RETURNS & REFUNDS
We will only refund our surfboards within a 7 day period after the date of purchase. As soon as you purchase your order online we order the blank, cut and shape your board. If 7 days has gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return and replacement, your item must be faulty or, damaged in freight and, unused in the same condition that you received it. To complete your return, we require images confirming the fault your not happy with, or damage for a claim.
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your replacement surfboard.
LATE OR MISSING REFUNDS ( IF APPLICABLE )
Refunds take 5 - 10 working days to clear through our e-commerce payment gateway and must be transferred back to the card or facility that was originally used to make the purchase.
Late or missing refunds. First check your bank, then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be refunded, sale items cannot be refunded.
EXCHANGES ( IF APPLICABLE )
We only exchange items within a 14 day period of the order being received. If you ordered the wrong item and need to exchange, please contact us for customer service and support.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING ( RETURNS AND REFUNDS )
If you are approved for a refund or exchange, to return your product contact us to arrange shipping details, pick up, customer service and support.
We will be responsible for paying for your shipping costs returning your item. If you are approved for a refund all original shipping costs are also refundable.
SHIPPING ( EXCHANGE )
If you are approved for an exchange, to return your product you should contact us for shipping details, pick up, customer service and support.
Note* Shipping costs are additional for an exchange.
SHIPPING ( LEAD TIME )
Depending on where you live, the time it may take for your exchanged product to reach you may vary. 1 - 3 days for the East Coast of Australia, 5 - 7 for Southern and Western States.
SHIPPING ( INTERNATIONAL )
Our Surf Stoke Guarantee is not included for international purchases and international shipping. For this reason, we recommend you get shipping insurance when booking the pick up of your board for delivery.
Q & A
Four main questions we are asked regarding our surfboard manufacturing and delivery. Click Here