Consumer remedies can also come from the law that applies to the business location and the destination state. This page does not claim that the policy satisfies every applicable law. Defective goods may have remedies beyond the store policy.
Eligibility
You can return a board within the return window if it is unused and in the condition it was delivered, or if it arrives damaged, defective, or different from the board you ordered.
Return window
14 days
Condition
For a change of mind, the board must be unridden, free of wax, dings, and repairs, and returned with the fins and any other parts that shipped with it. A damaged or defective board can be returned in the condition it arrived.
Packaging
Pack the board so it is protected for the whole trip. Use a board bag or equivalent padding inside a rigid carton, and mark the package as fragile.
Return shipping
The customer pays return shipping. SURFCOOL pays return shipping when the board is damaged, defective, or not the board that was ordered.
Damaged or defective boards
Photograph the problem and contact the store before you ship the board. After the board arrives back, SURFCOOL refunds the purchase price and the original outbound shipping, or sends a replacement when one is in stock.
Refund timing
The refund is sent within 14 days after the returned board is received and inspected.
Refund method
The refund is paid back to the original payment method.
Exchanges
You can exchange a board for another SURFCOOL board that is in stock. You pay any higher price. If the replacement costs less, the difference is refunded.
Cancellations
You can cancel an order before the board ships. After it ships, use this return process.
How to start a return
Use the contact page and include your order number and the reason for the return. Wait for confirmation, then ship the board to the return address on this page.
Return address
Weidenweg 6, 13591 Berlin-Spandau, Germany