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RETURNS FAQ

 


QUESTIONS

Returns FAQ

What Is your Returns Policy? 

How do I return an item? 

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

What happens to my return when it reaches Surf Dive 'n' Ski? 

Do you pay for my return shipping? 

Where do I ship my return? 

I have been refunded the wrong amount? 

I returned an item and it was incorrectly processed? 

Can I return items that we purchased as a gift? 

Can I return items purchased with a Gift Certificate?

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

 

 

ANSWERS

 Returns FAQ

What Is Your Returns Policy? 

Surf Dive 'n' Ski is committed to customer satisfaction- we aim to make all aspects of ordering as hassle free as possible, especially returns. 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 refund the item.*. 

Refunds (full price items^) -100 days from date of purchase 

Refunds (sale items) -30 days from date of purchase 

Feel confident, Surf Dive 'n' Ski takes the risk out of ordering! In all cases, the returned items must be in their original condition, unless faulty.

 

^Sale items can be refunded after 30 days if the product is faulty under warranty or the incorrect item was received.

 

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 Returns section on the lower part of 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. Affix the pre-addressed label to your package, making sure you cover or remove original shipping label. 

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 Surf Dive 'n' Ski is not liable for lost return parcels. 

5. Surf Dive 'n' Ski will then gladly cover the cost of shipping your new product via eParcel. 

 

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 email CustomerService@boardsportsretail.com.au, Phone 1800 112 804 or LiveChat 

 

What happens to my return when it reaches Surf Dive 'n' Ski? 

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 damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item. 

In the case of reimbursement of shipping, a receipt is required to be sent with the return. 

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) then we ask that you pay for the cost of returning that item to us. We think that's only fair. We will however cover the cost of shipping the new item back to you. 

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: 

Surf Dive 'n' Ski Returns Department 

Locked Bag 7

Gold Coast MC, QLD 9726

 

I have been refunded the wrong amount? 

We are very sorry if the amount refunded was incorrect and are more than happy to fix this for you. Please contact our Customer Service Department (CustomerService@boardsportsretail.com.au) and we will sort it out straight away. Please ensure you have your order number or name at the ready so we can find the relevant information to help you as quickly as possible. 

 

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 otherwise advised.

 

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? 

If you need to return items purchased using a promo discount code we will gladly apply the promo discount again provided you are swapping sizes on the original goods purchased. If you want to exchange your order for different items then unfortunately the promo discount will no longer apply and the new items will be charged at the advertised price.  

 

 

If you have any further questions, please contact customer service on:

Email: CustomerService@boardsportsretail.com.au

Phone: 1800 112 804 or +617 5507 0912

Or go to the LiveChat tab on the right edge of the screen.