Awake Warranty Policy

1. REVISION DATE

1.1 This warranty policy is valid from March 5, 2025.

2. WHAT IS COVERED UNDER THE WARRANTY?

2.1 This warranty applies to all Product(s) sold by Ride Awake or any authorized reseller, retailer, or partner confirmed by Ride Awake (collectively referred to as "Awake").

2.2 Awake guarantees that its Products will be free from defects caused by faulty materials or poor craftsmanship during normal use for the period specified in this document.

3. WARRANTY PERIOD

3.1 The warranty is valid for 24 months from the date of purchase, as indicated on the invoice.

3.2 The battery is covered under the standard 24-month warranty or up to 300 full charge cycles, whichever comes first. Damage due to improper use, overcharging, deep discharging, or exposure to extreme conditions is not covered under warranty.

3.3 If a part is replaced under an approved warranty claim, the replacement part will be covered as follows:

• If the original product has 6 months or more remaining in its warranty period, the replaced part will inherit the remaining warranty of the original product.
• If the original product has less than 6 months remaining, the replaced part will receive a minimum warranty of 6 months from the replacement date.

3.4 If Awake repairs a product, the repaired part will be covered as follows:

• The product retains its original warranty period - the overall warranty duration does not reset or extend.
• Repairs performed by Awake are covered by a 6-month guarantee on the repaired components, starting from the repair date.
• The extended coverage applies only to the repaired components, not to the entire product.

3.5 This warranty policy is in addition to any applicable statutory guarantees and locally regulated consumer laws.

4. WHO CAN MAKE A WARRANTY CLAIM?

4.1 The warranty is available to the original buyer who bought the Product(s) directly from Awake or an authorized Awake reseller.

4.2 Proof of purchase, such as an invoice or receipt, is required to verify ownership and confirm the warranty period.

4.3 The warranty is transferable to a new owner. Contact support@awakeboards.com with proof of purchase and ownership transfer details to transfer the warranty.

Note: The warranty period does not extend upon transfer; it remains based on the original purchase date.

5. HOW TO MAKE A WARRANTY CLAIM

5.1 If you believe you have a warranty claim, contact Awake using the instructions below. Our team will guide you through the process, which may involve providing photos, videos, or other documentation to assess the issue.

5.2 Awake will determine claim validity in accordance with this policy. Our decision will be final.

5.3 If the warranty claim is approved and no exclusions apply, Awake will take one of the following actions at its discretion:

• Repair the defective Product at no cost.
• Cover the cost of repair by an authorized service provider.
• Replace the defective Product or relevant part, free of charge and in the same quantity as was initially purchased.

5.4 Awake reserves the right to charge for reasonable delivery costs when supplying a replacement product unless prohibited by local law.

5.5 Customers are responsible for packaging and shipping costs when returning products for warranty service unless otherwise specified by local law.

5.6 Warranty coverage does not require product registration, but providing proof of purchase is mandatory.

5.7 If the original purchase was made through an authorized Awake reseller, the replacement Product will be shipped to that reseller’s operational location. The authorized Awake reseller is responsible for forwarding it to the customer.

Note: If a returned Product does not have a valid warranty claim, the customer must pay shipping costs to and from Awake before the Product is returned. Any necessary service work will only be performed upon customer approval and payment.

6. WHAT IS NOT COVERED UNDER THE WARRANTY?

The warranty does not cover:

• Damage caused by misuse, vandalism, interference, or neglect.
• Damage from failure to follow Awake’s maintenance procedures, as outlined in the User manual.
• Damage caused by using accessories or parts that are not manufactured, or otherwise approved by Awake.
• Products where the seal has been broken or tampered with.
• Damage to the carbon fiber hull.
• Use of the Product outside its intended purpose.
• Unauthorized repairs or modifications.
• Personal injury, death, property damage, or financial loss, regardless of how it occurred.
• Claims made more than two (2) months after the defect was discovered or should have been discovered.
• Damage due to normal wear and tear, negligent use, extreme weather conditions, or unsafe locations.

6.2 Awake reserves the right to update Product specifications, manuals, and instructions at any time. Visit www.awakeboards.com for the latest information.

7. LOCAL LAWS AND REGULATIONS

7.1 This warranty does not exclude or restrict statutory guarantees that cannot be excluded under local laws. Awake will honor its obligations under those laws and regulations.

7.2 This warranty is in addition to any applicable statutory guarantees.

8. HOW TO CONTACT AWAKE FOR WARRANTY SERVICE

8.1 You can reach Awake through the following channels:

• Submit a support request via the Awake Link App (available on iOS and Android).
• Use the support form at awakeboards.com/support.
• Email support@awakeboards.com.

8.2 Required documents for warranty verification:

• Proof of purchase (receipt or delivery confirmation).
• Invoice number.
• Customer name and address.
• Purchaser’s email and phone number.
• Description of the defect.
• Any additional information reasonably required by Awake, including photos, videos and other material relating to malfunctioning product(s).