Refund policy

RETURN AND REFUND POLICY

Return Information on Pre-Order Items

If you need to change or cancel your pre-order, you can do so free of charge at any time before your order is processed and dispatched. Write to us via Live Chat at the bottom of your screen or email us at hello@maddleboards.com with the following information:

• Your order number
• Product you wish to modify or cancel 
• Reason you wish to modify or cancel

If all criteria are met, we will proceed with your request. Order modifications will be confirmed via email. For cancellations, a refund will be initiated automatically once the order is cancelled. 

Return Information for Change of Mind - Shipping Label not-created/ Order not yet processed for fulfilment

If you need to change or cancel your order before it is processed for shipping fulfilment, you can do so free of charge at any time before your order is processed and dispatched. Write to us via Live Chat at the bottom of your screen or email with the following information:

• Your order number
• Product(s) you wish to cancel, modify, or add to your order
• Reason you wish to cancel (if requesting cancellation)

If all criteria are met and your order has not yet been processed for fulfilment, an agent will attempt their best to modify/cancel your order free of charge. Should the modification/cancellation be successful prior to the fulfilment process, cases of refund will be initiated automatically once the order is cancelled. 

*Please note, we do not guarantee that we may be able to stop the fulfilment of the order on time to make changes or to process a cancellation free of charge. In the case that we are unable to halt a fulfilment that is already in process, any cost associated with the cancellation / modification will be solely the client's responsibility as stated in the section below (“Return Information for Change of Mind - when order is processed for fulfilment and/or dispatched”).These cost include but are not limited to ; shipping cost, return shipping cost, man hour, product damages, etc.

Return Information for Change of Mind - when order is processed for fulfilment and/or dispatched

For an exchange or a refund, the request must be made within 30 days after your order has been delivered. All return requests without the products’s original packaging will be refused. The products must be in their original condition, you are fully responsible for repackaging and shipping all items back to us in their original packaging. If a return is initiated, return shipping costs will be applied and a prepaid return label will be provided at a discounted rate. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.

All returns are subject to a restocking/handling fee equal to ten percent (10%) of the total value of the product(s) returned. The return shipping costs and restocking/handling fee will be deducted from the refund amount.

Failure to return items in their original condition and packaging will be considered as a breach of agreement - in such cases, we reserve the right to refuse the refund/exchange as well as the right to modify the refund amount/charge additional fees for the exchange depending on the state of the returned items upon inspection. 

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

To initiate the return write to us via Live Chat at the bottom of your screen or email us at hello@maddleboards.com with the following information:

• Your order number
• Product you wish to cancel
• Reason you wish to cancel

The refund/compensation will be initiated once the package has been received and inspection has been done. See more information below about the processing time. 

Return Information on Defective/Missing Upon Arrival Items

We always strive to deliver the highest quality product in top notch condition as it leaves our warehouse. Although it is rare, some damage may occur during the shipping process. If your order arrives damaged or missing parts for whatever reason, please read and follow the instructions stated below to request assistance. Following the reception of your request, our support team will assist you and provide the best remedy to rectify the damage or missing parts. We may  offer to send you replacement parts or an exchange with a new unit if need be, depending on the severity of the damage. For more information on our Warranty, visit our Warranty Page here. 

If a product is returned under warranty terms with the request of a refund or an exchange, upon receiving the return and inspection of the product, we reserve the right to refuse the refund/exchange as well as the right to modify the refund amount/charge additional fees for the exchange, if there has been a breach which voids the warranty coverage offered by our company and/or if the state of the product is not as described in its original condition or in the condition disclosed by the client when requesting the return. This includes and is not limited to: any breach of warranty as mentioned in our warranty coverage mentioned hereby below : 

• Missing parts
• Undisclosed damages done to the product
• Improper packaging
• Failure to follow instructions regarding the handling of the product or anything that can affect the company's ability to salvage, refurbish and/or resell the product.

* Warranty Coverage* (for more details, visit our Warranty Page):

The Limited Warranty extends exclusively to the following manufacturer defects: 

• Seam leaks
• Excessive workmanship defects
• Extracted handles

For greater certainty, this Limited Warranty does not extend to damage resulting from the following and Maddle makes no warranties, express or implied, with respect to the following: 

• Improper installation, maintenance, and operation of the Products.
• Misuse of the Products and any other damage caused by using the Product for a purpose for which it was not designed.
• Use of any Product for commercial purposes.
• Products that were lost or stolen including a Product sinking for any manner whatsoever.
• Products filling with water, in any manner whatsoever.
• Damage caused by impact to rocks, docks, shore-pound etc.
• Damage caused by normal wear and tear, such as any and all fading, chips or cracks.
• Damage or defects caused by inappropriate storage in temperatures over 90°F and under 32°F.
• Indents/texture on the surface of the Products that is a result of the drop stitching construction.
• Damage caused by transporting any Product on the top of a car.
• Damage to fin or fin box caused by impact to the fin.
• Damage caused by overexposure/storage in direct sunlight.
• Damage caused by mishandling the Product, in any manner whatsoever, including but not limited to, mishandling that may occur on airline travel, by way of improper loading/unloading into trucks or other vehicles, by way of rolling or dragging on concrete, by way of shipping, etc. 
• Force majeure, Acts of God, fire, natural disaster, casualty or any other unforeseeable event.
• Damage to the valve caused by loosening the valve to deflate the Product.
• Uses of a Product in ways, including any aftermarket modifications made to the Product, other than as expressly provided by the instruction manual or any other documentation accompanying the Product.

For greater certainty, this Limited Warranty does not extend to the following circumstances and Maddle makes no warranties, express or implied, with respect to the following:

• Products sold to any individual different than the name used to place the order of the Product;
• Products purchased in bulk, with bulk discount.
• Products purchased for commercial use.
• Products purchased in used condition.
• Products offered as free gifts with the original purchase

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.

To qualify, customers must contact our Customer Support within the first 7 days of receiving their product. Please note that aesthetic damages smaller than 1 square inch are not covered by Warranty nor by this compensation policy stated below, as our products are handmade, and minor variations are normal.

Eligible customers may, at Maddle's discretion, receive a voucher for a future purchase, a replacement board, a partial refund or a full refund upon returning the product. This policy does not cover additional costs or expenses, and Maddle reserves the right to modify it at any time. No returned boards will be eligible for refunds of any amount without explicit approval of Maddle to initiate a return process.

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 “change of mind” reason. Such requests are not eligible for cost-free exchange or return with full refunds. Return shipping fees and restocking fees may apply as stated in our “Change of Mind” return information for orders that have been processed and dispatched.

For more information regarding this type of exchange/return requests, please refer to the section “Return Information for Change of Mind (when order is processed and dispatched).”

*Instructions to request assistance under Warranty*

If you believe you have received a defective product, please contact us within 7 days of receiving the product.

To initiate a return under Warranty, write to us via Live Chat at the bottom of your screen or email us with the following information:

• Your order number
• The item that is defective/missing
• A photo or video of the defect

Once you have reached out to us, a customer service representative will assess your situation and assist you accordingly. Failure to provide adequate visual evidence and/or failure to cooperate in the troubleshooting stages to assess the said defect under a reasonable timeframe (2 weeks) will nullify any coverage under warranty.

Provided your item is deemed defective and covered under Warranty, at our discretion, we will offer one of the following solutions depending on the nature of the defect: (1) replace the damaged part without charge as soon as possible, or (2) to replace the full product without charge as soon as possible if need be, or (3) to offer a return and full refund. 

1. If a replacement part is initiated under Warranty, it will be provided free of charge. We will, to our best ability, aim to provide a replacement part that is identical or closest in nature to the product’s original color, provided that our inventory of replacement parts allows for it.
   
   
2. If a return - full replacement is initiated under Warranty, a prepaid return label will be provided free of charge. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.
   
   The replacement product will be initiated once the returning package has been received and inspection has been done. See more information below about the processing time.
   
   
3. If a return - refund is initiated under Warranty, a prepaid return label will be provided free of charge. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.
   
   The refund will be initiated once the package has been received and inspection has been done. See more information below about the processing time.
   
   

Unclaimed orders or address errors

If an order is returned to us because it has not been claimed at the post office or because of an address error, a member of the team will contact you by email. If we have not heard from you within 30 days of this email, the order will be cancelled without refund or exchange. Should you wish the product to be reshipped, any additional shipping fees shall be acquitted.

Processing time for returns

Once the package is received in our warehouse, the processing time is 5 to 10 business days as all items must be inspected before being accepted. If more than 10 business days have passed since the package has been received in our warehouse, please contact us.

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. 

Additional return information

Return liability information

For all returns, if the returned items are damaged or lost due to improper repackaging and/or shipping problems with the items, the cost of repair and/or replacement will automatically be deducted from any refund we issue to you following the return. We will not be responsible or liable in any way for any damage to or loss of an item in transit and/or caused by the carrier handling 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. However, we may, at our sole discretion, issue refunds in the form of store credit. Shipping and handling charges are non-refundable.

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.

Return information on discontinued products

In addition, for products that have been discontinued or are no longer available on our website, returns will be accepted for a period of six (6) months after the official discontinuation date.