30 Day Guarantee & Refund Policy
30 DAY MONEY BACK GUARANTEE
If, within 30 days from the purchase date, you try a board or any Hydrus product and aren’t entirely satisfied with the craftsmanship and performance you are welcome to send it back for a full refund. As long as the product doesn’t show abnormal wear and tear, we will offer you the choice of either a 100% refund of the product purchase price or 110% in-store credit.
-According to our 30-day Return Policy, please retain all product packaging and tags until you're delighted with the condition and performance of your purchase. Please return all product packaging and tags with your item.
WARRANTY
Hydrus unconditionally guarantees all products we sell to be free from defects of workmanship. We will gladly replace or refund any defective items you wish to return according to the terms of our Limited Warranty. -Details below.
HOW DO I RETURN MY ITEM(S) OR FILE A WARRANTY CLAIM?
Contact our customer service department by phone or Email to crew@hydrusboardtech.com. Our customer service hours are Monday - Friday, 9:00 am – 5:00 pm MST.
A Hydrus Customer Service Representative will process your request and assist you with return shipping.
HOW WILL REFUNDS BE ISSUED?
Refunds will be issued in the original form of payment.
WHAT IF I NO LONGER HAVE PROOF OF PURCHASE?
Merchandise returned without proof of purchase of any kind will only be offered a store exchange at the current selling price.
FILING A PRODUCT WARRANTY CLAIM
To expedite the filing process, be sure to contact us right away.
While we are happy to assist you with the completion of your claim, we will need pictures of the damaged item before it is repackaged and returned to us. A photograph must confirm product defects.
Please note, the defective product must be located in the Continental United States or shipping charges may not be covered by the warranty and must be paid for by the claimant.
ITEMS NOT COVERED UNDER WARRANTY:
- Products showing wear from Commercial use.
- Cosmetic issues.
- Products purchased from vendors other than Hydrus without proof of purchase or a verifiable age of the product.
- Boards purchased in used condition without a verifiable age.
- Any customer-initiated modifications to the surface of the board.
SURFBOARDS, PADDLEBOARDS, AND INFLATABLE PADDLE BOARDS (iSUPs), CROSSBOARDS AND POWDER SURFBOARDS
Limited Lifetime Warranty on all Hydrus branded boards. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you. This warranty commitment does not cover claim conditions listed below and requires proof of purchase.
THIS WARRANTY COMMITMENT FOR SURFBOARDS, PADDLEBOARDS AND INFLATABLE PADDLE BOARDS (iSUPs) DOES NOT COVER CLAIM CONDITIONS SUCH AS;
- Damage or defects caused by impact with any materials or objects (rocks, docks, other boards, etc.).
- Damage or defects caused by use outside of its intended purpose.
- Damage or defects caused by normal wear and tear.
- Damage or defects caused by transport, loading, unloading, dropping, or out of water handling. Including marks left by over tightening transport straps.
- Damage or defects caused by heel dents, also known as pressure dings.
- Damage or defects caused by inappropriate storage in temperatures over 95°F.
- Damage or delaminations caused by overheating as a result of exposure to direct sunlight while not in use.
- Damage or defects caused by wave impact and/or impact with ocean/lake floor.
- Damage or defects caused by storage of the board in closed, damp conditions (example a wet board bag).
- Boards used in a rental, commercial, or teaching environment.
- Damage to fin, fin box, foil mounts, mast mounts or rod holders.
- Wear or peeling of foam traction pads. Wear is considered a normal part of use and infrequent repair is considered a normal part of board maintenance.
PADDLES
Limited Lifetime Warranty on all Hydrus paddles from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.
THIS WARRANTY COMMITMENT FOR PADDLES DOES NOT COVER CLAIM CONDITIONS SUCH AS;
- Damage or defects caused by impact with any materials or objects (rocks, board, etc.).
- Chips, cracks or separation of the blade due to a result of impact with any object(s).
- Damage due to falling on the paddle.
- Paddle sinking.
- Damage or defects caused by use outside of it’s intended purpose.
- Damage or defects caused by transport, loading, unloading, dropping, or out of water handling.
- Damage due to normal wear and tear.
- Damage or defects caused by wave impact and/or impact with ocean/lake floor.
- Improper installation of the handle.
- Breakage or damage as a result of overextending the adjustable shaft.
- Breakage or damage of adjustable mechanism due to improper use and/or maintenance.
- Paddles used in a rental, commercial, or teaching environment.
BAGS
Limited Lifetime Warranty on all Hydrus branded bags and backpacks. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.
THIS WARRANTY COMMITMENT FOR BAGS DOES NOT COVER CLAIM CONDITIONS SUCH AS;
- Fading.
- Tears, rips or holes caused by collision or abuse.
- Zipper damage caused by misuse or improper care and maintenance.
- Damage due to normal wear and tear.
Electric ISUP PUMPS sold by Hydrus
60 Day Manufacturer Limited Warranty on all iSUP pumps from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.
For use with the Electronic iSUP pump, please wait 5 minutes between filing inflatable boards or until the electric pump has cooled and is not warm to the touch.
LEASHES
60 Day Manufacturer Limited Warranty on all leashes from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.
THIS WARRANTY COMMITMENT FOR LEASHES DOES NOT COVER CLAIM CONDITIONS SUCH AS:
- Damage or defects due to use outside of it’s intended purpose.
- Damage due to normal wear and tear.
- Damage due to fin cuts.
- SUP leashes are not covered for use in the surf zone.
SHIPPING POLICY
SHIPPING TRANSIT TIMES
We strive to get all orders out within two business days from our US warehouse. All transit times listed below are estimated based on business days*. Please note the transit days below are supplied as an estimate, and are not guaranteed.
*Customer is responsible for setting delivery appointment and delivery is contingent on consignee availability. Please allow for an additional one to two business days for delivery to Beyond Areas – any address further than 65 miles outside a major metropolitan city.
SHIPPING RATES
Shipping rate are subject to the best rates we are able to obtain from major carriers. Customers are responsible for the additional shipping charges for expedited options and shipments to Hawaii and Alaska.
INTERNATIONAL SHIPPING
We currently do not offer any international shipping options, we apologize for any inconvenience.
SHIPPING DAMAGE
We take pride in our packaging and do everything we can to properly package each item to ensure your order will arrive in the same condition as it left, undamaged. In rare circumstances, outside of our control, an item may show up with damage incurred while in transit.
VISIBLE DAMAGE UPON RECEIPT
Upon delivery please inspect the box and contents for any visible signs of damage before signing for and accepting the shipment. If you find any damage to the contents, please refuse the shipment by writing “Refused due to damage” on the BOL and return the shipment to the driver.
DAMAGE AFTER ACCEPTING SHIPMENT
If you have signed for and accepted the shipment, then noticed damage to your item, you have three (3) business days to file a claim from date of delivery – any claims filed outside of this window may result in the customer being responsible for shipping charges.
FILING A SHIPPING CLAIM
Email: crew@hydrusboardtech.com
Our customer care team will be sure to help you out.
