Warranty

The BWS Warranty:

We have a simple two phase policy which we believe is fair for both you as the customer and us as the manufacturer.

It consists of our "Out Of The Box" policy and our "Fair Deal Policy".

Out of the box warranty:

We guarantee what we sell is free from defects in materials and workmanship.

Kites: This means that the material has no flaws and the stitching is all sound.

Boards: This means that the board is well constructed and free from defects.

All of our products are checked for quality before they get packed and sent. Kites are all inflated, photographed and recorded to ensure we have made/built/constructed a defect free product. If you are not satisfied with it when you unpack it, then just contact us and we’ll take action.

Fair deal warranty:

We all use and treat our gear differently. Therefore we will apply our fair deal warranty, which means if you use your gear every day and are hard on your gear then we will warranty your equipment for a shorter time.

If you only kite once a month then we will warranty your gear for a longer period up to a maximum of 12 months from date of purchase.
We will assess each kite or board on a case-by-case situation and if we think it’s a fair deal to replace or repair the item then we will do it.

The fair deal warranty applies on the behalf of the customer as well. That means there are some situations that we believe aren’t a fair deal to request a warranty claim.
Here is a list of some situations not covered under the fair deal warranty.

Normal wear and tear is not covered: All gear does wear with use so if you kite a lot and your gear wears out then we consider that normal wear. Lines and depower ropes do wear with time and need to be maintained and replaced.

If you damage your kite as a result of a line breaking then that is not a warranty issue.

Abuse and accidents: If you crash your kite into a tree, or some rocks or just slam it hard into the beach then we would class that as an accident or abuse.

Surf: Whilst we build the strongest and lightest kite we can, we will not cover your kite if it is damaged by wave action. It is impossible to build a kite that is bombproof from the tremendous forces that waves can produce.

Environmental damage: If you leave your kite in the heat or sun and it fades, discolours or pops a bladder due to excessive heat then this is excluded. Likewise, if you leave your board in the sun or locked in a hot car and it delaminates, then this would be excluded as well.

Modifications: If you modify your kite or board from its original state then we won’t cover it, eg attaching a camera to the kite or board which leads to damage or wear. If you repair your kite and it fails again on that repair then this is not covered.

Boards: We build our boards to last as long as possible and also to be light and functional but they are not indestructible. Our boards are designed to surf on not boost massive airs. We don’t guarantee the boards from breakages due to massive jumps or waves breaking them. You also aren’t covered if you hit a reef, sandbank or beach and snap fins or rip out fin boxes. Boards should not be left in direct sunlight for extended periods or left in lock cars on hot days as excessive heat can cause delamination or discoloration and will not be covered under warranty.

The above list is not exhaustive of what we think is a Fair Deal. If you think you have a legitimate request then let us know and we’ll assess it. Remember we are kiters and have seen most cases of product failure.

Warranties are only valid to the original purchaser. We will have all your details on our database from your order so there is no need to register your product.

Warranty Claims:

If you think you have a warranty claim then email us. We will forward you a simple assessment process, which will involve you taking a few photos of your item and providing us with some info.

Damages during shipping:

BWS does everything possible to ensure the safe delivery of your new gear. It is unlikely that your items will be damaged during shipping, but it can happen from time to time.

However, in the unlikely instance of damage occurring during shipping, it is the customer’s responsibility to notify the shipper and us immediately. If you notice any visual damage to a box when you receive it, we recommend inspecting the contents immediately to ensure they have arrived undamaged and that no items are missing. You should ask the driver to document that the box arrived damaged. Often the shipper will want to inspect the box and packaging materials, so be sure to retain everything until instructed otherwise by the shipper. You will need to take photos of the damaged packaging as well as damage to the item.

If the damaged item is found after the driver has left your premises, contact the shipper at once by calling their local office.

For any questions, please don't hesitate to e-mail us: warranty@benwilsonsurf.com