SurfStitch

SurfStitch Return Policy

What Is Your Returns Policy?

SurfStitch.com is committed to customer satisfaction – we aim to make all aspects of ordering as hassle free as possible, especially returns. If you spent over $99.00 (Australian shipping address only), you would have received a Free Return Label with your order, this means that if you receive any merchandise that you are unhappy with for any reason, you can return the item/s for free. Simply use the free returns label which you received in your order, return it to us within the time frame listed below in the condition that you received it and we will happily exchange size or refund. If you spent under $99.00 you would have received a small pre-addressed sticker with your order please affix this to your parcel to return. If this is the case, you will be responsible to pay for shipping your return back to us.

Size Exchanges (full price items) -100 days from date of purchase.

Size Exchanges (sale items) -30 days from date of purchase.

Refunds (full price items) – 100 days from date of purchase.

Refunds (sale items) – 30 days from date of purchase.

Feel confident, SurfStitch.com takes the risk out of ordering! In all cases, the returned items must be in their original condition, unless faulty.

Upon return of faulty goods, our returns department will assess and forward on to the manufacturer. If the item is being repaired, we will inform by email the RA number and estimated date of completion. The repaired item will then be posted back to you free of charge. If the item is being refunded, we will process this as usual, ensuring to have your refund as quickly as possible after assessment.

 

How do I return an item?

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 your invoice & enclose with your return merchandise. Be sure to complete all fields to ensure prompt turn around.

2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.

3. If you spent over $99.00 on your original order (Australia shipping address only), you would have received a free returns label in with your order. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label. If you spent under $99.00 you are required to pay for shipping your return back to us.

4. Attend your local Post Office and send to the labelled address. If you didn’t spend over $99.00 and therefore didn’t qualify for free return, we strongly suggest insured registered post as SurfStitch.com is not liable for lost return parcels.

5. SurfStitch.com will then gladly cover the cost of shipping your exchange.

 

I have lost my Invoice with the Returns Section. What do I do?

If this is the case don’t worry as our Customer Service Team can email or fax you another copy! Please contact us by emailCustomerService@SurfStitch.com, Phone 1800 172 208 or LiveChat via the Live Chat link on the home page

 

What happens to my return when it reaches SurfStitch?

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.

Refunds for credit card payments will be automatically issued to your bank account, please allow 2-5 business days for the refund to show in your account due to bank processing time.

Refunds for PayPal payments will be issued back to your PayPal account within 24 Hours of your email confirmation of return.

Refunds for Bank Deposit payments will be issued upon confirmation of your bank details. A member of our Customer Service team will email you requesting your bank details and process them within 24 hours.

In the unlikely event that you do not receive an email from us within 10 days of posting your order back to us, please contact our Customer Service Department and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.

 

Do you pay for my return shipping?

If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren’t happy with your choice of size, colour, style) and you qualified for free returns postage* you can send it back to us using the pre-addressed returns label. Customers that did not qualify for free returns will need to attend an Australia Post location to return their goods. We will however cover the cost of shipping the new item back to you.

 

*Free Returns label applies to original orders over $99.00 going to an Australian address

 

Please see our Returns Page for more details.

 

Where do I ship my return?

Use the pre-addressed shipping label or address the return yourself and send the item to:

SurfStitch Returns Department

Locked Bag 7

Gold Coast MC, QLD 9726

 

I returned an item and it was incorrectly processed?

We are very sorry if your request was not met. If you were expecting an exchange and received a refund instead this may have been because we did not have sufficient stock of the requested item. In this case we will attempt to contact you, however if no contact can be made we will process and return your funds as quickly as possible, so not to hold up your funds. You can then reorder another item that you may like in your own time. If you were expecting a refund and your request was not met, please contact our Customer Service Department.

 

Can I return items that we purchased as a gift?

Yes, you can return items that were either purchased for you as a gift or that you purchased for another person. Please follow the returns instructions above and ensure to tick on your returns form that it was a gift.

If a refund is being issued, it will go back to the card originally used on the order. If an exchange is being issued, it will be sent back to the shipping address unless stated otherwise.

 

Can I return items purchased with a Gift Certificate?

Yes, items that were purchased either in full or partially by a Gift Certificate can be returned for a refund or exchange. Please return as usual with the returns form filled out. If the order is being exchanged and an additional amount is owing, our Customer Service department will contact you regarding further payment.

1) If the order is being refunded, the credit will be put back onto your gift card. If you have lost your gift card details, please contact customer service.

For an order partially paid with a Gift Certificate, we will refund the other form of payment first, and the remainder will be credited back to your original gift card.

 

I used a promotional discount code on my order, will this apply to my exchange??

Please be aware of the minimum spend of your promotion. If returning items for a refund and your remaining order is no longer above this minimum threshold; you will also need to send the promotional gift back (in original condition) to receive a full refund. Promotional discounts will only be honoured providing size exchange requests are available. If you received a promotional discount on your order this will not be extended to any new order placed and you will only be refunded the discounted price paid for your returned item(s).

For more information visit SurfStitch