By James
Returns & Warranty Policy
Change of Mind/Size
We accept exchanges on items for change of mind/size within 3 weeks of receiving product at our discretion. Must have proof of purchase and item must be in perfect condition (never been in water). TSBW reserves the right to reject a return. See special conditions for wetsuits and boards below.
Gift Cards
We do not accept refunds or returns on gift cards. Can not be redeemed for cash. Physical gift cards purchased in store are treated like cash and will not be replaced or refunded if lost.
Wetsuits
TSBW will exchange wetsuits for change of mind/size only if they are in perfect condition with proof of purchase. We will happily send you a replacement wetsuit once we have received the original item. Customers must pay for return postage and we will ship the replacement wetsuit for free on theΒ firstΒ exchange only for full priced items. If the wetsuit was purchased on sale for a discount of 30% off or higher there will be a $10 fee to send out the replacement wetsuit.
See the below table for wetsuit warranty terms.
Boards
It will be at the discretion of TSBW for the exchange of boards for change of mind/size only if they are in perfect condition with proof of purchase. It will be the responsibility of the customer to return the board. Original shipping costs will be considered when coming to a decision about your board return.
Please get in touch with our friendly support team atΒ warranty@tsbw.com.auΒ if you have any questions about your return.
Warranty
Β Warranty Reason |
Requirements | Excludes | Warranty Term |
Surfboards & SUPS (Excludes inflatables) | Warranty only covers faults/ damages that are directly attributed to a manufacturing defect. Damages/ faults will be deemed a manufacturing defect by TSBW only and not by the customer As stated by the Australian Consumer Law (ACL) TSBW holds the right to repair, exchange, or refund the defected product, not the customer |
second hand purchases, misuse. heat damage, damage due to rough nature of sport, snaps & creases Clearance items |
Within 3 months of receiving product |
Softboards, Body Boards, & iSUP Packages | Warranty only covers faults/ damages that are directly attributed to a manufacturing defect. Damages/ faults will be deemed a manufacturing defect by TSBW only and not by the customer As stated by the Australian Consumer Law (ACL) TSBW holds the right to repair, exchange, or refund the defected product, not the customer |
second hand purchases, misuse, heat damage, damage due to rough nature of sport, snaps & creases Clearance items |
Within 3 months of receiving product |
Wetsuits | Warranty only covers faults/ damages that are directly attributed to a manufacturing defect. Damages/ faults will be deemed a manufacturing defect by TSBW only and not by the customer As stated by the Australian Consumer Law (ACL) TSBW holds the right to repair, exchange, or refund the defected product, not the customer |
For further details on whats not covered under warranty for wetsuits: CLICK HERE |
Within 12 months of receiving product |
Paddles | Warranty only covers faults/ damages that are directly attributed to a manufacturing defect. Damages/ faults will be deemed a manufacturing defect by TSBW only and not by the customer As stated by the Australian Consumer Law (ACL) TSBW holds the right to repair, exchange, or refund the defected product, not the customer |
Snaps, breaks along the shaft, misuse, damage due to rough nature of sport Clearance items |
Within 3 months of receiving product |
Fin boxes | No warranty | N/A | N/A |
Accessories (Fins, Leg ropes, Pads, Covers, Other) | Warranty only covers faults/ damages that are directly attributed to a manufacturing defect. Damages/ faults will be deemed a manufacturing defect by TSBW only and not by the customer As stated by the Australian Consumer Law (ACL) TSBW holds the right to repair, exchange, or refund the defected product, not the customer |
Misuse, damage to rough nature of sport, wear & tear |
Within 3 months of receiving product |
The Surfboard Warehouse offers a manufacturer's warranty on all products sold. The warranty covers material and workmanship defects and will only be offered to the original purchaser.
Damage in Transit
Please read ourΒ freight terms and conditions. We highly recommend purchasing freight insurance to cover any damaged made in transit.
To make a warranty claim
To make a warranty claim, including damage in transit, pleaseΒ emailΒ warranty@tsbw.com.auΒ with your:
- Original invoice or order number
- The product you purchased
- Images of the issue
- Description of the issue
One of our customer service staff members will assess the claim and get in contact with you. PleaseΒ DOΒ NOTΒ return products to The Surfboard Warehouse store until your claim has been approved or you have been advised to do so by our customer service team.
Disclaimers
Warranty claims cover fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear & tear is not covered by our warranty policy. If the product is still under warranty then the repair will be at our expense including the freight to return the repaired or replacement product. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer.Β Skateboards and surfboards are prone to breaking in half or creasing when landing incorrectly, or simply due to the rough nature of the sport. Unfortunately, there is no warranty in this industry that covers such occurrences. Improper foot position, incorrect landing, or exceeding the limits are usually the culprits for snapped and creased boards, TSBW therefore, cannot take responsibility for it, and will not offer replacements for boards that have suffered a breakage or crease.