Our service promise
We take pride in delivering premium customer service. This starts from consulting you with your order to provide you with the best user experience all the way to dealing with potential warranty issues fairly.
Our credo when it comes to claims or warranty issues is: We do not argue with you, but negotiate a mutually acceptable outcome, which is accommodating.
In case of any questions please contact:
KANOA Service Team
Or use our Chat
Availability Mon – Fri: 09:00 – 17:00 CET
What’s part of our KANOA warranty?
We give all customers a 6 months warranty on all products from the date of purchase. KANOA Surfboard products are subject to quality control and are tested by our team and partners throughout the year. Should you still have an issue within the warranty policy, we are your direct contact and help quickly and easily.
Warranty coverage and exclusion
The warranty covers only the repair or replacement of the damaged product with an equally valuable product (including the successor model, if applicable). Our warranty is for the exclusive benefit of the original purchaser and cannot be assigned.
There is no warranty claim:
- in the case of normal signs of use, such as scratches or creases.
- in case of damage caused by modifications or own repairs.
- in case of a crash, getting washed in waves, collisions or other accidents.
- in case of willful damage.
- in case of improper use, handling, storage (such as excessive sunlight or heat), maintenance or care.
- when used in a commercial environment like rental or school.
The warranty does not cover direct or indirect consequential damages caused by defective products. Other claims against KANOA Surfboards (in particular claims for damages) are not substantiated by this warranty and are excluded (to the extent permitted by law). KANOA Surfboards assumes no liability for any costs incurred, losses or consequential damages resulting from the defect or loss of use of any of our products.
After warranty repair or replacement of the product necessary within the warranty period, the warranty of the repaired or replaced product will continue until the end of the original warranty period. The original warranty period will not be extended, nor will a new warranty period be initiated for the exchange product.
To make a warranty claim please follow the below steps and send relevant pieces of information to firstname.lastname@example.org:
- Customer identification:
- For B2B (shops, partners): Corresponding invoice number / receipt & customer identification number
- For B2C (end customers): The personal data of the customer (name, address, email, phone) and the corresponding invoice number is needed. For products purchased from any of our dealers, the receipt with the date of purchase must be attached.
- Name + size of product + serial number (if available on product)
- Pictures from multiple angles showing the damage
- Short, detailed damage description (what / how)
Please make sure that the mail does not exceed 10 MB in size.
As soon as we receive your warranty request, we will process and check it. We will then contact you and discuss the further procedure. It may be necessary to return the affected product to us. Within the warranty, the customer must pay the packaging and transport costs to and from the place of performance of the warranty. They are therefore not covered by the warranty.
In most cases the defective item remains with you for repair or disposal. We usually avoid retrieval as this is costly and inconvenient for both parties (especially with international shipping / non EU countries). In the case of boards, we can pay for the repair on site or provide repair material. If we recognize the case, we exchange the products or credit the value of the goods – partially or entirely, depending on a case by case decision.
The guarantor is The Gun Sails von Osterhausen GmbH, Johannstraße 45, DE-66131 Saarbrücken, here called KANOA Surfboards. The customer’s legal warranty rights against KANOA Surfboards are not affected by this warranty and exist independently.
Please understand that transport damages are not warranty cases as we are not responsible for the logistics service providers.
With our packing concept we are making the best possible effort to ensure our products, especially all our boards, are delivered 100% unharmed, but there is no guarantee. So please note the following:
Acceptance of deliveries
Please ensure that your staff member accepting the delivery via our delivery partners or freight forwards checks all arriving packages. If there is any external damage to the delivery clearly visible please have this noted on the receipt. This way we are able to claim damages with the delivery services.
Issues after delivery
Transport damages can be solved via a credit note, if a claim is substantiated (see warranty claim process above).
The amount of the credit note is negotiable depending on the scope of the damaged goods. If you can still repair, use or resell a damaged product, the discounted amount usually represents the costs to repair or the lower retail price.