Refund policy

Returns

You don’t like an item and want to return or exchange it? No problem. Just send it back to us within 30 days in new condition and in its original packaging. If you return your item(s) please read more about Refunds below.

Please note: There is a difference between the countries and the package size:

  • Bulky packages like our boards, where our service team helps you with returns and
  • Normal packages that can be returned by yourself (for free only in Germany; see specification)

KANOA Surfboards belongs to the Gunsails von Osterhausen GmbH Group and therefore returns are handled by Gunsails and you need to ship to Gunsails headquarter, so don’t be confused. Please read the below details very carefully to find the right return option for you. If you are not sure please don’t hesitate to always us first.

CONTACT US

 

FREE Returns within GERMANY

When returning bulky packages that exceed the postal dimensions (all boards and especially long boards above 7ft) and for returns from abroad, please always contact our service team.

For all normal packages (maximum package size for a postal return is 120 x 60 x 60 cm, max. weight: 15 kg) we offer free returns. Please follow the below instructions:

  1. Pack it well
    Preferably in the original box, remove all old shipping labels to avoid confusion.
  2. Fill out the return form
    Please print out the return form, fill it out and put it in the parcel. If printing is not possible, you can also enclose an informal letter with your address and the reason for return.
  3. Create a FREE return label (via Gunsails GmbH)
    For smaller packages that can be sent by mail within Germany, you can print a return label here or download it to your smartphone and go to the post office with it. (Maximum package size for a postal return is 120 x 60 x 60 cm, max. weight: 15 kg, shipping within Germany only).
  4. Take the shipment to the post office
    Drop off your return at the post office or at a DHL store. We will process your return as soon as possible after receiving your shipment.

Helpful Links:

PRINT LABEL (DHL)

RETURN FORM

CONTACT US

  

Returns from FRANCE

When returning bulky packages that exceed the postal dimensions mentioned below (especially all boards and especially long boards above 7ft) and for returns from abroad, please always contact our service team.

For all small packages please follow the below instructions:

  1. Pack the item(s) well
    Preferably in the original carton, removing the old shipping label to avoid confusion.
  2. Fill out the return form
    Please print out the return form, fill it out and put it in the parcel. If printing is not possible, you can also enclose an informal letter with your complete contact information and the reason for return.
  3. Postage
    You can return with any post or parcel service, please make sure your parcel is sufficiently stamped/pre-paid. Options: “colissimo without signature” or letter rate (if the thickness of the parcel with the packaging is less than 3 cm and its weight less than 3 kg). Unfree returns from abroad will not be accepted.

Please address your parcel to:

GUN SAILS – BP 60032 – 57602 FORBACH CEDEX

For any question concerning the return of your article, our customer service is at your disposal by chat or mail at aloha@kanoa-surfboards.com

 

INTERNATIONAL Returns

When returning bulky packages that exceed the postal dimensions (all boards and especially long boards above 7ft) and for returns from abroad, please always contact our service team.

For all small packages that are not surfboards (maximum package size for a postal return is 120 x 60 x 60 cm, max. weight: 15 kg) please follow the below instructions:

  1. Pack the item(s) well
    Preferably in the original box, remove all old shipping labels to avoid confusion.
  2. Fill out the return form
    Please print out the return form, fill it out and put it in the parcel. If printing is not possible, you can also enclose an informal letter with your complete contact information and the reason for return.
  3. Create a return label (via Gunsails GmbH)
    For smaller packages that can be sent by mail within Europe, you can print a return label here by choosing your country for a standardized fee of 15,00 EUR. This shipping subsidy will be taken out of your refund or billed separately. Please note: Unfree returns from abroad will not be accepted.
  4. Postage
    Put your return label safely on the box and bring your package to the local post office.

 

For any question concerning the return of your article, our customer service is at your disposal by chat or mail at aloha@kanoa-surfboards.com

Helpful Links:

PRINT LABEL (DHL)

RETURN FORM (EN)

RETURN FORM (NL)

CONTACT US

 

REFUNDS

OVERVIEW

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted:

  • Products with obvious signs of use.
  • Packaging that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

REFUND PROCESS

Once your return is received and inspected, we will send you an email to notify you that we have checked your returned item. We will also notify you of the approval of your refund. Then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-3 days.

LATE OR MISSING REFUNDS

If you haven’t received your refund yet, contact your credit card company or bank, as it may take some processing time before your refund is officially posted. Should you still have not received your refund yet, please contact us via Chat or at aloha@kanoa-surfboards.com


CLAIM / WARRANTY

If you have a claim about an item, please contact our customer service first. We will find a solution together with you. Please check here the details we need to treat your claim prior to contact us.

WARRANTY REQUEST