FAQ

Trips and events.

Do I need a travel insurance policy?

It is a condition of joining any of our trips that you must have Comprehensive Travel Insurance which must cover you against medical and personal accident risks (to include repatriation costs, air ambulance and helicopter rescue services). This need not necessarily be the case if you are carrying out the trip in your country of residence. If you already have a travel insurance policy then please check with your insurer if you would be covered for “open water swimming” or "running events".

Your swim guide or coach instructor will ask to see a copy of your valid insurance policy at the pre-trip briefing in order to provide an emergency contact number and a policy number. Please be aware that it is your responsibility to ensure you are fully covered for the activities that you choose to undertake whilst travelling with Sudeste Sports Limited.

Payments and Orders

  • All our orders are processed in British Pounds (GBP) at checkout using the most current exchange rate.
  • Should you need to pay in your own local currency, add a note and choose Send me an Invoice at checkout.

Can I place a telephone order?

We do not accept phone orders. All orders need be placed online and our website has been designed to offer you maximum security.

Can I cancel or change my order?

If you have ordered the wrong item please contact us by email at info@sudeste.co.uk. If not we would ask you to make another order and send the incorrect item back to us as soon as you can.

The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to contact us by email quoting your order number. If you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

The Promotion code does not work?

Sudeste Sports promotional codes often run for a limited period of time so please make sure you check the expiry date of the code. They are sometimes available on certain brands or product categories only; this information is detailed within the exclusions which can be found on the mailer or in-package flyer for further information. 

If you are still having a trouble using the code, please contact us.

Where is my order?

If your order has not reached you within the estimated delivery period, it could be due to one of the following reasons: 

  • The carrier has experienced a delay in which case your tracking information should display any delays and a new delivery date. 
  • The delivery company has tried to deliver and has left you a calling card.
  • Your parcel has been left with a neighbour. 
  • Your parcel has been left in a safe place.
  • Delays due to local postal volumes or adverse weather conditions. 
  • Orders going outside of the EU may encounter customs delays.
  • If none of these apply, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information. 
  • If you still cannot find your parcel, our customer service team is here to help.

Boards and Sleds Warranty

All Sudeste Sports Boards & Sleds come with a one year warranty from the date of purchase, for the original owner with proof of purchase, should any of our products suffer a manufacturing defect.

The warranty is limited and valid only where the Board or Sled can be repaired thus a board damaged beyond repair, or was repaired by an unauthorized repair service, is NOT covered by the warranty and the warranty is voided.

The warranty DOES NOT APPLY where the Board is used for any purpose than normal recreational use, surf, surf lifesaving or surf rescues by qualified lifeguards. Manufacturing defects do not include sun damage, improper care, negligence and natural wear and tear. Incidental and consequential damages, damages to person or property are not covered by the warranty

Sudeste Sports has no duty to accept the return of any merchandise for replacement when purchaser is in default of any payment due.

HOW TO GET YOUR BOARD REPAIRED

  • Product Warranty Form must be included
  • Copy of purchase receipt
  • Product must be clean and dry

You must contact us to obtain, print out and completely fill out the Product Warranty Form. Once you obtained the form send it in with your product. Be sure to include a copy of your purchase receipt. Any product sent in without the Product Warranty Form or Product Receipt will not be processed until both are received. If any of our products are sent in wet and/or dirty a £50 dry and clean fee will be billed to the customer. Be sure to correctly pack the product in a box. 

All Sudeste Sports products must be returned with secure and sufficient packaging to protect the products from possible damage during transit. Your warranty may be voided if product(s) is received as a result of inadequate packaging.

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