Warranty Policy
Gear should work as it is designed to work. We have been working with watersports equipment for a long time. We know it is extremely frustrating when you get new equipment and it really does not work correctly. We feel the same way. And that is why we help you file warranty claims for products you purchased from us. We will likely yell and scream at our distribution or representatives to make it right just as you would. If something seems not right with your equipment you purchased from us, take pictures and documentation and send it to us @ contact@hatterasislandsurfshop.com or bring it into the store for us to check it out.
We have seen a lot of equipment buckle, split, shatter, crack and break over the years. We have a good idea of what is abnormal and resembles a manufacturer’s defects in materials or workmanship and what is likely caused from improper usage, care, random elements, or just standard usage and wear on the equipment. If we agree your warranty claim seems legitimate and is covered under the manufacturer’s guidelines we will do our best to help correct it and work with you and the Manufacturer to correct the product. We have close ties with the brands we carry and can help them assess the claim. Every Manufacturer has different warranty guidelines but here are some things they typically including but are not limited to:
Any product purchased on E-Bay or similar auction websites is NOT covered under warranty as well as products bought 2nd hand.
The warranty is valid only when the product is used under normal recreational activities.
The warranty is valid only when the proper Manufacturer’s warranty procedure has been followed as defined in the Manufacturer’s Warranty Protocol.
Manufacturer will make the warranty determination only after inspection and/or analysis of photos of the product clearly showing the defect.
If a product is deemed to be defective by the Manufacturer, the warranty covers the repair or replacement of the defective product only. Manufacturer is not responsible for any cost, losses, or damages incurred as a result of loss of use of the product.
The warranty does not cover damage caused by misuse, abuse, neglect of normal wear and tear including but not limited to, punctures, rigging with non-manufacturer components, damage due to excessive sun or wind exposure or seam failure due to over-inflation, damage caused by improper handling and storage, damages caused by crashing in waves or shore break and damage caused by anything other than defects in materials and workmanship.
The warranty is void if any unauthorized repair, change or modification, has been made to any part of the equipment.
- The warranty for any repair or replacement equipment is good from only the date of the original purchase.
Used or demo products and products purchased from our Ebay store are sold “as is” and are not covered by a manufacturer warranty or any warranty from Hatteras Island Surf and Sail Rentals inc.
If the manufacturer approves my warranty claim do I have to pay for my return shipping?
If your order is within the US and has been approved by the manufacturer for warranty you do not have to pay for return shipping of the item. International orders vary on a case by case basis.
If the manufacturer approves my warranty claim when will I get my replacement?
If the manufacturer approves your warranty claim for a product the time to get your replacement varies with when and if the product is still in stock and might be available. If we see the warranty claim as valid we really work with the manufacturer to get it corrected as quickly as possible. If the product is in stock by the distribution we will try to have it shipped out to you as soon as possible. If the product is not in stock or available, we will likely issue you a 100% refund of your purchase price as soon as possible. In certain situations when the manufacturer is slowly replacing the item we may offer a replacement if available from our own personal stock that we will later get reimbursed by the manufacturer. Do not hesitate to contact us with your concerns. At the end of the day we are all just trying to get on the water and have fun! Call us at 252-987-2292 or email us at contact@hatterasislandsurfshop.com