Shipping policy

HAVOSPARK Shipping Policy

Overview 

This shipping policy applies to all HAVOSPARK products and sets out the shipping process you can expect when placing an order with us.

Delivery Information

Once you have placed your order via our website or with a member of our sales team, we will contact you to confirm the estimated lead time for your chosen product(s). The lead time is an estimate as to when your order will be dispatched and does not include time in transit.

Lead time depends on the season and overall demand. We endeavour to keep this lead time as short as possible to ensure you are on the water as quickly as possible. However, we cannot make guarantees or assurances as to the lead time when you first make your order with us.

You will be notified when your products have been shipped.

Lead Time

It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.

Below are our best estimates for the lead times:

Electric Surfboards

About 3 Business Days (Monday to Friday)

All Products Except Electric Surfboards

About 10 Business Days (Monday to Friday)

Shipment time and shipping cost

The estimated delivery time for our order will depend on your location and the product. While we work closely with our logistics partners to provide you with accurate delivery information, delivery times are estimates only and cannot be guaranteed. Once your product(s) are in transit, any delays are outside our control.

The product price does not include shipping cost. The shipping cost will be calculated based on the weight, size, product type and your chosen delivery location. We will send you a confirmation email and communicate the shipping method and shipping cost after receiving your order.

Only electric surfboards qualify for free shipping to these locations in Australia: Sydney, Melbourne, Brisbane, Perth, Adelaide, and Queensland regions.

If your location requires us to sea freight your products (see below), you may experience a longer delivery time.

What about the costs of import fees, duties and taxes?

If you are located in Australia, the United States or the European Union, including the United Kingdom, we will cover the cost of import fees, duties and other import taxes.

If you are located outside these areas, you will be required to pay any import fees, duties and other import taxes. You will also be required to make any necessary arrangements with your customs office or port authority.

We encourage you to seek further information from your local customs office or port authority.

Tracking Your Order 

Once shipped, you will be provided with a tracking link (where available) for your order.

Sometimes your order may ship in multiple consignments, in which case you will be provided tracking information for each one.

HAVOSPARK Electric Surfboards battery in transit – Dangerous Goods 

If your order contains a battery, the estimated delivery schedule cannot be guaranteed as the battery is classed as dangerous goods. Your battery may also be split from the rest of your shipment and delivered on a separate vehicle at a different time. This can take approximately 1-4 days longer than the rest of the shipment.

Your tracking information will often show that the goods have been held or delayed in transit. If this occurs, it will be resolved, and the tracking updated once our logistics partner has cleared the goods. We will be contacted by our logistics partner if anything further is required to ship your battery.

Signature on Delivery 

Your shipment will require a signature on delivery due to the high value of the goods.

For your convenience, you may prefer to have your shipment delivered to a business or separate location where someone will be available to sign for the goods.  

I need to change my shipping address 

If you have not yet received your shipment notification or tracking information, you can change your shipment address by contacting our team at marketing@hoverstar.com and providing the updated details.  

What happens if my delivery goes missing or is damaged? 

Once your goods are in transit, any issues or delays are outside Havospark’s control.

In the event of any issues with your delivery, we will be in contact with our logistics partner to provide any information that might assist resolve the issue.

If you receive your goods and find they are damaged, please immediately contact at marketing@hoverstar.com.

Email : marketing@hoverstar.com

Phone : +1 323-307-6518

Address:

Melbourne: 3b/8 Judge St, Sunshine 3020

Sydney: 1/233 Milperra Rd, Bankstown Aerodrome, NSW, 2200

Brisbane: 6/55 Musgrave Road, Coopers Plains 4109

Support : Monday to Friday 9:00am to 18:00pm

Warranty policy

This warranty policy is valid from Oct. 15, 2025.

WHAT IS COVERED IN THE WARRANTY?

The warranty policy applies to all Product(s) sold by Havospark, or any authorized reseller, retailer, or partner confirmed by Havospark (collectively referred to as ‘Havospark’ below).

Havospark guarantees that its Products will be free of defects arising from faulty materials or poor craftsmanship in the normal use of the Product for the period set in this document.

 (All free accessories are not covered by warranty service.)

The warranty covers the listed products and follows the terms below:

1. Electric Surfboard and Diving Scuba Syetem

All surfboards, electronic components or accessories attached to the power board sold by Havospark are covered by a one year warranty. Batteries and backup batteries are covered by a 24-month warranty. A one-year warranty is provided against manufacturing defects from the date of purchase. This warranty covers defects in materials and workmanship only.

If there is any failure of our boards, we will replace the part or the entire surfboard that needs to be repaired. Under no circumstances will we issue a refund. Carbon fiber and polymer density fiber housing breakage is not covered by the warranty. Warranty service will not be available if the returned product is found to have been mishandled, modified, tampered with, abused or physically damaged in any way.

Limited Warranty Coverage does not apply to the following

(1) Improper use of the surfboard.

(2) Accidents caused by man-made negligence.

(3) Battery pack warranty (except for single cell replacement or wiring failure)

(4) Damage to the thruster jet pump system caused by foreign objects.

(5) Damage caused by striking a foreign object in the water.

(6) Normal operating wear and tear.

(7) Unauthorized tampering, alteration, or change of the product by the customer

Havospark reserves the right to alter its Product specifications, manuals, and/or instructions and introduce improvements at any time. Please visit our website: www.Havospark.net , to see the latest updated information

WHAT IS THE LENGTH OF THE WARRANTY?

The warranty is valid for 12 months from the date you receive your new Product(s). 

The warranty is additional to any applicable statutory guarantees and locally regulated consumer laws.

CAN ANYONE MAKE A WARRANTY CLAIM?

If you are the owner of the Products, and if you purchased the Product(s) directly from Havospark or from an authorized Havospark reseller, you can make a claim.

The invoice of the purchase will be used as proof of ownership and to confirm that the period is active for the specific Product(s).

The warranty policy can be transferred, reach out to marketing@hoverstar.com to finalize.

Note: In the case of a transfer, the warranty period is not extended, only transferred.

HOW DO I GET A WARRANTY CLAIM HONORED?

If you believe you have a warranty claim, please contact Havospark following the instructions below. We will guide you through the process of determining whether you have a valid claim or not. This will most of the time involve working with you via photos and/or videos and/or other forms of content to assess the nature and extent of the issue.

All determinations will be made by Havospark in accordance with this policy document and will be final.

When a warranty claim is valid based on confirmation from Havospark, none of the exceptions below apply and it is not otherwise covered by local law (see below), Havospark will take one of the following actions, at our discretion:

     1. Provide you with a replacement Product (in the case of a part, a replacement of the relevant part which is defective) free of charge and in the same quantity as was initially purchased;

    2. Repair the defective Product;

    3. Pay for the cost of repairing the Product or providing the replacement Product.

    4. Havospark reserves the right to charge the person claiming the warranty for the reasonable delivery costs to supply the replacement Product if Havospark accepts their claim.

    5. Unless anything else is specified in the reseller agreement of the specific reseller that the purchase was made from, any replacement made as a result of a valid warranty claim, where the original purchase was made through one of Havospark’s retailers and/or partners, the replacement Product(s) will be shipped to this retailer and/or partner’s operational location stated in the retailer/partner contract/agreement. The retailer/partner is responsible for forwarding the replacement Product(s) to the customer.

    6 Note: If we receive a Product submitted to Havospark under a warranty claim and we determine, upon a thoroughly made inspection, that it is not a valid warranty claim, we will require that you pay for the costs of shipping the Product both to Havospark and the return shipment back to you before we release your Product. We will also advise you of any service charges if we determine that a service is necessary for the Products, but will not conduct any service work until you have first approved this and paid an invoice accordingly.

LOCAL LEGISLATION AND REGULATIONS MAY HAVE DIFFERENT REQUIREMENTS 

Nothing in the warranty excludes or restricts statutory guarantees that cannot be excluded under local laws and regulations. The warranty should be read subject to the provisions of all relevant local laws, and, where required, Havospark will honor its obligations under those laws and regulations.

The warranty is additional to any applicable statutory guarantees.

HOW TO CONTACT HAVOSPARK FOR WARRANTY SERVICE

For warranty services please send an email to marketing@hoverstar.com

Havospark will require the following documentation to verify and support your :

     1. The receipt of purchase or the delivery receipt;

     2. the invoice number of the purchase;

     3. the name of the customer and address;

     4. the purchaser’s e-mail and phone number;

     5. A description of the defect to the Product;

     6. If required by Havospark; photos, videos, and other material relating to the malfunctioning Product(s)

     7. any further information reasonably requested by Havospark to verify and support the claim.

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

IMPORTANT NOTICE: Returns do not apply to Surfboards. Surfboards are not possible to return after the purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at marketing@hoverstar.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at marketing@hoverstar.com.

Damages and issues

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

A) Minor damage to the outer packaging.

B) Minor scratches or paint loss on the product.

C) Damage to parts or wearing parts after excessive use.

D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

For non-quality issues, customer may ask for product replacement or return within 30 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received. Havospark will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Havospark’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. We will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like all accessories, custom products (such as special orders or personalized items), and used items except in EXTREME cases of breakage/malfunction. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at marketing@hoverstar.com.

Return address

The return address will be sent by email or we will arrange for a pick up.

Email : marketing@hoverstar.com

Phone : +1 323-307-6518

Address:

Melbourne: 3b/8 Judge St, Sunshine 3020

Sydney: 1/233 Milperra Rd, Bankstown Aerodrome, NSW, 2200

Brisbane: 6/55 Musgrave Road, Coopers Plains 4109

Support : Monday to Friday 9:00am to 18:00pm