RETURN POLICY
We at Mistral always aim to exceed your highest expectations of product quality, so we hope that you love your Mistral purchase(s). However, we understand that sometimes you may want to return an item and receive a refund. Please read the following conditions on how to make a return.
How to return an item?
1. Email your return request to [email protected] with the following information:
- Your name
- Order number: you have received this when you placed your original order
- List the item(s) you wish to return
- Elaborate on the reason for return
- Please attached photos if the product is damaged
2. Package items securely:
All our hardware and inflatable SUPs can only be returned in the original packaging. Apparel and Waterwear we kindly request to return it in the original packaging. If you no longer have the original outside packaging of the apparel or waterwear, you may return your order in any other packaging as long as all items are packed securely, and the parcel is properly sealed.
3. Send the item(s) to:
Het Fulfilment Bedrijf BV i.o.v. Mistral
Hendrik Figeeweg 3A-1, Hal 5
2031 BJ Haarlem
The Netherlands
Can I exchange an item?
Unfortunately we won't be able to exchange an item, so we kindly ask you to place a new order and we will take care of the returned items separately.
What will be the cost of my return?
You are responsible for the charges for the return shipping. The original shipping charges are non-refundable, except in the event that Mistral has shipped the wrong items. We cannot accept responsibility/reimburse for any items lost or damaged in (return) transit.
What happens next?
All returned items are inspected before a refund is processed. To receive a full refund, items must be in their original condition and returned to us within 30 days of delivery. We do not accept returns received outside of this 30-day window. Once your returned item is approved, your refund will be processed. We aim to process returns within 3 working days.
Original condition
- Clothing/Waterwear: Items should be unworn, unwashed and in their original packaging and/or with labelling intact and attached to the product.
- Equipment: Items should be unused and with the original packaging and/or labelling intact and attached to the product.
- Free Gifts: May not be returned for a refund.
Receiving your refund
Providing all returned items are still in their original condition, we will accept your return and refund you, subject to the rules outlined within this policy. Your refund will be issued via the original payment method. It may take up to 10 working days for your refund to appear depending on your bank or card issuer.
Refunds will include only the amount paid for the products and will not include any original shipping charges. Any duties, taxes or fees will need to be claimed from your local Customs Office.
If you took advantage of a promotion, including free gifts or promotional items (for example, buy X get Y free, or free X with Y) then these free items must also be returned. If you fail to return any gifted items, you will be charged the price of these items, deducted from the total of your refund.
Returning a faulty or incorrect item?
Please contact our Customer Support at [email protected].
Returning a damaged item?
Mistral accepts no liability for damage due to delivery. In order to prevent you from receiving damaged products due to delivery faults, please read our Shipping & Delivery page.