (RA) number; without which there will be no acceptance of the returned product(s).
    2. To receive a return authorization, contact us via email using the information illustrated below: sales@awakeboards
  1. To return a package, you should inform us within a month from the day the package was received. Awake has no responsibility resulting from damage or loss of the product(s) since we recommend you ensure the product(s) via logistics and keep tracking number until the complete refund has been done.
  2. Returned product(s) should be in untouched condition with original tags placed on the package.
  3. The packaging of the manufacturer should be visible either in writing or marks.
  4. The customer is responsible for the return shipping costs, and other extra costs. Awake will only call for return when there was a shipment error in this case we cater for such expenses.

 

Commercial warranty & complaints

Awake assures the legitimacy of our products to be of high quality and destined for their recommended purpose with no problems with the manufacturing process or craftsmanship. In case of any issue with our product, kindly inform us through email before returning to cut off charges for posting the product(s). For product(s) bought through our website email us at sales@awakeboards. We will respond to your claim with a solution and return procedure when necessary. If you have any inquiries concerning our commercial warranty contact us at service@awakeboards.com.


Full commercial warranty Policy Awake's electric surfboards

Awake warrants that the electric surfboards sold by Awake are free of manufacturing defects in material and workmanship when delivered to the buyer. The commercial warranty on each component on the electric surfboard is limited to twelve (12) months from the date of delivery and is limited to the original buyer. For example: if a drive train part for some reason would malfunction, that whole part will be replaced. The commercial warranty does not cover damages caused by normal wear and tear. The commercial warranty does not apply in the event of abuse, neglect, carelessness, using the product in any way other than intended, replacement with any part or accessory other than original Awake parts and products, the attempt of reparation or modification unless expressly permitted in writing by Awake. Awake waives all responsibility for any third party for consequences that might result from the use or handling of any Awake product by any legal or natural person.


Full commercial warranty Policy Awake products, other than electric surfboards

Awake warrants that the products sold by Awake are free of manufacturing defects in material and workmanship when delivered to the buyer. The commercial warranty is limited to 12 months from the date of delivery and is limited to the original buyer. The commercial warranty does not cover damages caused by normal wear and tear. The commercial warranty does not apply in the event of abuse, neglect, carelessness, using the product in any way other than intended, replacement with any part or accessory other than original Awake parts and products, an attempt of reparation or modification unless expressly permitted in writing by Awake. Awake waives all responsibility for any third party for consequences that might result from the use or handling of any Awake product by any legal or natural person.


European twenty-four (24) month legal guarantee (applicable to purchases and deliveries within the EU)

All Awake’s products are subject to the European twenty-four (24) month legal guarantee: [READ MORE]


Complaints

A customer who has complaints about a product can do so within two (2) years after purchase. Awake urges a customer to make a complaint within one (1) month of delivery to repair or replace a faulty component, according to the customer’s wishes. Complaints are administered via service@awakeboards.com.

GENERAL TERMS & CONDITIONS: USA & CANADA

GENERAL TERMS & CONDITIONS: GLOBAL (EXCEPT USA & CANADA