Surf Esteem Pty Ltd Returns and Exchange Policy
We want you to be stoked with your purchase!
If for some reason you’re not so stoked please read our Returns and Exchange Policy below carefully.
If you need help understanding something please call (08) 8557 7201 or email us at email@example.com. We are open 7 days a week Monday – Friday 9am-5:30pm, Thursday 9am-7pm (winter) and 9am-9pm (summer), Saturday 9am-5pm, Sunday 11am-5pm (closed for South Australian and Australian public holidays). We will respond to your email and requests as soon as we possibly can.
Please note that all online transactions completed on www.surfesteem.com are in Australian Dollars ($AUD) only.
Payment on www.surfesteem.com can be made by VISA, MasterCard, PayPal, Afterpay and Zip Pay. We take all reasonable care to make www.surfesteem.com as secure as we can make it. We use PayPal gateway services, a secure online payment gateway, to process all credit card transactions. In making payment on www.surfesteem.com you confirm that the credit card that is being used is yours. All credit card holders are subject to validation checks and authorisation by the card issuer. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the www.surfesteem.com.
We deliver Australia wide and in most cases internationally. Australian domestic shipping is through Australia Post. Shipping is calculated on weight and postcode using Australian Post calculations, unless you spend $100 in which case shipping is free within Australia (excluding surfboards, stand up paddle boards or any other item deemed to be excluded from free shipping by Surf Esteem Pty Ltd). International deliveries are calculated on size and weight of the product and location of delivery. The exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout. Orders are shipped within 1-2 business days of Surf Esteem Pty Ltd receiving and processing the purchase. Shipping times are estimated at 1-15 business days depending on destination country and location of delivery. All duty, taxes and customs charges are at the customer’s expense. Surf Esteem Pty Ltd highly recommends ensuring your postal address for the order is correct. Surf Esteem Pty Ltd takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss associated.
Surf Esteem Pty Ltd wants you to be stoked with your purchase. We are dedicated to keeping stock availability of products listed on our website up to date. In the event that an item is not available or we are unable to fulfil the order, we will notify you within 1-2 business days of Surf Esteem Pty Ltd receiving and processing the purchase to arrange an agreeable alternative item, a backorder for the item or a refund.
If notified before goods have been dispatched, Surf Esteem Pty Ltd can accommodate order cancellations. If items have been shipped, Surf Esteem Pty Ltd reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.
We want you to be stoked with your purchase, so please choose items carefully as we do not offer refunds if you change your mind or no longer want the item(s). We are very happy to exchange items or issue a credit (to be used online or instore). We do not exchange or refund on sale items unless the product is faulty. If your purchase has a major problem then you can chose an exchange or refund. A major problem is when the item;
-has a problem that would have stopped you from buying it if you had known about it
-is unsafe as result of the problem
-is significantly different from the sample or description
-doesn’t do what we said it would, or doesn’t do what you asked for and can’t easily be fixed
If the item is not major, we will repair the item within a reasonable time or give you a refund or replacement. Please keep your proof of purchase – for example your receipt.
HOW TO MAKE AN EXCHANGE OR RETURN
For all returns please email firstname.lastname@example.org within 7 days of receiving your order with the following information to request a Return Authorisation Number (RA#):
Purchase Date and Order Number:
Description of exchange or product fault: (e.g. size exchange or damaged good return)
Please include a copy/picture of your proof of purchase showing item purchase price.
Please include pictures of the fault for assessment by our team.
Once your exchange or return has been approved you will receive a RA#. Complete the Exchange or Returns Form included with your order and return post to the following address:
Surf Esteem Returns
Shop 4, Aldinga Central Shopping Centre
Aldinga Beach, 5173
All items must be unwashed, unworn, unused, in the original condition (with tags attached) and, where applicable, in the original packaging provided for that item (e.g. shoes returned in shoe box) to be considered for exchange or return.
PLEASE NOTE – there is no refund of the original postage and return postage is at your expense. We suggest you return post using a Registered Post service as Surf Esteem Pty Ltd takes no responsibility for lost, missing or damaged good on returned orders.