Our Commitment to Your Satisfaction
Hey fellow kiteboarders! At Kiteboarding Gear Store, we understand that having the right gear is as crucial as catching the perfect wind. We stand behind our equipment with the same confidence we have in our riding skills. If your gear doesn’t meet your expectations, we’re here to make it right.
Return & Exchange Timeframe
We offer a 15-day return window from the date you receive your order. This gives you plenty of time to inspect your gear and ensure it’s exactly what you need for your next session.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, your item must meet the following conditions:
- Item must be in original, unused condition with all tags attached
- Original packaging must be intact and included
- All accessories and documentation must be present
- Proof of purchase (order number) is required
🚫 Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- Demo and Used Gear (sold as-is with condition clearly described)
- Closeout Gear (final sale items)
- Build A Bar Workshop custom orders
- Opened Booties and Gloves (hygiene reasons)
- Fly Line Sets that have been removed from packaging
- Any item that shows signs of use or damage
Step-by-Step Return Process
Step 1: Submit Your Return Request
Contact our rider-support team within 15 days of receiving your order. Use the template below to ensure we have all the information needed to process your request quickly.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Hello Kiteboarding Gear Store Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
• Order Number: [Your Order Number] • Order Date: [Date of Purchase] • Item(s) to Return: [Product Name(s) and SKU if available] • Reason for Return: [Please provide details]
[For exchanges only] I would like to exchange for: [Product Name and Size/Color if applicable]
Please provide instructions for returning the item(s).
Thank you,
[Your Full Name] [Your Phone Number]
Step 2: Wait for Authorization
Our team will review your request within 24-48 hours and email you a Return Authorization Number and shipping instructions. Do not ship items without this authorization.
Step 3: Package and Ship Your Return
Carefully package the item in its original packaging with all accessories. Include your Return Authorization Number clearly visible on the outside of the package. Ship to:
Kiteboarding Gear Store Returns
421 1/2 6th Street Southeast
Washington, US 20003
Step 4: Processing Your Return
Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.
Refund Information
Refund Timeline
- Credit Card Payments: 5-10 business days after we process your return
- PayPal Payments: 3-5 business days after we process your return
What’s Refunded
- Full cost of returned items
- Original shipping costs for defective or incorrect items
What’s Not Refunded
- Return shipping costs (unless due to our error)
- Original shipping costs on non-defective returns
Exchange Process
Exchanges follow the same process as returns. Once we receive your returned item, we’ll ship your replacement product. Exchange shipping is free for size exchanges or replacements for defective items.
⚠️ Important Notes
- We recommend using a trackable shipping service for returns
- We are not responsible for return items lost in transit
- Return shipping costs are the customer’s responsibility unless the return is due to our error
- Custom or special order items may have different return policies
Need Help With Your Return?
Our rider-support team understands gear because we use it too. We’re here to help you get exactly what you need for your next adventure on the water.
Email: [email protected]
Address: 421 1/2 6th Street Southeast, Washington, US 20003
We typically respond within 24 hours during business days.
Ride safe, and know that we’ve got your back – both on the water and with your gear purchases.
– The Kiteboarding Gear Store Team