Returns and Complaints Policy

Returns (Right of Withdrawal)

According to applicable consumer protection laws, you have the right to withdraw from a distance purchase agreement without giving any reason within 30 days from the day you (or a third party indicated by you) received the physical delivery of your order.

How to Start a Return

The easiest way to start a return is directly through your customer account on our website. Simply log in, go to your Order History, select the order you wish to return, and click the return button. Alternatively, you can notify us by email at info@ridethewater.eu or in writing to our correspondence address.

Return Conditions

The returned product must be unused, undamaged, and returned in its original packaging with all accessories included (leashes, fins, pumps, backpacks, paddles, batteries, remotes, chargers, etc.). Due to the premium nature, large size, and high value of our equipment (SUP boards, eSUP boards, and eFoils), the customer is responsible for ensuring the product is securely packed for transit to prevent damage during the return journey.

For standard consumer returns (withdrawal without reason), the return shipping cost is the sole responsibility of the customer.

Unclaimed Packages and Failed Deliveries (EU & Non-EU)

Please note that the 30-day return window applies only to packages that have been successfully delivered. If you refuse delivery from the courier or fail to collect your package from the carrier, this is not considered a valid return or withdrawal notification.

If any shipment is returned to our warehouse due to being unclaimed, refused, or undeliverable due to incorrect customer information, the contract remains valid but unexecuted due to the buyer's omission. The customer is legally required to cover the direct costs of this failed delivery. The Store will issue a claim for the actual costs incurred, including the original delivery, return freight charged by the carrier, and any customs or territorial handling fees.

We highly encourage communication: if you anticipate any delivery conflicts, holidays, or issues with receiving your premium equipment, please inform our support team immediately. Whenever possible, we will attempt to intercept or redirect the parcel with the courier to avoid unnecessary failed delivery costs.

Complaints (Defective Goods)

If the delivered product is defective, damaged during initial transport, or not in accordance with the contract, you have the right to file an official complaint. Complaints should be submitted via email to info@ridethewater.eu and must include your order number, full name, detailed description of the issue, and clear photos/videos showing the defect.

The Store will review and respond to your complaint within 14 calendar days. The financial responsibility for the shipping in complaint cases is settled as follows:

• Justified Complaint: If the defect is confirmed and the complaint is accepted, the return shipping is completely free of charge for the customer. The product will be repaired, replaced with a new unit, or the customer will receive a refund.
• Unjustified Complaint: If the complaint is rejected because the product is fully functional or the damage was caused by improper use, lack of maintenance, or mechanical damage by the user, the complaint will be dismissed. In such cases, the customer is fully responsible for all logistics costs, including the shipping fee incurred to send the item to our warehouse as well as the shipping fee required to transport the item back to the customer's address.

Return Shipping Address

Unless explicitly agreed otherwise with our customer support team, all authorized returns and complaint shipments must be sent strictly to the following standard address:

Allocacoc Polska Maciej Majchrzak Check It Group
ul. Poznańska 5/B,
62-081 Przeźmierowo, Poland

Important: Depending on your location or the type of equipment (especially lithium-ion batteries for eSUP/eFoil), our team may provide you with an alternative return address during the return authorization process. Do not ship premium equipment back without confirming the final return address with us first.

We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item if it gets lost by your courier.