Refund Policy

Refund Policy

Effective Date: June 1, 2025

At iTAOSTAR, we take great pride in the quality of our inflatable stand-up paddle boards and accessories. Your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our Refund Policy carefully to understand your rights and our procedures.

1. Returns Eligibility

We accept returns under the following conditions:

  • The return request is submitted within 30 days of the delivery date.
  • The item is in its original, unused condition — not inflated, not used on water, and free from dirt, scratches, or damage caused by the customer.
  • The item is returned in its original packaging, including all accessories, pump, fins, leash, repair kit, and carry bag.
  • Proof of purchase (order confirmation email or receipt) is provided.

Items that do not qualify for return:

  • Items that have been inflated, used, or show signs of wear.
  • Items damaged due to misuse, accidents, or improper storage.
  • Items returned without prior authorization from our support team.
  • Gift cards or downloadable products.
  • Items marked as final sale or non-returnable at the time of purchase.

2. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our customer support team at support@itaostar.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. Our team will review your request and respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Securely pack the item(s) in the original packaging and include the RMA number on the outside of the package.
  4. Ship the item(s) to the return address provided by our support team. We recommend using a trackable shipping service, as we cannot be responsible for lost return packages.

Please do not send your return without first receiving an RMA number. Unauthorized returns may not be accepted and could be returned to the sender.

3. Return Shipping Costs

  • Defective or incorrect items: iTAOSTAR will cover the full cost of return shipping. We will provide a prepaid shipping label upon approval of your return request.
  • Change of mind or buyer's remorse: The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
  • International returns: Customers are responsible for all return shipping costs, customs duties, and import fees associated with the return shipment.

4. Refund Process

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund. Please allow 3–5 business days for inspection after we receive the return.

If your return is approved:

  • A refund will be issued to your original payment method within 5–10 business days after approval.
  • Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.
  • Original shipping charges are non-refundable unless the return is due to our error (defective or wrong item sent).

If your return is rejected (e.g., item shows signs of use or damage), we will notify you and, if applicable, return the item to you at your expense.

5. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund (subject to our return eligibility criteria) and place a new order for the desired item.

If you received a defective or damaged item, we will gladly send you a replacement at no additional cost. Please contact us at support@itaostar.com with photos of the damage within 7 days of receiving your order.

6. Damaged or Defective Items

We carefully inspect all products before shipment. However, if your item arrives damaged or defective, please take the following steps immediately:

  1. Take clear photos or videos of the damaged item and packaging.
  2. Contact us at support@itaostar.com within 7 days of delivery with your order number and the photos/videos.
  3. We will assess the damage and offer one of the following resolutions: a full refund, a replacement product, or a partial refund depending on the extent of the damage.

Damage caused by improper use, storage, or transportation after delivery is not covered under this policy.

7. Lost or Stolen Packages

iTAOSTAR is not responsible for packages that are lost or stolen after the carrier confirms delivery. If your tracking information shows your package was delivered but you have not received it, please:

  • Check with neighbors or building management.
  • Contact the carrier directly to file a claim.
  • Reach out to us at support@itaostar.com and we will do our best to assist you.

8. Order Cancellations

Orders can be cancelled within 24 hours of placement, provided the order has not yet been processed or shipped. To cancel an order, please contact us immediately at support@itaostar.com with your order number.

If your order has already been shipped, we are unable to cancel it. In this case, you may return the item once received, subject to our return eligibility criteria above.

9. Non-Refundable Situations

The following situations are not eligible for a refund:

  • Items returned after the 30-day return window.
  • Items that have been used, inflated, or show signs of wear.
  • Damage caused by misuse, accidents, neglect, or unauthorized modifications.
  • Items returned without prior authorization (no RMA number).
  • Shipping costs (unless the return is due to our error).
  • Customs duties, taxes, or import fees paid by the customer.

10. Consumer Rights

Nothing in this Refund Policy limits or excludes your rights under applicable consumer protection laws in your country or region. If you are located in a jurisdiction with mandatory consumer protection rights (such as the EU, UK, or Australia), those rights apply in addition to this policy.

11. Contact Us

If you have any questions about our Refund Policy or need assistance with a return or refund, please don't hesitate to get in touch:

  • Email: support@itaostar.com
  • Response Time: Within 2 business days
  • Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (PST)

We value your trust and are committed to making your iTAOSTAR experience as smooth and enjoyable as possible — on and off the water.

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