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Returns Policy
Ordering is Easy & Risk Free!
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!
*Refunds not applicable on sale or promotional items.^
Exchanges (full price items) -100 days from date of purchase
Exchanges (sale items) -100 days from date of purchase
Refunds (full price items^) - 100 days from date of purchase
Feel confident, SurfStitch.com takes the risk out of ordering!
^Sale items can be refunded in cases where the product is faulty or the incorrect item is received.
Returns Process
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:
SurfStitch Returns
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.
Faulty Returns Needing Repair
If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.
Please make sure you enclose your original invoice, along with a description of the fault. Please contact us at CustomerService@SurfStitch.com if you need a new copy of the invoice.
Once received in our warehouse, we will inspect and send the goods onto manufacturer. The manufacturer will then issue a refund or repair the goods. 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.
Please allow approximately two weeks for the processing of your faulty return once received. Contact will be made by email informing you of the RA Number and all relevant details. Once returned to us by the manufacturer, we will post the item back to you the same day.
If an order is deemed faulty, we will gladly reimburse the return postage up to a total of $10.00. This includes postage only; packaging is at an additional cost to you. For further in depth information on warranties and faulty items, please contact our customer service team.
Return Terms and Conditions
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).
SurfStitch.com returns department operates Monday-Friday. Once your order is received in our warehouse, we will inspect and process the goods within 24 hours. We will inform you by email when your transaction is being processed. .
Please note that NO Returns or Exchanges can be made in person at the warehouse. Please contact customer service if you have special requirements regarding this.
SurfStitch.com cannot accept COD deliveries.
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.
Due to hygiene reasons, SurfStitch.com is not able to do an exchange or refund on underwear or earrings.
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.
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 (excludes sale items).
Returns address:
Locked Bag 7
Gold Coast MC, QLD 9726
If you have any further questions, please contact customer service on:
Email: CustomerService@SurfStitch.com
Phone: 1800 172 208 or +617 5507 0912
Or go to the LiveChat tab on the home page of the site.
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