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Returns
30 Day Underground Surf Return / Exchange Policy:
Occasionally, you may purchase a product that doesn't suit you or simply doesn't fit. Our 30 Day Right of Return* Policy allows you to shop with absolute confidence. If you are not 100% satisfied with your purchase, you can rest assured that we will happily accept returns for up to 30 days after you have made your purchase (please refer to our returns policy for more information).
Please note any re-ships will incur actual freight cost + a $10 handling fee.
Here are three options available for our customers who would like to return a product brought on Trademe:
1. Exchange
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Please note, as mentioned above, products returned or exchanged must be unused, in a resalable condition with original packaging.
While we do everything we can to make sure our stock levels are accurate at all times there may be occasions due to unforeseen circumstances where we are unable to fulfil your order or source a replacement product. If this should occur we will contact you and offer either a store credit for the value of your purchase or a full refund.
2. Credit Note
The issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from the Underground Surf website. Credit notes cannot be exchanged for cash and will not be generated for amounts less than $2.00.
3. Warranty / Repairs
If the returned product is deemed faulty in any way, and is still under warranty, then the repair will be at our expense. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair and postage will be charged to the customer. If you are unsure as to a products warranty please contact us. The best way to deal with any warranty is to email us a photo of the product to info@undergroundsurf.co.nz Please note surfboards / sup are not covered by warranty for breakage, fin plugs, De-lamination.
4. Instore
Visit our store 306 Hibiscus Coast Highway, Orewa Beach and bring the product in with your receipt. This is the preferred method especially for surfboards or bigger items if possible. If you are not visiting our area for a few weeks we are happy to discuss this.
Return shipping costs for anything other than Warranty, mis-ship or not accepted freight damaged orders will be the responsibility of the customer.
Procedure for Returns:
Send us an email: info@undergroundsurf.co.nz with details on:
Order Number
Your Name
Reason for Return
Desired exchange - Store Credit or Exchange.
Package your return in the original carton it arrived in (goods in a new and unmarked condition)
Send your return via an insured carrier to:
Underground Surf Returns
306 Hibiscus Coast Highway
Orewa
Auckland 0931
*Note a full refund will not be given on surfboards or sup's. We will deduct actual shipping costs from any refund. Any transport of the board back to us is at the risk of the customer and we will refuse any damaged goods. If you have an issue with a board we are more than happy to discuss with you and we want to see you have the correct product.
WE ARE UNABLE TO REFUND ANY CUSTOM SURFBOARD ORDERS OR SPECIALLY ORDERED ITEMS.
Processing time:
Please allow 2 – 10 working days for an exchange or a credit to be processed. Keep a record of your shipment until you have received your replacement, credit or refund. If you require your return to be processed sooner, please call and let us know.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Undergroundsurf.co.nz In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.