By James

Returns & Warranty Policy

Returns and Refunds Policy

At The Surfboard Warehouse, we are dedicated to providing high-quality products and ensuring an excellent shopping experience. Please carefully review this policy before making a purchase to understand your rights and our processes under New Zealand Consumer Law.

General Policy

  • Change of Mind
    We do not offer refunds, exchanges, or store credits for change-of-mind purchases. This includes situations where the item is no longer required, the wrong item was selected, or you decide you no longer want the product after purchase. Please take the time to carefully consider your selection before completing your purchase.

  • Sale Items
    All sale items are final sale and are not eligible for refunds or exchanges. However, in some cases, we may offer a store credit at our discretion after reviewing the product. Store credit will only apply in specific circumstances and is not offered for change of mind.

Consumer Guarantees and Faulty Products

Under New Zealand Consumer Law, you are entitled to a remedy if a product is faulty, defective, or not fit for its intended purpose. If your item has a fault or issue, we will work with you to resolve the problem, which may include:

  • Repairing the product.
  • Replacing the product with the same or a similar item.
  • Providing a refund if the fault cannot be resolved.

To lodge a claim, please contact us within 10 business days of receiving your order. Include your proof of purchase and, if possible, photos of the issue to help us process your claim quickly.

Warranty Claims

Some products are covered under a manufacturer’s warranty. For warranty claims, please refer to the specific terms provided with the product. Proof of purchase is required, and the claim will be assessed according to the warranty conditions.

Additional Information

  • Products must be returned in their original, unused condition, unless the issue relates to a manufacturing fault.
  • Customers are responsible for return shipping costs unless the product is faulty or incorrectly supplied.
  • Approved refunds (if applicable) will be processed to the original payment method and may take up to 7 business days to appear in your accoun

 

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 at warranty@tsbw.com.au if you have any questions about your return.

Warranty

 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, delamination, damage due to rough nature of sport, snaps & creases, damage caused by waves, forceful damage, compressions and dents, cracks, damage caused by accessories such as a leash, storage related damage including tie downs.
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, delamination, damage due to rough nature of sport, snaps & creases, damage caused by waves, forceful damage, compressions and dents, damage caused by accessories such as a leash, storage related damage including tie downs.
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 our 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, please email warranty@tsbw.com.au with your:

  1. Original invoice or order number
  2. The product you purchased
  3. Images of the issue
  4. Description of the issue

One of our customer service staff members will assess the claim and get in contact with you. Please DO NOT 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. 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.

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