Returns Policy
We have a 7 (seven) day return policy, which means you have 7 working days after receiving your item to request a return. Please see below information on the type of return you wish to proceed with:
REFUNDS
To organise a refund, you must contact us first via email at info@soulsurf.com.au
You can request a refund for items other than surfboards, gift vouchers, free/promotional items, or items that were purchased when they were on sale.
We will happily refund your item provided the item and its packaging is in its original, new condition with the original tags attached as they were. Any requests for refund must be made aware to us within 7 (seven) working days of acceptance of delivery. Once we receive your returned item, refunds will take 1 to 7 business days to process. Cost of postage is the purchasers responsibility. Once we have received your item back in it’s original condition, a refund will be issued to you, less postage costs, via the same method you paid for the order.
Due to health regulations, we are unable to refund any swimwear, underwear or ear-ring purchase. Refunds are not available on surfboards, free promotional items, gift vouchers or on items purchased when they were on sale.
Snapping, dinging and/or breaking a surfboard, or any part of a surfboard, is not covered under warranty. Expansion or contraction of the surface of a surfboard (due to “cooking it” by leaving it in the sun, in your car, on the car roof or in enclosed hot spaces for prolonged periods) is not covered under warranty. Please note that some hand finished surfboards may come with colour blemishes, such as those with a tint finish. This is normal and just the nature of hand finishing, not a fault.
For refund rights on all second-hand items, consumer rights in Australia state that you cannot claim a refund or exchange for issues that:
– the store or seller told you about
– you would have noticed when examining the item
– were shown in photos or indicated in the description on the website
Please see below information on How to Return Your Order.
If you are wanting to request a refund due to the item/s being damaged or faulty, please see further below for information on Damaged & Faulty Goods.
EXCHANGES
To organise an exchange, you must contact us first via email at info@soulsurf.com.au
You can request an exchange for items other than surfboards, gift vouchers, free/promotional items, or items that were purchased when they were on sale.
We require receiving your returned item back to us before we can organise an exchange, so it is best to speak with us first to ensure we have the item you are wanting in stock, and we can put it aside for you until we receive your returned item. Once we receive your returned item, we will package your chosen item and calculate if there is any refund or monies owed for the exchange. Cost of postage is the purchasers responsibility.
We will happily exchange your item provided the item and its packaging is in its original, new condition with the original tags attached as they were. Any requests for exchange must be made aware to us within 7 (seven) working days of acceptance of delivery. Once we receive your returned item, exchange will take 1 to 7 business days to process.
Due to health regulations, we are unable to exchange any swimwear, underwear or ear-ring purchase. Gift cards and promo codes cannot be applied to exchanges. Returns are not available on surfboards, free promotional items, or on items purchased when they were on sale.
Snapping, dinging and/or breaking a surfboard, or any part of a surfboard, is not covered under warranty. Expansion or contraction of the surface of a surfboard (due to “cooking it” by leaving it in the sun, in your car, on the car roof or in enclosed hot spaces for prolonged periods) is not covered under warranty. Please note that some hand finished surfboards may come with colour blemishes, such as those with a tint finish. This is normal and just the nature of hand finishing, not a fault.
For exchange rights on all second-hand items, consumer rights in Australia state that you cannot claim a refund or exchange for issues that:
– the store or seller told you about
– you would have noticed when examining the item
– were shown in photos or indicated in the description on the website
Please see below information on How to Return Your Order.
If you are wanting to request a refund due to the item/s being damaged or faulty, please see further below for information on Damaged & Faulty Goods.
HOW TO RETURN YOUR ORDER
We recommend sending returns for all items other than surfboards via registered post through Australia Post, as we do not accept responsibility for lost parcels. For return of extra large items, please contact us. Packing and postage costs for returning the item to us will be the responsibility of the customer. Soul Surf cannot accept COD deliveries.
Any requests for exchange or refund must be made aware to us within 7 (seven) working days of acceptance of delivery. We will then send you a Returns Form which must be filled out and sent to us with your returned item. Once you receive and complete the Returns Form, please then post your returns to:
Soul Surf
Unit 16, 11-19 Bellbowrie Street,
Port Macquarie NSW 2444
Australia
WARRANTIES
For all brands other than Soul Surf, all warranties offered on products are the manufacturer’s warranties and not that of Soul Surf. Please contact us with details so we can contact the manufacturer on your behalf.
Snapping, dinging and/or breaking a surfboard, or any part of a surfboard, is not covered under warranty. Expansion or contraction of the surface of a surfboard (due to “cooking it” by leaving it in the sun, in your car, on the car roof or in enclosed hot spaces for prolonged periods) is not covered under warranty. There is no refund available on surfboards.
DAMAGED & FAULTY GOODS
DAMAGED: For items you have received that were obviously damaged in transit, please contact us at info@soulsurf.com.au with photos of the damage, so we can advise on how to proceed. If your item was shipped via Australia Post, your item will be insured through them. If your item has arrived damaged, please ensure you keep all of the packaging and box you received your item in, along with a copy of your receipt.
FAULTY: For all items other than Soul Surf branded items, faulty goods will be dealt with as per the manufacturer’s warranty. We will contact them on your behalf. For any faults with an item, this must be made aware to us within 7 (seven) working days of acceptance of delivery. We will happily exchange or refund your item, once we have received the item, and we have acknowledged the fault. We will then happily reimburse the return postage cost at the Australia Post rate, and if you have requested a replacement, we will then post your exchange at no shipping cost to you. The reimbursed postage cost is for postage only; packaging costs are the responsibility the customer if they are not using the same packaging the item arrived in. Once we receive your returned item, faulty goods will take 1 to 7 business days to process for refunds, or 7 to 30 business days for exchanges, depending on manufacturer’s stock availability.
Please note that some hand finished surfboards may come with colour blemishes, such as those with a tint finish. This is normal and just the nature of hand finishing, not a fault.
Please note that some natural and/or hand finished homewares and/or other items may come with colour blemishes (such as differences in wood grain texture or colour). This is just the nature of the natural and/or hand finished product, and is not considered a fault.
ORDER CANCELLATIONS
If notified before goods have been dispatched, Soul Surf can accommodate order cancellations. Soul Surf reserves the right to charge an administration fee of $15 to recover time costs of returning the items back to stock online, correspondence and organising the refund. If the items have already been packaged, Soul Surf reserves the right to charge a packaging and administration fee of $20 to recover time costs of returning the items back to stock online, correspondence, organising the refund, packaging materials used and time cost of unpacking and returning the items back to stock. If the items have been shipped, Soul Surf reserves the right to refuse order cancellation, at which point, if you wish to proceed with the order cancellation, the order will be then treated as a request for refund (please see above for details about requesting a Refund). Otherwise, if we receive the cancellation before your order has been dispatched and we have acknowledged we can cancel the order, refunds will take 1 to 7 business days to process. Any merchant fees we have been charged on any order that is cancelled after payment has been made using credit card, PayPal or Afterpay may be passed on to the purchaser. This can usually be covered in the cancellation fee for small value orders, however, will be added to the cancellation fee if the fee we have been charged exceeds the cancellation fee.