Delivery and Returns

Delivery service
All orders over £10  - Tracked Next Day* Delivery (DPD or Royal Mail)
Orders under £10 -  Royal Mail 1st Class

Delivery costs
Orders £30.00 and over shipping fee £0.00 (Free)
Orders up to £29.99 shipping fee £2.50

*Tracked Orders shipped next 'working day' - Working days exclude Saturday, Sunday and Bank Holiday Mondays, if you require a Saturday delivery please please e-mail or Whatsapp us.

SUP inflatables prices include UK VAT for all sales, you’re welcome to e-mail or Whatsapp us before you place your order about a VAT refund and to check import duties, or alternatively place your order and choose the ' Rest of the World ' payment option, this allows your order to be placed without any payment details and we will contact you to discuss via email, text or a call. 

If you are happy with the total price in your Cart and dont want to claim back the VAT, your welcome to proceed with Credit Card (Pay360) option

Since leaving the EU it has become more difficult to deliver outside of the UK

Working closely with DPD we can now deliver orders over £150 to customers in the following countries with the Duties and Taxes pre-paid, this service is only available Business to Customer, not Business to Business.

Austria
Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece (surcharge may apply)
Hungary
Italy
Lativa
Lithuania
Luxembourg
Netherland
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland

* Returned Parcel - If, in the very unlikely event the customer has ignored all tracking information on the delivery and the parcel is returned to us, the customer may be requested to pay the re-delivery fee or will be refunded minus shipping charges.

If you have any questions or your order is under £150 please contact us before placing your order please e-mail or Whatsapp us.

We try to help our customers all over the world 

If you have seen a product on our website that you would like to order but your country is not listed above, please e-mail or Whatsapp us with details of what you'd like to order and your delivery address and we will do our best to come back to you with delivery and cost options.

Or alternatively place your order and choose the ' Rest of the World ' payment option, this allows your order to be placed without any payment details and we will contact you to discuss via email, text or a call. 

* Returned Parcel - If, in the very unlikely event the customer has ignored all tracking information on the delivery and the parcel is returned to us, the customer may be requested to pay the re-delivery fee or will be refunded minus shipping charges.

If for any reason the item you receive is faulty or you are unhappy with it, please email or call us as soon as possible to see what is the best course of action and return the item in question within 14 days of purchase.
You are required to return the item in its original condition and in the packaging.
If you would like to return the item after 14 days, we will do everything we can to find a solution. A credit note or refund minus 10% restocking fee are the 2 main options.

Please note that shipping fees are the client’s responsibility, except if the product does not conform to the description of said product (the client is responsible for any damage during the shipping of the returned goods). You are responsible for items sent back to us until they are received by ourselves. We, therefore, recommend returning items using an insured method such as recorded delivery that will need to be signed for by us. On lesser value items you should obtain a certificate of posting from your post office when you send the items back to us. This service is offered free of charge by the post office.  If goods are not returned in the condition in which you received them, we reserve the right to refuse such returns.

Returns Address:

Please include your name and order number when returning an item so that your return can be sorted quickly and efficiently.

• If a customer chooses to return a paddleboard that they have taken out of its original packaging and have inflated, we are happy to find a solution, with a re-stocking fee, which will allow the product to go back into stock as an ex-display item.

If your order has not started being processed by our warehouse, you can contact us on 07545882606 or 01202708555 with your order number and we will be able to help you.

Finance - There is a 14-day cooling-off period where you can withdraw from the credit agreement after signing your documents. If you wish to do this please contact us (your retailer) directly. We can cancel the application on your behalf. There is no need to contact Deko or your lender.

A payment plan does not affect our standard refund and returns policy. Just contact us and we’ll cancel your application and the lender will refund your deposit and let you know of any outstanding balance if applicable.

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

SUP Inflatables will undertake to handle a complaint fairly and competently. 

If you have a complaint

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

• Your full name and preferred contact details
• Your reference number
• Full details of your complaint
• Copies of relevant paperwork
• Evidence of any complaint where applicable
• What you expect us to do to put things right
• Any other information that you think may be relevant

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

1. Your case reference will be your order/contract number
2. We will give you the name and title of the person handling your complaint
3. We will send you written acknowledgement within 3 working days of receiving your complaint
4. Make contact to seek clarification on any points where necessary
5. Fully investigate your complaint internally and third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. Discuss with you our findings and our proposed response
8. Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Eligibility

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

• Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
• The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
• The Complainant must allege that they have suffered, or may suffer, financial

loss, material distress or material inconvenience

Final Response

This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

• Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
• Indicate whether we consent to waive the relevant time limits.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service. 
3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters) 
4. Provide the relevant addresses of the Financial Ombudsman Service.
5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk