Terra Nova — Paddleboard Returns & Refunds Policy
This policy applies to UK consumer purchases of paddleboards, including stand-up paddleboards (SUPs) and accessories supplied as part of a paddleboard package.
Changing your mind
You can cancel before delivery or within 14 days, starting the day after you receive your order. If your order arrives in separate deliveries, this period starts after the final item arrives. You do not need to give a reason.
Notify us by emailing sales@terra-nova.rocks or writing to our address below. Please include your name and order number, if available.
Unless we have offered to collect the goods, send them back within 14 days of notifying us.
Arranging your return
Please contact us promptly for suitable return or collection arrangements, particularly for boards requiring specialist transport. Contacting us for instructions does not make your cancellation subject to approval.
Our contact and returns address is: Terra Nova Returns: Unit 44, Horsemills Road, Chudleigh, Devon, TQ13 0GS
Condition and packaging
You may unpack and reasonably inspect your paddleboard as you would in a shop. Opening the packaging does not automatically prevent a return.
Please return all supplied accessories and package everything securely, using the original packaging where possible or suitable protective packaging. For inflatable boards, follow the manufacturer’s instructions when deflating and repacking.
We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods. For example, use on the water, scratches or other damage may reduce the board’s value. Any deduction will reflect the actual loss in value, rather than a fixed restocking fee.
These handling provisions do not restrict your rights concerning faulty goods.
Return and collection costs
For change-of-mind returns, you are responsible for the direct return costs where we informed you of this before purchase.
For boards that cannot normally be returned by post, we will provide the specialist return or collection cost—or a reasonable maximum estimate—before you order. Where we have not provided the legally required return-cost information, we will bear those costs.
We will cover reasonable return or collection costs where goods are faulty, damaged on arrival, incorrect or not as described.
Refunds for cancellations
Refunds will be made to your original payment method without unnecessary delay.
If you send the goods back, we will refund you within 14 days of receiving them or receiving evidence that you have sent them back, whichever happens first.
If we have offered to collect the goods, we will refund you within 14 days of being informed of your cancellation.
When you cancel your entire order, we will also refund the standard outbound delivery charge. Any additional amount paid for an upgraded delivery service is not refundable for a change-of-mind cancellation.
We do not charge cancellation or restocking fees.
Faulty, damaged or incorrect paddleboards
Email sales@terra-nova.rocks with your order details and a description of the issue. Photographs can help us assess the problem. Stop using the board if you believe it may be unsafe.
If goods are faulty or not as described when supplied, you normally have a 30-day right to reject them for a full refund. After that, you may be entitled to a repair or replacement, and in certain circumstances a price reduction or refund.
Your statutory rights continue beyond the change-of-mind period and are additional to any manufacturer’s warranty.
Your rights
Sale items have the same statutory rights as full-price purchases. Nothing in this policy limits your statutory consumer rights.
