Returns & Refunds Policy

Last updated: 22 August 2026

We want you to be happy with your purchase from Board-Worx. This policy explains how returns, cancellations and refunds work. Nothing in this policy limits or affects your statutory rights under UK consumer law.

1. Changing your mind on an online purchase

If you are a consumer buying from us online, you will normally have the right to cancel your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period normally ends 14 days after the day on which you, or someone nominated by you, receives the goods.

If your order contains several goods delivered separately, the cancellation period normally runs from the day you receive the final item.

To cancel, you must tell us clearly that you wish to cancel before the cancellation period expires. You can do this by emailing: info@board-worx.com.

2. Returning goods after cancellation

After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after notifying us.

Unless the goods are faulty, incorrect or otherwise supplied in breach of contract, you are responsible for the direct cost of returning them to us.

You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you would be able to do in a shop.

We may reduce your refund to reflect any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Where possible, please return goods with their original packaging, labels, accessories and documentation. This helps us process your return and may help avoid unnecessary loss in value. Your statutory cancellation rights are not automatically lost simply because packaging has been opened, unless a specific legal exception applies.

3. Refunds for cancelled online orders

Where you validly exercise your statutory cancellation right, we will refund the payments due to you without undue delay and no later than 14 days after:

• the day we receive the goods back; or
• if earlier, the day you provide evidence that you have sent the goods back.

Where applicable, your refund will include:

• the price paid for the goods; and
• the cost of our least expensive standard delivery service.

If you chose a more expensive delivery option, such as express or enhanced delivery, we are not required to refund the additional cost above our standard delivery charge.

Refunds will normally be made using the same payment method you used for the original purchase, unless you expressly agree otherwise.

4. Exceptions to the 14-day cancellation right

The statutory right to cancel does not apply to certain goods and contracts where the law provides an exception. Examples may include:

• goods made to your specifications or clearly personalised;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal requirements for that exception are met; and
• other goods or contracts specifically excluded from the statutory cancellation right.

Where an exception applies to a particular product, we will make this clear where reasonably possible before you order.

5. Incorrect, missing or damaged items

If we send you the wrong item, your order is incomplete, or your goods arrive damaged, please contact us as soon as reasonably possible at info@board-worx.com.

Where the problem is our responsibility, we will put it right in accordance with your legal rights. This may include arranging or reimbursing reasonable return costs, supplying the correct goods, replacing damaged goods or providing a refund.

6. Faulty goods

Goods supplied by us must be of satisfactory quality, fit for any purpose made known to us where the law requires, and match their description.

If you believe an item is faulty, please contact us and provide proof of purchase, such as your receipt or order confirmation.

We may need to inspect or test the item to establish the nature and cause of the problem.

Your statutory rights are not dependent on a manufacturer's warranty or guarantee still being valid. A manufacturer's warranty or guarantee may provide additional rights, but it does not replace your rights against us as the retailer.

Under the Consumer Rights Act 2015, depending on the circumstances, your remedies may include:

• a short-term right to reject qualifying faulty goods and receive a refund, normally within the first 30 days;
• a repair or replacement;
• a price reduction; or
• a final right to reject the goods and receive a refund where the legal conditions are met.

The appropriate remedy will depend on factors including when the fault arose, the nature of the fault, whether repair or replacement is possible, and whether a previous repair or replacement has resolved the problem.

Where the law requires us to bear the reasonable cost of returning faulty goods, or costs associated with a repair or replacement, we will do so.

We may offer store credit as an alternative if you agree to accept it, but store credit will not replace any statutory right you have to a monetary refund.

7. Used, ex-demo and second-hand goods

Used, ex-demo and second-hand items are sold in the condition described on the relevant product page. Reasonable cosmetic marks, wear or signs of use that have been accurately disclosed form part of that description.

Your statutory rights still apply. In particular, used goods must match their description and meet the standards required by consumer law, taking into account relevant factors such as their age, price and disclosed condition.

If you buy a used, ex-demo or second-hand item online as a consumer, the normal 14-day cancellation right will also apply unless a legal exception applies.

8. Large and collection-only items

Some large products, including certain boards and kayaks, may be collection-only from our Whitstable store, as stated on the relevant product page.

If you need to return a large or collection-only item, please contact us first so that we can agree the most practical return arrangements.

9. How to make a return

Please email info@board-worx.com with your order number and details of the return.

Returns should be sent to:

Board-Worx
Beach Walk
Whitstable
Kent
CT5 2BP
United Kingdom

We recommend using an appropriate tracked and insured return service for valuable items.

10. Contact details

Board-Worx is a trading name of Whitstable Windsurfing Limited, company number 05103154.

Registered office:
2nd Floor, Maritime Place Quayside,
Chatham Maritime,
Chatham,
Kent,
ME4 4QZ.

Store and correspondence address:
Board-Worx,
Beach Walk,
Whitstable,
Kent,
CT5 2BP.

Email: info@board-worx.com
Phone: +44 1227 276566
VAT number: GB 837 877 369

Nothing in this policy excludes or restricts your statutory rights.