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Request Within 30 Days
Eligible return or exchange requests should be submitted within 30 days of the delivery date shown by the carrier or order record.
Waveora Customer Care
Refund Policy
We want every Waveora order to feel confident from checkout to open water. This Refund Policy explains how returns, exchanges, refunds, damaged items, incorrect items, eligibility, inspection, processing timelines, and support requests are handled for our premium water sports and beach lifestyle products.
Policy Overview
A Clear Return Standard
Waveora serves customers shopping for paddle boards, kayaks, snorkeling gear, life jackets, dry bags, pool floats, swim goggles, water shoes, rash guards, and water sports accessories. Our refund process is designed to be direct, fair, and easy to understand.
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Keep Items Complete
Returned products should include the item, packaging, tags, inserts, accessories, straps, valves, fins, pumps, cases, manuals, and included parts when applicable.
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Inspection Is Required
Refund approval may depend on item condition, completeness, original order verification, and whether the product meets return eligibility requirements.
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Support Guides You
Customers should contact Waveora before sending a return. This helps us provide the correct instructions and avoid delays with unverified packages.
Eligible Returns
Return Eligibility
Waveora accepts eligible returns and exchanges for qualifying products within 30 days of delivery. To protect product quality and customer safety, returned items must be clean, unused, unaltered, and complete unless the return is related to a verified shipping issue, wrong item, or product defect.
Because many Waveora products are used near water, sand, sunscreen, salt, chlorine, and outdoor surfaces, condition review is important. Items that show use, wear, odor, stains, water exposure, missing parts, damage from improper handling, or incomplete packaging may not qualify for a full refund.
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Eligible request window
Return or exchange requests should be made within 30 days of delivery.
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Original order verification
We may ask for your order number, email address, shipping name, and photos when needed.
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Complete item return
All included accessories, packaging, manuals, and original components should be returned together.
Unused Product Standard
Returned items should be in new, unused condition. For water sports products, this means the item should not have been used in pools, lakes, rivers, oceans, beaches, boats, docks, campsites, trails, showers, or other outdoor settings.
- Inflatable paddle boards and kayaks should not show inflation marks, water residue, sand, punctures, valve damage, fin damage, or outdoor abrasion.
- Snorkeling gear, swim goggles, rash guards, water shoes, and life jackets should be clean, unused, odor-free, and returned with tags and packaging where applicable.
- Dry bags, waterproof accessories, and pool floats should be free of water exposure, sunscreen marks, stains, odor, tears, punctures, or missing pieces.
Original Packaging
Original packaging helps protect the item during return transit and helps our team confirm that the item is complete. Please include retail packaging, protective wrapping, tags, product cards, manuals, storage bags, repair kits, straps, pumps, fins, leash components, valves, caps, clips, and any accessories that arrived with the order.
Return Authorization
Please contact Waveora before sending a return. Unauthorized returns, returns sent to the wrong location, or packages without sufficient order identification may be delayed, refused, or unable to be processed. Our support team will provide guidance based on your order details and return reason.
Proof Of Condition
For damaged, defective, incorrect, or missing-item claims, we may request clear photos of the item, packaging, shipping label, included accessories, and any visible issue. Photos help us review the case quickly and determine whether a replacement, exchange, refund, or other resolution is appropriate.
How To Start
Return Process
Starting the return correctly helps prevent delays. Please do not ship items back before contacting Waveora and receiving the appropriate return guidance.
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Contact Support
Reach out through the contact page with your order number, email address, item name, reason for return, and photos if the item arrived damaged, incorrect, or incomplete.
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Receive Guidance
Our support team will review your request and provide the next steps. Instructions may vary based on item type, order status, condition, and return reason.
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Pack Securely
Repack the item carefully with all original components. Use protective packaging so paddle boards, valves, goggles, floats, bags, shoes, or apparel are not damaged in transit.
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Inspection Review
Once the return is received, the item may be inspected. Approved refunds are issued to the original payment method unless another resolution has been confirmed.
After Approval
Refund Timing
After your return is received and inspected, we will notify you whether the refund is approved. Approved refunds are generally issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the credit to your account after Waveora submits the refund.
Original payment processing times can vary. If a refund has been approved but you do not see it immediately, please check with your bank or card issuer. Processing timelines are often controlled by the financial institution after the refund is submitted.
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Original payment method
Refunds are typically returned to the same card or payment method used at checkout.
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Inspection first
Refund approval may require inspection of returned items and included components.
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Provider timing may vary
Your bank or payment provider may take additional time to display the refund.
Important Details
Refund Conditions
The table below explains common return outcomes. Final eligibility may depend on order history, product condition, product type, timing, photos, inspection, and carrier records.
| Situation | Policy Guidance | Possible Resolution |
|---|---|---|
| Unused item within 30 days | Item is clean, complete, unused, and returned with original packaging and included accessories. | Eligible for refund or exchange after review and approval. |
| Incorrect item received | Customer contacts support with order details and photos showing the item received and packaging label. | Replacement, exchange, or refund may be offered after verification. |
| Damaged on arrival | Damage should be reported promptly with clear photos of the product, packaging, and shipping label. | Resolution may include replacement, exchange, refund, or additional review. |
| Used water sports item | Products showing water exposure, odor, stains, sunscreen marks, sand, wear, punctures, or outdoor use may not qualify. | Refund may be denied, reduced, or handled case by case. |
| Missing accessories | Items missing included components such as pumps, fins, straps, manuals, storage bags, repair kits, or tags may be incomplete. | Refund may be delayed, reduced, or denied depending on missing parts. |
| Late return request | Requests submitted after the 30-day return window may fall outside standard eligibility. | Support may review the case, but approval is not guaranteed. |
Non-Returnable Or Limited-Return Items
Some items may be refused or reviewed with limitations when they cannot be safely or responsibly returned. This can include used personal gear, items exposed to water or body contact, products with missing hygiene packaging, damaged items caused by customer handling, altered items, incomplete sets, or items returned outside the approved process.
Final Sale And Promotional Items
Selected promotional products may receive an automatic 20% discount when eligible. Promotional pricing does not automatically change return eligibility, but the refunded amount cannot exceed the amount actually paid after discounts, credits, or adjustments. If an item is marked final sale at the time of purchase, it may not be eligible for return unless required by applicable consumer protection rules.
Shipping, Handling, And Carrier Issues
Waveora offers free shipping on all products. If a return requires shipping, return instructions will be provided after your request is reviewed. Customers should keep tracking information for return shipments. Waveora is not responsible for return packages lost in transit when the customer uses an untracked, incorrect, or unauthorized return method.
Exchanges And Store Resolutions
Exchanges may be available for eligible items depending on inventory, item condition, and order verification. If an exchange item is unavailable, Waveora may offer an alternative resolution. For size-sensitive items such as rash guards, water shoes, life jackets, swim goggles, and apparel, please contact support before returning so we can help review the best next step.
Need Return Help
Contact Waveora
Start With Support
To avoid delays, contact Waveora before returning any product. Include your order number, the email used at checkout, the item name, the reason for your request, and photos if the product arrived damaged, incorrect, incomplete, or visibly defective.
How long do I have to request a return?+
Eligible return or exchange requests should be submitted within 30 days of delivery. The delivery date may be based on carrier tracking, order records, or other fulfillment information available to Waveora.
Do returned items need original packaging?+
Yes. Returned products should include original packaging, tags, manuals, inserts, accessories, parts, and any included components. Missing packaging or missing accessories may delay, reduce, or prevent refund approval.
Can I return a used water sports product?+
Products that have been used in water, outdoors, or against the body may not qualify for a standard return. Items showing sand, stains, odor, sunscreen marks, punctures, scuffs, wear, water residue, or missing parts may be denied or reviewed case by case.
What should I do if my item arrived damaged?+
Contact Waveora promptly through the contact page. Include your order number, photos of the damaged item, photos of the packaging, and a clear description of the issue. This helps us review whether a replacement, exchange, refund, or other resolution is appropriate.
When will I receive my refund?+
After your return is received and inspected, we will notify you if the refund is approved. Approved refunds are typically issued to the original payment method. Your bank, card issuer, or payment provider may need additional time to post the credit.
Can I exchange instead of receiving a refund?+
Exchanges may be available for eligible items depending on inventory, product condition, order verification, and timing. Contact Waveora before returning the item so our support team can review available options.
Are automatic discounts refunded?+
Refunds are based on the amount actually paid after discounts, promotions, credits, or adjustments. Email subscribers may receive a 15% automatic sitewide discount when eligible, and selected promotional products may receive a 20% automatic discount when available.
Where should I send my return?+
Please contact Waveora before sending any return. Our support team will provide the correct return guidance for your order. Unauthorized returns or packages sent without proper order identification may be delayed or unable to be processed.