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Returns

REFUNDS

You can request a refund for items other than surfboards and gift vouchers. 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.

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 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. There is no refund available on surfboards. 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.

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

 

EXCHANGES

If you would like an exchange, please contact us. 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 then send you a request for the postage cost of sending it to you.

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 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. There is no exchange available on surfboards. 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.

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

 

RETURNING 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
Shop 3/1761 Pittwater Road,
Mona Vale NSW 2103
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.

 

FAULTY GOODS

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.

Any faults 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.

 

ORDER CANCELLATIONS

If notified before goods have been dispatched, Soul Surf can accommodate order cancellations. If items have been shipped, Soul Surf reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service. Once we receive your notice of cancellation and 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 will be passed on to the purchaser.

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