30 Day Returns + Exchanges
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 (If you adhear to our return conditions below).
Procedure for Returns:
All returns must be completed here: (PLEASE EMAIL INFO@UNDERGROUNDSKATE.CO.NZ AS WELL)
https://www.surveymonkey.com/r/customer-returns
Processing time:
Please allow 2 – 10 working days once we get the item 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.
Here are easy options available for our customers who would like to return a product:
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 fulfill 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.
Money Back Guarantee
Our money back guarantee is a key aspect of our business. If a customer has proof that they purchased the goods from Underground Surf within the last 30 days, they may obtain a refund. A refund will be made in the same tender as the original purchase. PLEASE NOTE FOLLOWING EXCLUSIONS. (Unless there is fault on our part, ie product images wrong, not in stock, warranty, mis-ship.)
If you credit credit card changes we cannot refund you. We can only offer a voucher.
We DO NOT offer any refund for any finance facilities these include Laybuy or Afterpay unless we are at fault.
We do not refund freight unless it is our fault.
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.
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.
Instore
Visit our store 306 Hibiscus Coast Highway Orewa MORE 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.
TERMS & CONDITIONS
If you are returning a Free Freight item for a Cash Refund, we will not refund our freight cost, which is a minimum of $10 or what you were charged. Even if you qualified for free freight.
We will not accept any claim for damage on any surfboard or sup after this has been signed by the customer. Inspect before signing.
We will not refund on any finance sale this includes laybuy, Afterpay or Q Card. We will only allow exchange or credit unless there is a mistake at our end in shipping or stock holding. If you select a prebook item we will not refund until after 7 days of the notified order date.
We will not accept returns of any sort from any international order.
We will cover the cost of return freight from our store to you on one exchange for size. Any further exchange in size will be charged at freight cost + $10 handling fee. We will not offer a refund after an exchange of size has taken place. This Excludes Surf / Sup boards, surf bags and international orders.
Should there be a miss-pick, the wrong item sent, the item is faulty, or the description/image is significantly wrong we will cover freight costs both ways or provide a refund.
Should you select an item that is marked as 'Pre-Book In XXX' and pay by Afterpay or Laybuy a 5% cancellation fee will apply that covers our costs if you cancel this because you did not read it correctly.
By selecting any item that is marked as Pre-Book you allow a grace period of 14 days from the original date before we will offer a refund.
Any item returned to us without swing tags, with pricing removed, or not 100% as it was shipped out to you will have a restocking fee of 10-30% depending on how that item is returned. This will be at our discretion.
We will not accept returns for any 'In Warehouse' customer order. This stock would have been brought in at a significant cost to meet your order.
We will not be responsible for any change of address that takes place after the order is processed. We will provide you the tracking details to contact the courier and arrange this.
We will not be responsible for the loss of any parcel where there is a shipping request to leave in a place, doorstep etc. Once the courier says it is delivered any claim for anything missing item will be between yourself and the courier company.
We will not issue any refund in the event of a delayed courier unless we are informed that it must be to you by a certain date and time. We cannot be responsible for lack or planning on your behalf.
We will provide courier details and tracking information upon sending the order. This is your responsibility to track this and ensure it comes. We are happy to assist but you must email us the order number.
Any special courier charges such as Saturday delivery or Rural delivery excess will not be refunded under any circumstances.
Returns will ONLY be accepted via our online portal. Any damage or loss of any returned item is at your risk. We strongly advise having it tracked and signed for.
Sale or Combo surfboards and sups will incur extra freight charges that match our cost prices for this. We will make contact with you. Items over 7'6 in length can only be sent to local main center depots. We cannot send these to Rural Delivery addresses. Home addresses will incur a surcharge.
Please note - we ask that the customer covers the return shipment fee unless we are at fault.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Undergroundsurf.co.nz / Undergroundskate.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.
