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 the first 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 at  support@tsbw.co.nz if you have any questions about your return.

WARRANTY

All warranties covers consumer use only.

 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.
TSBW holds the right
to repair, exchange, or refund the defected product, not the customer. 

Warranties cover  consumer use only and general wear and tear.		 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.

Questions about your return or warranty?

Contact us at warranty@tsbw.com.au