Returns and warranty

1. The 60-day trial

You have 60 days from delivery to decide. Not 60 days to look at the product in its bag: 60 days to take it out, inflate it and try it on the water. If it is not for you, send it back and we refund you.

That holds even if the product has been used. A trial that does not allow trying is worth nothing.

2. How a return works

Write to us before sending anything back: we tell you where to ship it and we open the file. A parcel that arrives unannounced slows everyone down.

Then three things, said up front rather than on the way back:

• Return shipping is on you. That is what lets us offer the trial on bulky items instead of limiting it to small ones.
• A used product comes back with a 20% restocking fee. It can no longer be sold as new, and we will not sell it as new.
• We inspect the product when it arrives. If it comes back intact, the refund goes out with no further discussion. If it is damaged, we write to you with photos and the cost of putting it right before holding anything back.

The refund goes back to the payment method used at purchase, once the inspection is done.

3. The warranty

Inflatable products, boards and docks alike, carry a 2-year warranty. It covers the first buyer and does not transfer with the product. Each product page states the term that applies to it: that one governs if it differs from this page.

What it covers

• Leaks at the seams
• Leaks at the valves
• A manufacturing defect that shows up under normal use

What it does not cover

• Impacts, snags and rough handling
• Long storage while inflated, in full sun or under snow
• Normal wear on surfaces and accessories
• A product modified or repaired anywhere but here
• Commercial or rental use
• Damage during shipping the buyer arranged

An inflatable left under pressure in full sun all summer ages quickly, and it does not show from the outside. Let some air out when it stays in place through several hot days: it is the one bit of care that genuinely changes how long it lasts.

4. Making a claim

Send us:

• Proof of purchase
• A written description of the defect
• Clear photos of the problem and of the whole product
• The serial number, if there is one

Every claim is looked at by someone on the team, not by a form. Depending on the defect, we repair or replace the product. Once the 60-day trial is over, the warranty does not entitle you to a refund.

5. Reaching us

For a return as for a claim, go through our contact page. You can also come to the Gatineau store: for a defect, seeing the product in person often settles the question faster than trading photos.

These terms are in addition to the legal warranties provided by Quebec’s Consumer Protection Act, and do not replace them. Zone H2O remains bound by what the law provides, even beyond the terms stated here.