Our policy for paddles, inflatable boards, apparel, accessories, and board bags lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The buyer is responsible for all shipping costs associated with returning an order to Pau Hana Surf Supply.
To complete your return, please fill out the online Return Form available at this link. After the form is submitted, you will be contacted by our team to confirm the approval of the return. Upon approval, you will be provided with the return address and further instructions to send the item back to Pau Hana Surf Supply.
Returns are only accepted from items purchased from our web-store. If you want to return an item that was purchased through a Dealer, please contact the Dealer about their return policy.
A 15% restocking fee will be charged on all returnable items, no exceptions.
Local Pickup and Delivery Policy: Hard & Inflatable Boards
For hard and inflatable boards that are either picked up locally or delivered by Pau Hana Surf Supply, the following specific conditions apply:
1.Responsibility for Returns: The buyer is responsible for returning the board directly to Pau Hana Surf Supply for any returns, exchanges, or warranty claims, regardless of whether the board was initially delivered by Pau Hana.
2.Condition of Returned Boards: Returned boards, both hard and inflatable, must be unused and in their original packaging to be eligible for a return or exchange. This policy is valid for 30 days post-purchase.
3.Restocking Fee: Returns on a new, unused board within 30 days from purchase will incur a 15% restocking fee, with no exceptions. The board must be in the original packaging.
Pau Hana Gear Rack Sales
Pau Hana Gear Rack Sales do not qualify for Returns and Refunds. All sales on the Gear Rack are final.
International Shipping Returns and Refunds
For items purchased through our website and shipped internationally, the buyer is responsible for paying all duties and taxes incurred during shipping, both for the initial purchase and any returns. Additionally, the buyer is responsible for all costs associated with returning the item to Pau Hana Surf Supply. Any costs associated with an exchange, such as shipping and duties, are the buyer's responsibility.
Refunds (if applicable)
Upon receipt and inspection of your return, we will email you to confirm receipt and inform you whether the refund has been approved or rejected. If approved, a refund will be processed to your original method of payment. Please note, it may take up to two weeks for the refund to be processed by your credit card company.
Shipping costs are non-refundable.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, contact your credit card company, as it may take some time before your refund is officially posted.
Sale Items (if applicable)
Only regular-priced items may be returned for a refund. Discounted or items on sale cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, fill out the Return Form here. You will be contacted by a team member on how to proceed.
Partial Refunds (if applicable)
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
If a return is rejected upon inspection, the item will be shipped back to the sender.
If an item was received as a gift and a return is requested, the gift receiver can return the item and receive a gift credit for the value of the return.
Considerations for Shipping Returns
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Gift cards are not eligible for refunds.