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. For returns within the Benelux and Germany, the return cost will be covered on all orders, except for products longer than 170 cm.
How to return
1. Email your return request to [email protected] with to following information:
- Your name
- Order number
- Article number of product
- Reason for return
2. Print the 'RETURN FORM' you will receive in the confirmation email from Mistral and include it with your package
3. Send the item to the address below
4. 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.
Send all returns to:
Bos Facilities Weert iov Mistral
Marconilaan 6
6003 DD Weert
The Netherlands
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.