Standard 1-year Warranty Services

“Hydroboards” LLC offers an industry-leading 1-year warranty for its products. The warranty period begins on the date you receive the product. If you are unable to provide a receipt or other valid proof of purchase, the warranty period will begin on the date the product is shipped, unless otherwise provided by Hydroboards LLC. Standard 1-year service warranty.

Standard Warranty Repair Service

Warranty and after-sales service should be obtained by contacting the dealer or distributor from whom the customer purchased the product. Proof of purchase and product serial number must be provided when requesting service. Return of defective product must be strictly via the original purchase route, and customers must pack the product appropriately to prevent damage to the returned product during transportation. There are no user-serviceable parts inside the product. Do not allow unauthorized service centers or personnel to repair or modify the product. If the original channel is no longer working or unavailable, the customer can contact the official website of “Hydroboards” LLC by email [email protected] for after-sales service.

Limited Warranty

“Hydroboards” LLC warrants its products to be free from defects in material and workmanship. Under normal use and service, each piece of equipment in the product will be free from physical defects in material and workmanship for the warranty period, or the product will be repaired or replaced exclusively by “Hydroboards” LLC.
“Hydroboards” LLC provides a limited warranty on its products only to the person or organization that originally purchased the products from “Hydroboards” LLC or its authorized distributor or personnel. “Hydroboards” LLC will not be liable for any unauthorized modification of the original products or any damage caused by such modification.
If the product fails to perform as warranted within the applicable warranty period, “Hydroboards” LLC will, at its option and expense, repair the defective product or part, or provide the customer with an equivalent product or part to replace the defective one. The replaced product becomes your property, and the replaced product becomes the property of “Hydroboards” LLC. Only unmodified products and parts are subject to replacement. Replacement products or parts may not be new, but they will be in good working order and at least functionally equivalent to the product or part they replace. The replacement product or part will be covered for the remainder of the original product’s warranty. Standard warranty service covers the control box, remote control and smart battery only. Other related accessories such as mast and power unit, wing, board, charger are covered by a 1-year warranty.

Warranty does not apply, if

  • The warranty period is expired
  • The serial number label is missing or unrecognizable
  • The product is damaged due to improper installation, improper use or operation that does not comply with the official instructions or manuals
  • The product has been modified or repaired by any unauthorized service center or personnel
  • The product has not been modified or repaired in any unauthorized manner in accordance with the official instructions or manual
  • The defect was subject to abuse, improper use not conforming to product manual instructions
  • Damage caused due to crash, physical shock or fire caused by non-manufacturing factors of the product, including but not limited to user errors
  • Damage caused by unauthorized modification of the circuit and mismatch or misuse of the battery and charger
  • Damage caused by bad weather (such as strong wind, heavy rain, sand/dust storm, direct sunlight, etc.)
  • Damage caused by operation in unsafe or inappropriate environments (e.g. water depthless than 1.2 meters, water with many gavels, seaweed and wild animals, etc.)
  • Damage caused by operating the weight of the product greater than its maximum load weight (100kg)
  • Damage caused by forced operation when accessories are aging or damaged
  • Damage caused by reliability or compatibility problems when a product uses unauthorized non-original parts.
  • Damage caused by operating the unit with a low-charged or defective battery
  • The defect was subject to Force Majeure, such as acts of God, flood, lighting, earthquake, war, theft

Essential Information

  • After-sales policies may vary depending on the customer’s products, problematic parts, or country of purchase
  • You may return the defective products to “Hydroboards” LLC . “Hydroboards” LLC will check the returned products to determine the problem. If the problem meets the service conditions of this limited warranty policy, “Hydroboards” LLC center will bear the cost of maintenance or replacement. Customer is responsible for all shipping costs
  • If “Hydroboards” LLC determines that the issue in question is not covered by this Limited Warranty policy, you will have to apply for Customer Paid Repair Service. “Hydroboards” LLC will not start repair until you agree to the cost for repair quoted by “Hydroboards” LLC. If you disagree with the cost for repair, “Hydroboards” LLC may return the product(s) with you burdening the cost of return shipping
  • Customer is responsible for losses that due to providing wrong or invalid delivery address, or refusing to signing for the product
  • If you want to send the product back to “Hydroboards” LLC by international transport, you will need to get the consent of “Hydroboards” LLC and bear customs duties, taxes, customs clearance, and other costs incurred
  • If the product is extremely damaged due to non-manufacturing factors, including but not limited to, crash or physical impact, its performance may be severely aff ected and will be beyond repair. Is this case, “Hydroboards” LLC will not be able to provide repair service
  • Before sending your product for repair, please remove any customized decorations and items on it. “Hydroboards” LLC will not be responsible for any damage or loss that may occur to these customized decorations and items
  • “Hydroboards” LLC reserves the right to update this after-sales service policy. Check the official website for the latest version

Return to Factory Repair

All claims for hardware units that fail (under warranty) will be repaired or replaced at the sole discretion of “Hydroboards” LLC. All returned products or parts must have a valid “Hydroboards” LLC RMA number. This number is necessary to ensure proper tracking and handling of returned products or parts at the factory. Do not return any hardware until an RMA is issued. “Hydroboards” LLC reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. All RMA will reply the expected return time within 48 hours from receipt date.

Dead on Arrival (DOA)

For hardware that is considered Dead On Arrival (DOA) within the first 7 days from the shipment date of product from “Hydroboards” LLC manufacturing facilities, “Hydroboards” LLC will provide an expedited replacement of the aff ected field replaceable unit. A new unit will be made available for shipment from “Hydroboards” LLC manufacturing facility , defective part(s) or product(s) must be shipped back to “Hydroboards” LLC within ten (10) days after “Hydroboards” LLC replacement part(s) or product(s) is delivered, or customer will be invoiced the full purchase price of the replacement part(s) or product(s). Customers should allow for delaying of shipment due to transit and custom clearance time if international customs clearance is required. “Hydroboards” LLC Customer Services can assist the customer in facilitating the return of a defective DOA unit.

Advance Replacement

If Customer has requested Advance Replacement support, then “Hydroboards” LLC will provide replacement part(s) or product(s) to Customer in accordance with the Advance Replacement Service. The replacement unit will be shipped to the customer after the following three conditions have been fulfi lled:

  • The unit has been identified as a defective unit by a Customer Services engineer and the advanced replacement RMA number has been issued.
  • The original guarantee of the replacement unit has been provided by the customer.
  • The address information has been confirmed by the customer.

The replacement unit will be shipped using standard express or an equivalent level of service. The replacement unit will be an identical unit or an upgraded unit if an identical unit is not available. The replacement could be a brand new or a reconditioned unit according to “Hydroboards” LLC’s choice. The Advanced Replacement only covers only for the main products those defect already covered by the “Hydroboards” LLC warranty, all others accessories such as cables, adapters, etc. are not covered.

Customer / Reseller Responsibility

  • Customer must provide the necessary help to Customer Services engineer to determine whether the unit is failed or not
  • Customer must provide full details in the Advanced Replacement RMA request to minimize processing time, such as model name, defective unit serial number, shipping address, contact person, phone number, email address, defective unit problem description, working conditions, etc.
  • Customer must return the defective unit(s) within ten (10) business days following receipt of the replacement units.
  • Customer must ship the defective unit back to “Hydroboards” LLC in the packaging provided with the replacement unit. If the packaging is damaged during shipping, customer must provide their own proper packaging to ensure safe return shipment to “Hydroboards” LLC.
  • It is a customer’s responsibility to remove all old shipping waybills, air shipping labels etc. from the original packaging and affix a new shipping label and waybill on the outside of the box. Failure to do so will mean any extra shipping costs incurred or lost units will be charged to the customer’s account.

Customer Induced Damage (CID) Unit

If any defect in the product(s) or part(s) were caused by misuse, neglect, accident, abuse, improper repair, alteration or modifi cation by the Customer, or any act in violation of the original selling conditions of the product by manufacturer, the product is considered to be a Customer Induced Damage Unit (CID). Since the warranty has been voided by the Customer’s actions, the Advanced Replacement cannot be applied and the Customer’s account will be charged the MSRP (Manufacturer Suggested Retail Price) value of the replacement product shipped and the Customer’s original warranty will be reinstated.

Delayed Return

If the customer fails to return the unit within ten (10) business days after receiving the replacement units, “Hydroboards” LLC will charge the customer’s account up to the value of the unit’s MSRP. This charge is not refundable unless the customer can provide Proof of Delivery (POD) that indicates the customer did return the unit on time.

Courier Lost or Damaged

It is “Hydroboards” LLC’s responsibility to make a compensation claim to the courier if the replacement unit is damaged or lost by the courier and to ship another replacement to the customer. It is the customer’s responsibility to make a compensation claim to the courier if the returned unit is damaged or lost by courier. The full price of the unit will be charged to the customer’s account.

Please do not return any hardware back to “Hydroboards” LLC without a valid and authorized Return Material Authorization (RMA) number. When requesting an RMA, please provide the following information:

  • Product model number for the defective hardware
  • Product serial number for the defective hardware
  • Description of failure and troubleshooting performed to isolate cause
  • Working conditions
  • Customer ship-to address
  • Contact name
  • Contact phone, fax, and/or e-mail

What is Not Covered by My Warranty?

This policy does not cover the following:

  • Damage caused by unauthorized modifi cation or repair of the Product, including, but not limited to, modifi cation of its internal circuitry, components, or battery(ies);
  • Damage caused by misuse and/or improper use, or operation that is contrary to the guidance of the Product’s manual(s);
  • Damage caused by failure to properly maintain and care for the Product and its components in accordance with the Product’s manual(s);
  • Damage caused from the use of unauthorized or unauthenticated third-party parts, materials, or components;
  • Damage caused due to crash, physical impact, or fire resulting from non-manufacturing factors, including but not limited to, user error, use in unsafe locations, and/or use in unsafe conditions, such as inclement weather;
  • Damage caused by operating the Product in an environment suff ering from interference from other wireless devices or electromagnetic interference;
  • Damage or defects caused by collisions, abuse, misuse or accidental damage;
  • Damage or defects caused by transport, loading, unloading, dropping, out of water handling, or inappropriate storage including, but not limited to, damage or defects caused by exposure to temperatures over 40°C and under -10°C or due to direct sunlight;
  • Damage or defects caused by non-recreational use;
  • Damage or defects caused by usage of the Product after a warranty issue is made or reported, or a customer reasonably should have made or issued such a claim in the exercise of reasonable diligence;
  • Damage other than manufacturing defects in material or workmanship;
  • Damage caused by lightning, hail, rain, fl ooding, wind, sand, fl oods or other environmental or natural conditions or Acts of God; and/or
  • Damage caused by cleaning products not specifi cally approved in the product’s manual(s).