At Roxy Store, we want every kiteboarding session to be perfect – and that includes your shopping experience. If your gear isn’t quite right, our flexible returns policy has you covered like a trusty wetsuit.

Our Return Promise

We accept returns within 15 days of delivery for most items, giving you time to test your gear (on land only please!). Your satisfaction is as important to us as catching the perfect wind.

Important Note:

For safety and hygiene reasons, we cannot accept returns on:

  • HitchSafe safety systems (once opened)
  • Men’s Wetsuits (unless defective)
  • Ponchos and Changing Towels
  • Tools from our workshop section
  • Customized items from our Build A Bar Workshop

How to Return Your Gear

Follow these steps smoother than a downwinder:

  1. Initiate Your Return within 15 days of delivery by emailing [email protected] with:
    • Your order number
    • Item(s) you wish to return
    • Reason for return
    • Whether you want an exchange or refund
  2. Wait for Approval – Our rider crew will respond within 2 business days with return instructions.
  3. Pack Securely – Use original packaging if possible. Include all original tags and accessories.
  4. Ship Back – Send to our Sacramento HQ using a trackable service. You’re responsible for return shipping unless the item is defective.
  5. Get Processed – Once received, we’ll inspect within 3 business days and process your refund or exchange.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request – Order #[Your Order Number] Hi Roxy Crew, I’d like to return/exchange (circle one) the following item from order #[Your Order Number]: Product Name: [e.g., 2023 Slingshot Foil Board] Reason: [e.g., Wrong size/Defective/Changed mind] Please advise next steps. Ride on, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

After we receive and inspect your return:

  • Timing: Refunds process within 5 business days after approval
  • Method: Funds return to your original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless return is due to our error

Exchange Policy

Want to swap for different kiteboarding gear? Here’s the deal:

  • Exchanges are subject to product availability
  • We’ll cover one-way shipping for defective items
  • Price differences will be charged/refunded as needed

Damaged or Defective Items

If your gear arrives damaged or doesn’t perform like it should in normal conditions:

  • Contact us immediately at [email protected]
  • Include photos/video of the issue
  • We’ll arrange a prepaid return label if needed

Pro Rider Tip: Before returning kiteboarding boards or foil equipment, please ensure you’ve given them a proper land-based inspection. Some “issues” may actually be features designed for performance!

International Returns

For riders outside the U.S.:

  • Return shipping is at your expense
  • Customs fees are non-refundable
  • Ensure you mark the package as “Returned Goods” to avoid additional charges

Questions? Our rider support crew is ready to help at [email protected] or +1 (916) 555-KITE.

Now get back to chasing the wind – we’ll handle the returns!