Warranty & Policies

Our Warranty & Guarantee

We are happy to back our product with a 1 year warranty and a 30 day money back guarantee. This warrants our products to be free from major manufacturer defects to the original purchaser for a period of 1 year from the purchase date and our 30 day money back guarantee gives you a full refund, minus shipping, on any of our Solace brand products in the event you are not happy with what you received. We do use natural materials and our customers should be aware that these materials can vary in color, tone and have different grain patterns that is not considered a defect. Paint color can vary depending on light and angle but Solace does try to provide multiple pictures of our products and description to give a good understanding of what you will receive.


Please review the following details on our warranty below:

• If a product is deemed to be defective by Solace SUP, the warranty covers the repair or replacement of the defective product during the 1 year timeframe from original purchase date to that owner. If the same model product is not available, we will replace with a similar model product at no cost to you. Any repair location has to be authorized by Solace SUP before any repairs are made to be covered under this warranty.

• Money back guarantee returns should be in new condition and with original packaging and any tags so that it can be restocked with in the 30 day time period. All shipping cost and a 5% restocking fee will be the customer's responsibility. Shipping costs are non-refundable.

• Solace SUP will not be responsible for any costs, losses or damages incurred as a result of use of this product. (For example: dropping your cell phone in water.)

• Solace SUP will make the final warranty decision on any product in person or by pictures.

• Returns to Solace SUP will only be accepted if a return authorization number is given in advance by our customer service department.

• The warranty does not cover damage from impact, punctures, excessive heat, sun exposure and normal wear and tear. (Please see our care & maintenance question in our FAQ section)

• The original receipt of purchase is required for warranty claims.

Cancellation Policy

Any orders cancelled before the product has been shipped will be refunded in full by the same method of payment received. If an ordered has been fulfilled and or shipped, customer is responsible for all shipping and handling cost incurred by Solace SUP Boards from the shipping carriers. Shipping costs are non-refundable.

SHIIPPING PROCEDURE & DAMAGE CLAIMS

We do recycle boxes and packing material as often as we can, so you might see some mix-matched packaging, but everything is professionally packed. All paddle boards will be wrapped carefully with padded material and re-enforced at the nose,tail and rails of the board with foam and customized cardboard, shaped to wrap around these critical areas. Then the board will be double boxed and freighted to your door step. A tracking number will be emailed to you once your paddle board has been picked up and is in route to your location. Our freight carriers will call ahead of time to give you an idea of when to expect your board. We recommend that you be there to meet the driver and inspect your SUP board.

Once orders are received, they will be filled within 48 hours. Solace boards will be delivered in 3 to 10 business days depending on your location and freight availability in your area.

We do use reliable freight services to get your package to you safely and take the time to properly pack all of our products. However, sometimes damage can happen while in route to a location. It's important that you be there to inspect your equipment when the driver delivers so you can check for any damages and record the details on the delivery receipt while the driver is there so we have recourse proof to file a claim with the delivery company. They are paid to hang out while a customer inspects their package. Unfortunately, no claim can be made if documentation is not recorded on your delivery receipt when receiving your package. 

If you inspect your package and are ok with the damaged area or with having it repaired, then accept delivery, notify the driver of the damage by writing on the receiving receipt, save all packaging and we will compensate you for the damage. Just contact us within 48 hours and provide pictures of the damaged area. Our customer service will contact you within 24 hours to work out a fair compensation to have your product professionally fix. Please note that if there is no record of the damage when receiving your product and Solace was not notified within the stated timeframe; No compensation will be made.

Damaged product does not happen often but if it does, we will be here with you to make the situation right. You're family after all!

Privacy Statement

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at rich@solacesupboards.com or mailing us at:
Solace SUP Boards
7186 Parsonsburg Rd. Parsonsburg Maryland US 21849

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Google analytics:
Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where


SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at rich@solacesupboards.com or by mail at

Solace SUP Boards
[Re: Privacy Compliance Officer]
7186 Parsonsburg Rd. Parsonsburg Maryland US 21849