SurgeSails sails carry a two-year limited warranty against faults in materials and workmanship. You do not need to decide whether a problem is a warranty case before contacting us; send the evidence and we will assess it.
If something is wrong now
Three things, in this order.
1. Stop using the sail if anything structural is involved: a corner, webbing, a seam or load-bearing cloth.
2. Leave it alone and photograph it. Do not wash it, repair it or remove hardware. Take the whole sail so the location is clear, both sides of the damaged area, a close-up with something for scale, and the sail label.
3. Email crew@surgesails.com. Include the order number or sail label, the Passport, the photographs and what happened. There is no separate warranty form or support portal.
If the issue is transit damage, also photograph the outer packaging, shipping label and waybill and report it within 48 hours of delivery. Keep the packaging until we reply.
The two-year warranty
The warranty covers faults in materials or workmanship for two years under the terms supplied with the order. It includes a sail that does not match its confirmed Passport, incorrect assembly, or a material, fitting or component that fails early and abnormally under normal use.
It does not cover normal wear and ageing, accidental or external damage, incorrect installation or use, damage from the boat or rig, flogging, overloading, UV exposure, chafe, chemical contamination, or an alteration or repair that was not authorised.
The formal terms supplied with the order govern where a legal or product-specific condition differs from this guide.
What normal wear looks like
Cloth gradually softens and stretches. Colours fade. Exposed stitching, UV covers and chafe patches wear before the body of the sail. Shape slowly changes with use.
That is different from something happening early, suddenly or in one place. The same tear can still come from a manufacturing fault, chafe or shock loading, so the Passport, history and surrounding cloth matter more than a single close-up photograph.
What to send
Identification: order number or sail label, and the Sail Passport.
When and what: when you found the problem, whether the sail was in use, the conditions and what happened immediately before it.
Photographs:
- the whole sail, so the location is clear;
- the affected area from both sides;
- a close-up with a ruler or another scale;
- the surrounding area and relevant hardware on the boat.
For a furling or installation problem, include the whole system, its make and model, and how it is assembled. For transit damage, include the packaging, label and waybill.
Tell us about previous repair, alteration or unusual event even if it seems unrelated. It is easier to reach the right conclusion from the complete history.
How we assess it
We identify the sail and check its Passport, establish whether it is safe to keep using, then decide whether the evidence is enough. We may ask for another photograph, measurement or video, or for a local sailmaker or rigger to inspect the sail and installation.
If a track, furler, bowsprit or another part of the rig may have caused the damage, the cause must be corrected as well as the sail. Otherwise the repaired sail will be damaged again.
Possible outcomes
Guidance, where the issue is setup or use rather than the sail.
A replacement component, where a fitting or small part is at fault.
A local repair, where an approved loft near you is the practical route. The scope, cost and authorisation must be agreed with us before work begins.
Return to SurgeSails, where the sail needs direct assessment or repair. Wait for the return address and packing instructions before shipping it.
Adjustment or remake, where the finished sail is not what the confirmed specification required.
A repair quotation, where the cause is normal wear, external damage or another non-warranty condition.
Who pays
When the claim is accepted under warranty, SurgeSails pays the agreed return shipping or the cost of a local repair that we authorised in advance.
For normal wear, accidental damage, alterations and other non-warranty work, repair and shipping costs are the customer’s responsibility. We agree the route and expected cost before work begins.
Do not arrange a return or local repair first and ask for reimbursement afterwards. Authorisation is what lets us agree the right repair and cost.
Keep the record
Add the conclusion, work completed and photographs to the sail’s Passport in My Sails. The record stays with the sail and makes later service or replacement decisions much easier.
If you are unsure whether the sail should stay in service while you wait, stop using it and see Inspection and Maintenance.