SurfStitch.com is committed to customer satisfaction- if you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed below, in the condition that you received it and we will happily exchange or refund*. We will also ship your exchange request back to you, for Free!
*Sale items can be returned after 30 days if the product is under warranty or the incorrect item was received.
If for any reason you would like to
return your product to us please follow the simple steps below:
1. Complete the Exchanges & Return section on the lower part of your invoice & enclose with your return merchandise. Be sure to complete all fields to ensure prompt turn around. To check if your exchange items are in stock, just jump on the website and make sure your size is available.
2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
3. Affix the pre-addressed label to your package, making sure you cover or remove original shipping label. If you have lost this, don't worry! Our address is:
Locked Bag 7
Gold Coast MC, QLD 9726
4. Attend your local Post Office and send to the labeled address. For security and peace of mind, we strongly suggest insured registered post as SurfStitch.com is not liable for lost return parcels.
5. Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your exchange/refund as quickly as possible. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.
6. SurfStitch.com will then gladly cover the cost of shipping your new product if you have requested an exchange.
If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact customer service or the brand directly for warranty periods.
Please make sure you enclose your original invoice, along with a clear description of the fault. Please contact us at CustomerService@SurfStitch.com if you need a new copy of your invoice.
We aim to have your refund processed within 24 hours of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates. This process usually takes around 2 weeks and once completed you should receive your refund or replacement within 1-3 business days.
Watch and Wetsuit returns: Each manufacturer may have different warranty periods or service standards for faulty items. SurfStitch works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty issues. In most cases, products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. Any items returned outside of the warranty period will generally incur a charge for the repair. For more information on your products warranty, please contact the brand directly.
GoPro Returns: Please ensure you have visited the GoPro Support site before contacting
SurfStitch about your GoPro. Many questions and issues can be resolved here:
All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty).
Boxed/Packaged Goods: Please note that if you are wanting to exchange or return boxed goods, they must be returned to SurfStitch.com in the original unmarked packaging and in good condition. If the items are being posted back, 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 exchange or refund the goods.
Underwear and Earrings: Due to hygiene reasons, SurfStitch.com is not able to accept returns on underwear or earrings unless faulty.
Swimwear: Swimwear can be returned if it is unworn, and in its original condition with all tags and protection stickers attached. Please note that all swimwear that is sold in a set must be returned in a set. We recommend trying on swimwear over underwear as soiled items will not be accepted for return and will be returned to you at your own expense.
Wetsuits: When returning wetsuits the folding guide (sent with your order) must be followed. If you did not receive the folding guide, please contact customer service. Badly creased wetsuits may not be accepted for return unless faulty.
Gift cards and promo codes cannot be applied to exchanges. If you are wanting to use a gift card or promo code, please place a new order through the website and return your original items for refund.
SurfStitch.com cannot accept COD deliveries and any returns sent COD will have the postage costs deducted from your refund.
During peak returns periods, SurfStitch cannot guarantee returns will be processed within 24 hours. During these periods some exchange requests may not be processed if your requested item is out of stock and a refund will be processed instead. We recommend placing a new order online and returning your original items for refund to avoid exchange items selling out. You will receive an email to notify you whether a refund or exchange was made on your return. We apologise for any inconvenience caused.
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