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RETURN POLICY

We at Mistral always aim to exceed your highest expectations in terms of both product quality and customer service. We don’t erect common barriers to your returning an item with punitive “restocking fees”. We don’t have any of those. What we offer is a solution for you if you are unsatisfied and we back all of our products, with a 30-day money-back guarantee. 

If you are not satisfied beyond your expectations with your purchase you may return it in its unused or original condition within 30 days of the delivery. Returned items that are worn, used or have been on the water will not be accepted. Shipping charges are non-refundable, except in the event that Mistral has shipped the wrong items. 

Return cost
You are responsible for the charges for the return shipping. 

How to return
1. Email your return request to [email protected] with to following information:

  • Your name
  • Order number
  • Article number of product(s) you wish to return
  • Reason for return
  • Please attached photos if the product is damaged

2. Send the item(s) to:

Het Fulfilment Bedrijf BV i.o.v. Mistral
Hendrik Figeeweg 3A-1, Hal 5
2031 BJ Haarlem
The Netherlands


3. Once your returned item is received, inspected and approved, your refund will be processed, and a credit automatically applied to the original method of payment within 15 working days. 

Damaged or wrong-received item
​If you have received a wrong or damaged item, please email us at [email protected] with images of the wrong item or damage so we can determine the next action. Please let us know within 48 hours of receiving the item(s). Faulty items do not include those already worn, used or touched the water.

Special Note on EPS/Epoxy Hard boards during delivery
If your hard SUP-, SURF- or WINDSURF board is damaged during delivery, you have two options:

  • Option 1: Accept delivery, and we'll compensate you - If you feel the damage is something you can live with or repair, please accept the delivery, keep the board boxes and bubble wrap packaging and contact us. We will try to determine a refund to compensate you fairly for the damage. We aim to make you 100% satisfied, but if we can't reach a reasonable agreement, we will retrieve the board and send you a replacement.
  • Option 2: Refuse shipment - If you don't feel compensation will do the trick, refuse the shipment (write "refused due to damage" on the shipping receipt) and notify us. We'll get a replacement board out right away.

Damage rarely happens to our boards, but understand that we are here to take care of it if it does. Our policy is to be open and honest with you and not make you jump through many hoops to get a satisfactory remedy.