The deadline for refunds on Christmas returns is the 25th of January. The Christmas returns policy applies to any goods bought after the 1st of November.
All items may be returned for a refund within 30 days. Items must be unused and with the original retail packaging.
1. If you are returning a packet or small box please use our subsidised tracked Royal Mail returns page at https://www.royalmail.com/track-my-return/create/834 this should be used to return unwanted items. This service costs £2.95 which we will deduct from your refund (unless your item is faulty etc). The maxiumum size for this service is 61 x 46 x 46 cm. For larger boxes see para.5 below..
2. USING THE ROYAL MAIL RETURNS SYSTEM WITHOUT A PRINTER (QR Code)
Go to the link above and fill in your info. The QR code that you need to present to the Post Office to allow them to create the Postage Paid label is on the Email that you will receive at the end of the process NOT the one on the PDF label (which is for Royal Mail tracking).. If you don't get the email be sure to check your spam/junk box as they quite often get filtered.
3. IMPORTANT NOTE: This system may not be used for oversized items like Surfboard Travel Bags etc. Oversized items above the R.Mail size guide but still shipped out on this service will incur an extra £10 charge to match that which RM bill us for oversized items.
4. If you wish to exchange an item for a different size, colour etc we recommend buying the replacement item as a separate order and then returning the first item for a straight refund using the service above.
5. For larger items that cannot be returned as above we have a new low cost effective service from Parcelforce - please email or call us and we can email you a label to print, your box can then be dropped at any Post Office or other R.Mail designated point. The cost of this service is £9.50 (cheaper than the counter price) which will be deducted from your refund (unless your item is faulty) - for returns where the item is going to be Exchanged or where a Re-Order has already been placed this will drop to £6.95. The maximum size for this is Length plus total girth of 3m.
6. WETSUITS: Please do not FOLD wetsuits as this creates creases that are very hard to remove, instead please ROLL your suit lengthways as received.
7. 'NEW" ITEMS RETURNED IN AN UNSALEABLE CONDITION due to soiling, use, damage to the goods themsleves or excessive damage to the retail packaging will be returned to you and will NOT be processed for refunds or replacement.
8. Refunds made will be for the product price plus basic shipping if you have paid it (items under £34.95). If you have paid for express shipping and you return that item we will only refund the product price, unless the item would have normally included the basic shipping charge (items under £34.95) in which case the refund will include that amount. Orders that are faulty/incorrect items are refunded in full.
9. Note that if you return a faulty item via your own preferred method that we will not refund higher price or expedited services. Please note that if we do not receive a return item you will be responsible for claiming for the loss from Royal Mail or other courier you have used.
The Returns address is:
surfsurfsurf
Old Park
Taylor's Lane
High Bickington
Devon
EX37 9BL
Faulty Items being returned for a full refund should be returned/notified within 30 days. Your original and return shipping will also be refunded as applicable (see above re. return shipping services). Faulty items returned between 31 days and 6 months will normally be repaired or exchanged. If it can't be repaired or replaced, then then you will receive a full refund.
Items over 6 months old will not generally be considered faulty from manufacture, in many cases you may still receive a repair or replacement items under the manufacturers warranty (for wetsuits, leashes, cameras etc).
Items with faults with ancillary parts will usually have just those particular parts replaced.
For more details see http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act
Please note that the deadline for refunds on Christmas returns is the 25th of January. The Christmas returns policy applies to any goods bought after the 1st of November.
Many of our products carry warranties that cover problems over extended periods of time, and we are your first point of contact to activate a warranty. The manufacturer of that particular item issues these and is responsible for implementing them. Please follow any instructions on your original packaging. Warranties and guarantees do not affect your statutory Rights.
Surfboard Leash warranties only apply to Manufacturing Defects - no manufacturer covers FIN CUTS (usually the leash clean cut around 15-30cm in from the rail saver), dull your fin edges with 400grit wet/dry!
Travel Bag warranties only apply to Manufacturing Defects, damage caused by excessive wear from conveyer belts/sorting machinery and other airline/airport damage is not covered and should be reported to those institutions ASAP for a damage claim.
Note that unless specifically described as such, all of the products we sell are designed for private use. Products that have been used for hire, surf schools, holiday accommodation etc may not be covered under the manufacturers warranty, or even under normal statutory rights. If you intend to use any of our products for a commercial type use please contact us before purchasing and we can clarify the position for that specific product.
Under UK and EU law you have the right to cancel your order or return any item purchased from us for a full refund within 14 days, here at surfsurfsurf we actually give you 30 days. If you have already received your item please see 'returns' below for more details. If your goods haven't yet been sent simply email or call us to cancel your order.
Goods returned from outside the UK tax area should clearly be marked as 'faulty returns' on the accompanying documentation to avoid customs holding items un-neccessarily.
