Refund policy
Return & Refund Policy
We accept returns within 30 days of delivery. You have 30 days after receiving your product to decide whether you'd like to return it. Fees and eligibility depend on the condition of the item when returned.
Return Fees (Applied to All Returns)
- Return shipping: paid by the buyer, with a $20 return shipping setup cost deducted from your refund
- Restocking fee: based on the condition of the item (see below) — no restocking fee on unopened items
- Incorrect or oversized return box: if you return the item in a box other than the original, any carrier rate difference or label adjustment charged to us will be deducted from your refund
- Original shipping charges: non-refundable in all cases
Item Condition & Restocking Fee
Unopened — item is in its original, sealed packaging, never opened: no restocking fee.
Opened / lightly used — item has been opened, inflated, or lightly tested but is still resellable: 5% restocking fee.
Used — item shows clear signs of use but remains resellable: 10% restocking fee.
Heavily used — item shows significant wear; restocking fee scales higher with the degree of use, assessed at our discretion upon inspection.
Excessively used or unsellable — item is punctured, stained, faded, water-damaged, or otherwise worn beyond resale, and is being returned due to a change of mind or no longer being wanted: return may be denied and no refund issued.
The applicable restocking fee is determined at our sole discretion upon inspection of the returned product.
General Return Eligibility
To be eligible for a return, items must be returned within 30 days of delivery using the original box your order arrived in. If you use a different or larger box and the carrier charges us an adjusted shipping rate or label-adjustment fee, that difference will be deducted from your refund. All parts — including the pump, repair kit, storage bag, and any manuals or inserts — must be included.
Items that have been excessively used, used on the water without a verified manufacturing defect, or returned without original packaging may not be eligible for a return.
If you're experiencing an issue with setup, inflation, or use, please contact us before starting a return — in many cases we can resolve the issue quickly.
How to Start a Return
To start a return, email us at contact@buoyanthelm.com with your order number and the reason for your return. We'll review your request and, once approved, send you return instructions and the return address.
Please do not ship your return until it has been approved — returns sent without prior authorization may be refused. You must use the original box your order arrived in.
Exchanges
Exchanges are free. To request an exchange, email us at contact@buoyanthelm.com. Items that have been exchanged are final sale and are not eligible for a return or further exchange.
Damages, Defects, or Incorrect Items
If your item arrives damaged, defective, or you received the wrong item, contact us at contact@buoyanthelm.com within 7 days of delivery. Include your order number and clear photos of the product and packaging. We'll cover return shipping and provide a replacement or full refund.
Non-Returnable Items
The following items cannot be returned: gift cards, final sale items, custom or personalized items, floating bars that are damaged or worn beyond resale, items missing the pump, repair kit, or storage bag, and items that have previously been exchanged.
Refunds
Once we receive and inspect your return, we'll notify you whether your refund is approved. Approved refunds are issued to your original payment method. Please allow up to 10 business days for your bank or card issuer to post the refund.
Refunds exclude the original shipping charge, the $20 return shipping setup cost, the applicable restocking fee, and any carrier surcharge or label adjustment for using an incorrect return box.
European Union — 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason. Items must be returned unused and in their original packaging. Customers are responsible for return shipping costs unless otherwise required by law.
Questions? Contact us at contact@buoyanthelm.com
