Warranty
Let's face it, we all play hard. And the toys we play on are bound to take some use and maybe some hard slams.
All our brands and manufacturers understand this and provide a warranty against defects and workmanship. Each new product sold by BuyWake.co.uk is covered by the individual manufacturer's warranty. (Please check the manufacturer's website for information regarding their specific warranty policy.) The manufacturer will make all warranty decisions.
All return shipping costs are the responsibility of the buyer. Used and demo products are sold "as seen" and do not carry a warranty by BuyWake.co.uk. If the warranty is not specified on the product purchased or on the manufacturer's website, please contact us on sales@buywake.co.uk
With obstacle and slider usage becoming more and more common it is important to know a few things that are never covered by your warranty :
- Improper Care, should the board fall off the board rack this is not a fault in the product etc.
- Tears in vests or wetsuits from falls or pulling too hard when entering are classed as user damage.
- Obstacle damage, hitting ANY obstacle voids ALL wakeboard warranties, this includes anything from official wake park rails to handmade items. If the wakeboard is used on anything other than water, the warranty is void. This is a brand level policy and outside of our control.
- Normal wear, over time boards will become scratched, faded and chipped by their very usage, boot laces will start to wear, wetsuit seams will degrade overtime etc this is all normal. You would not expect your trainers to be pristine after running a marathon.
- Any parts or hardware lost is not a warranty claim, please check your box carefully on delivery.
- In general 95% of claims we receive are genuine product issues and easily solved, the purpose of this list is to highlight common questions before purchase. If something is genuinely not as it should be, rest assured we have your back!
Email sales@buywake.co.uk or call us direct +44 (0)1202 237306
Warranty Claim Process
1
Step 1. Determine whether the damage should be covered by warranty.
See the list of examples above, and contact us by email or phone to discuss your issue. We will always do our best to get you back on the water quickly.
2
Step 2. Email photos, and a copy of your receipt over to us
As long as the receipt shows the purchase was within the manufacturers warranty period, and there is nothing to void your cover, you should be all good.
3
Step 3. Arrange the return
The initial cost of the return is for the customer to cover, however please ensure these costs are discussed with BuyWake.co.uk staff as should the warranty be accepted these costs may be covered up to a reasonable amount. If a return is sent without prior discussion on returns costs with BuyWake.co.uk staff there will be no covering of these costs. In an increasing amount of cases we now ask for proof of destructions rather than return to take a greener and more cost effective approach where the manufacturer allows us to.
Repair: A Sustainable Solution
When it comes to warranty claim issues, Repair is often a greener and effective solution, especially for small issues. It not only saves resources but also gets you back up and running quickly. Our skilled repair partners such as Bodyline Wetsuits are the best in the business.
Don't worry, if for any reason a repair fails, this is super rare, but in most cases consumer law dictates that we move to a replacement or refund solution instead.
We will try to be green, but at the end of the day keeping the customer happy with a fair and generous solution is our priority.