Every single SurgeSails product is cut and stitched for you after you submit a review-ready configuration and the boat data has been checked against your specific parameters.
Because of its custom-made nature, we cannot offer “no-questions-asked” returns like standardized off-the-shelf goods. However, support reviews fit, build, and measurement issues against the confirmed build spec.
1. Core Principle: Why “No Returns” but “Full Warranties”?
Any sail that leaves the SurgeSails stitching loft already bears your boat’s name, your exact color preferences, and the highly specific dimensions of your mast and boom. To you, it is the engine that drives your voyages; to any other boat, it is merely improperly sized fabric. Therefore, all bespoke canvas products featuring personalized sizing cannot be canceled or fully refunded once production and cutting have commenced.
However, we refuse to let an “ill-fitting sail” ruin your holiday. If there is a problem, we will make it right.
2. The Surge Guarantee
Scenario A: Your Data is Correct, but We Made a Mistake (Manufacturing Defects & Dimension Errors)
If your sail cannot be used normally due to a manufacturing error, noticeable factory defects in the fabric, or damage during initial logistics on our end:
- The Resolution: Please photograph the problem area and upload it from your order record within 30 days of receiving the sail.
- The Process: We will cover all international round-trip shipping costs and perform a precise alteration absolutely free of charge. If our loft determines that alterations cannot restore the optimal aerodynamic shape (airfoil), we will remake an entirely new sail for you for free.
Scenario B: You Entered the Wrong Rigging Data (I, J, P, E) in the Client
We understand that climbing a mast with a measuring tape to capture complex rigging parameters is a daunting task. If your sail ends up being slightly too big or too small because the dimensions you entered into our customizer didn’t match your actual vessel:
- No Blame Policy: Don’t worry. While we cannot process a full return, we offer our At-Cost Alteration Service (e.g., reducing the leech, shortening the foot).
- The Process: You will bear the shipping cost to our nearest worldwide authorized service loft. We will charge you only the absolute baseline cost of materials and labor to modify your sail perfectly to your rig.
- Tip: In sailmaking, making a large sail smaller requires simpler alterations. If you measured too small and need the sail to be larger, we may need to replace entire localized panels, which incurs a higher cost.
Scenario C: The Sail Inventory or Database is at Fault (System Matching Error)
If you opted not to input complex parameters manually but used our “Boat Library Database” (for example, simply selecting a “Beneteau Oceanis 41”) to create your sail inventory, and it turns out our database holds outdated or incorrect measurements for your specific hull year:
- We Take Full Responsibility: Please send us a photo of your boat’s registration manual for verification.
- The Process: SurgeSails will arrange for a local authorized agent to come to your marina for an on-site alteration for free, or we will initiate a completely free recall and remake.
3. 3-Year Craftsmanship Warranty
Assuming normal sailing usage and proper UV protection stowage (such as utilizing a sail cover), we provide a 3-Year Limited Warranty on the following:
- Complete failure or unraveling of structural seams (Excluding thread degradation caused by excessive, unprotected UV exposure).
- Severe rusting or detachment of stainless-steel rings, pressed cringles, and headboards.
- Delamination of the seams (specifically for laminate composite sails).
Exclusions to the Warranty: Tears resulting from storms above the safe wind range for your fabric weight, punctures caused by chafing against boat hardware or spreaders, and damage from improper storage or contamination.
A Thoughtful Tip for Bespoke Buyers: Before submitting your configuration, review your boat record and measurement checklist. Take it down to the dock for one final on-site verification before sailmaker review.