At Hyperlite Store, we stand behind the quality of our water sports gear. If you’re not completely satisfied with your purchase of kayaks, paddles, or accessories, we offer a straightforward returns and exchanges process to ensure you get the equipment that meets your needs.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for return:

  • Items must be unused and in their original condition
  • Original packaging must be intact
  • Proof of purchase is required

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged:

  • HydroSkin apparel (due to personal wear considerations)
  • Inflatable products (kayaks and SUPs) that have been unpacked or used
  • Any items marked as “final sale”

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email our customer service at [email protected] within 15 days of receiving your order. Use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Hyperlite Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Item(s) to return/exchange: [Product Name(s) and Quantity]
Reason for return/exchange: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product if applicable)]
Shipping address: [Your Full Address]

Please confirm next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Wait for Approval

Our team will respond within 2 business days with:

  • Return authorization (if approved)
  • Instructions for returning your item(s)
  • A prepaid return label (for defective items only)

Step 3: Ship Your Return

For standard returns (non-defective items):

  • Pack items securely in original packaging
  • Include all original tags and accessories
  • Ship to: Hyperlite Store Returns, 3527 Copperhead Road, Hartford, US 06103
  • We recommend using a trackable shipping service

Refund Process

Once we receive and inspect your return:

  • Refund method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we receive your return
  • Bank processing: Additional 3-10 business days depending on your financial institution

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Standard shipping rates apply unless the exchange is due to our error
  • You’ll receive tracking information for your new shipment

Important Notes

  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • We cannot process returns without prior authorization
  • Damaged or defective items must be reported within 7 days of delivery
  • International returns may be subject to customs fees which are non-refundable

Need Help?

Our customer service team is here to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll be happy to help you with your water sports gear needs.

Happy paddling!
The Hyperlite Store Team