Surf Shops Australia is a small business & we focus on customer satisfaction as a priority.

Exchange FAQ

• Change of mind: Return freight needs be paid by the customer & a store credit will be provided. Surf Shops Australia will cover the re-delivery freight free in the case a product is exchanged, provided the order is over $79 (out bound freight). Refunds are not eligible if the customer has changed their mind or ordered incorrectly. Please ensure you order carefully. We hope you understand as we're a small business & can't afford to absorb both outbound freight & return freight charges. We will provide a store credit. 
• Incorrectly shipped products: Will be exchanged for the correct product at our expense.
• Sale Products: Return freight needs to be covered by customers & non-refundable, a store credit will be issued.
• Refunds: In the event a refund is agreed upon. Surf Shops Australia will apply a re-stock fee of $12. 

Please email your returns requests to support@surfshopsaustralia.com.au & we will provide the return instructions.

If you receive any merchandise that you are unsatisfied with for any reason, simply contact our support team within 60 days of purchase with the details & we will organise a return, exchange or refund*. Sale products can't be refunded. Merchandise must be in the condition that you received it, unopened product packaging. 

Surf Shops Australia will make sure we complete any returns, exchanges & refunds as quick as possible.

30 Day Free Exchange Policy

Provided your order was over $79, and your order is going to an Australian address, we will organise to have your goods shipped back free of charge*.

This offer only applies to goods that have been incorrectly shipped, or goods not matching your order description.

We cannot offer free shipping to customers that have changed there decision after the order has been shipped. In this case we will exchange or refund your product, return freight must be paid by the customer however we can help organise the return through our Australia Post account.

Exchange Process

 

Exchange Terms & Conditions

All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty). Please ensure all returned items are free from marks, stains and damage as they may not be accepted for return if received damaged (unless faulty).

Returns | Packaging Goods

When returning boxed or packaged goods please ensure you pack them inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not accept your return.

Please contact us if you are unsure if you qualify or have any other questions?

Further Information

We recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from Surf Shops Australia, so you are familiar with our policy on Refunds, Returns and Repairs and your rights under the Australian Consumer Law.

Please read below for full details on our Refund, Returns & Repair Policy, so you are familiar with our policy on Refunds, Returns and Repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from  Surf Shops Australia, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Support Team.

About our Refund, Return & Repair Policy

This is the Refund, Repair and Return Policy of Surf Shops Australia, and applies where you make a purchase online from www.surfshopsaustralia.com.au.

As Surf Shops Australia is an independent retailer these policies may vary between Surf Shops Australia stores. Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. Consumer Guarantees and Your Rights Under the Australian Consumer Law Refer to Consumer Guarantees for more information.

Goods Damaged in Transit

If any goods arrive damaged, please contact our customer support team as soon as possible. Surf Shops Australia will arrange to have the damaged goods returned to Surf Shops Australia and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. Refunds Refunds will be made by Surf Shops Australia via the method of payment you used to make your online purchase.

Refunds will normally be processed within two (2) days. Delivery Charges Where Surf Shops Australia considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Surf Shops Australia or a Surf Shops Australia Store will be at Surf Shops Australia’s cost.

Returns and Repairs

You may return goods we have delivered to you by mail by contacting our customer support team. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Goods must be returned within a reasonable time.

Sale items can't be refunded.

This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid. If any goods cannot be easily returned to us or a Surf Shops Australia Store, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Customer First Team and we will arrange an inspection to assess the goods. Goods returned for repair will be assessed and/or repaired within a reasonable time.

You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description. You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply.

We may provide you with an indicative fee, which fee may vary due to reasons beyond our control. If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. Contact Us Where you have any questions or concerns relating to your Order, please immediately contact our Support Team.