Last Updated: [Insert Date]

At Surf Gear Shop, we want you to be as stoked with your gear as you are catching the perfect wave. If something isn’t right with your order, we’ve got your back with our hassle-free returns process.

Our Return Promise

We accept returns within 15 days of receiving your order for most items (see exceptions below). Your item must be:

  • In original condition (unused, with tags attached)
  • In its original packaging
  • Accompanied by proof of purchase

⚠️ Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Surf Wax (once opened or used)
  • Surfboard Ding Repair Kits (opened packages)
  • Personalized or custom items

All swimwear and wetsuits must be returned with original hygiene liner intact.

How to Return Your Items

Step 1: Request a Return

Email our support crew at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you want an exchange or refund

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Body:
Hi Surf Gear Shop team,

I’d like to return the following item(s) from my order #[Your Order Number]:
– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)

Reason for return: [Change of mind/Item faulty/Wrong item received/etc.]
I would like: [Refund/Exchange for [Product Name]]

Please advise next steps.

Thanks,
[Your Full Name]
[Your Contact Number]

Step 2: Package Your Items

Once approved, repackage your items securely in the original packaging. Include all tags, accessories, and documentation.

Step 3: Ship Your Return

We’ll provide a return shipping address (usually our Nottingham warehouse). Please note:

  • For faulty items: We’ll cover return shipping costs
  • For change of mind: You’re responsible for return shipping

We recommend using a tracked shipping service. The item is your responsibility until it reaches our warehouse.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when processed

Depending on your bank, it may take 5-10 business days for the refund to appear on your statement.

Exchanges

Want to swap for a different size or product? Here’s how:

  1. Follow the return process above
  2. In your return request, specify what you’d like to exchange for
  3. Once we receive your return, we’ll ship the replacement item

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

International Returns

For our global surf community (excluding certain Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs fees for returned items are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Need Help?

Our surf-savvy support crew is here to help with any return questions. Drop us a line at [email protected] or paddle over to our Nottingham shop at 52 King St, Nottingham, GB NG7L 8IU.

Now that the paperwork’s sorted… back to the stoke! 🤙

– The Surf Gear Shop Team