Refund policy

RETURNS & EXCHANGES POLICY

At Salt Water Surf Co., we want you to love your purchase. If something isn't quite right, we're happy to assist with returns and exchanges in accordance with the conditions outlined below.

This policy applies to purchases made in-store and online, including international orders.

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable consumer protection laws.

1. IN-STORE PURCHASES

Items purchased in-store may be returned or exchanged within 14 days of the purchase date, provided they meet our voluntary change-of-mind return conditions.

Proof of purchase is required.

Returns and exchanges are subject to the exclusions and conditions outlined in this policy.

Your statutory consumer rights remain unaffected.

2. ONLINE PURCHASES

For online orders, change-of-mind return requests must be submitted within 28 days of the purchase date, unless a different or longer period is required by applicable law.

To request a return or exchange, please email info@saltwatersurfco.com.au with:

  • Your order number

  • The item you wish to return

  • Your reason for requesting the return

Please contact us before posting any items back so we can provide the appropriate return instructions.

For voluntary returns, approval must be obtained before sending the goods.

Statutory cancellation, withdrawal and consumer guarantee rights are not subject to discretionary management approval.

3. CHANGE-OF-MIND RETURN CONDITIONS

For voluntary change-of-mind returns and exchanges, items must:

  • Be unworn, unused and unwashed

  • Be in their original condition

  • Have all original tags attached

  • Have no tags removed, altered, torn or written on

  • Be returned in their original packaging, where applicable

  • Be accompanied by proof of purchase

Items showing signs of wear, washing, use, damage or alteration may be declined for voluntary change-of-mind returns.

Items excluded from voluntary returns

We do not offer voluntary change-of-mind returns, refunds, exchanges or store credit for:

  • Swimwear

  • Earrings

  • Toe rings

  • Body care products

  • Cosmetics and personal care products

These exclusions apply to voluntary change-of-mind returns only.

They do not override any mandatory consumer rights, including statutory withdrawal or cancellation rights where applicable.

4. SALE, CLEARANCE & PROMOTIONAL ITEMS

ALL SALES ARE FINAL FOR SALE AND CLEARANCE STOCK, SUBJECT TO YOUR STATUTORY RIGHTS.

Discounted merchandise, sale items, clearance items, promotional items and products marked Final Sale are not eligible for voluntary change-of-mind refunds, exchanges or store credit.

This includes items purchased during promotional events or using promotional discounts where identified as final sale.

However, sale and discounted items remain covered by applicable consumer protection laws.

Under Australian Consumer Law, customers may still be entitled to a repair, replacement or refund where goods fail to meet a consumer guarantee.

Where mandatory international consumer laws provide cancellation, withdrawal or refund rights, those rights take precedence over this final-sale condition.

5. FOOTWEAR RETURNS

For voluntary change-of-mind returns, footwear must:

  • Be unworn and in original condition

  • Have no marks or wear on the soles

  • Be returned with its original shoe box and packaging

  • Have all original tags and accessories included

We recommend trying footwear on indoors, preferably on a clean, soft surface.

Returns may be declined where footwear has been worn outdoors, shows signs of use or has damaged or altered packaging.

Please do not tape, write on or attach shipping labels directly to the original shoe box.

These conditions do not restrict statutory consumer rights.

6. SUNGLASSES RETURNS

For voluntary change-of-mind returns, sunglasses must:

  • Be unworn and in original condition

  • Be free from scratches, marks or damage

  • Include their original case, packaging and accessories

  • Have original tags attached, where supplied

Returns may be declined if sunglasses show signs of wear, damage or missing accessories.

Statutory consumer rights remain unaffected.

7. AUSTRALIAN RETURNS & EXCHANGES

For Australian customers, return shipping costs for approved voluntary change-of-mind returns are the customer's responsibility.

Online purchases may also be returned directly to our store with proof of purchase, subject to this policy.

For voluntary exchanges, customers are responsible for any additional shipping costs unless otherwise agreed.

Where goods fail to meet a consumer guarantee under Australian Consumer Law, customers are entitled to the remedies provided by law.

Depending on the circumstances, these may include a repair, replacement or refund.

For major failures, customers may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.

Reasonable return shipping costs will be reimbursed where required by law.

8. INTERNATIONAL RETURNS

We accept international return requests in accordance with this policy and any mandatory consumer protection laws applicable to the purchase.

International customers should contact info@saltwatersurfco.com.au before returning goods.

Unless otherwise required by applicable law:

  • Customers are responsible for return shipping costs for voluntary change-of-mind returns.

  • Returns must be sent using a tracked postal or courier service.

  • Customers are responsible for suitable protective packaging.

  • Customers should retain their tracking number and proof of postage.

  • Customers are responsible for loss or damage during customer-arranged return transit, except where applicable law provides otherwise.

  • Return parcels must be accurately declared as returned merchandise for customs purposes.

  • Customers are responsible for return-related customs charges or fees legally payable by them.

Please do not send returns using a shipping service that requires Salt Water Surf Co. to pay unexpected charges upon delivery without prior agreement.

Where a return is required because goods are faulty, incorrectly supplied or otherwise do not comply with applicable consumer protection laws, return arrangements and costs will be handled in accordance with those laws.

8.1 EUROPEAN UNION CUSTOMERS

Where European Union consumer protection law applies, eligible customers purchasing online generally have a statutory right to withdraw from their purchase without giving a reason.

Statutory withdrawal period

Customers generally have 14 days from receiving their goods to notify us that they wish to withdraw from their purchase.

For orders delivered in multiple separate parcels, the withdrawal period may begin when the final parcel is received, as required by applicable law.

Customers must return the goods within 14 days of notifying us of their withdrawal, unless otherwise agreed.

How to exercise your withdrawal right

Customers may notify us by emailing info@saltwatersurfco.com.au with their name, order number and a clear statement that they wish to withdraw from the purchase.

Customers may also use the model withdrawal form provided at the end of this policy.

A reason for withdrawal is not required.

Refunds

Where a valid statutory withdrawal is exercised, we will refund the amounts required by applicable law, including the purchase price and the original standard delivery charge where required.

If a customer selected a more expensive delivery method, such as express shipping, we are not required to refund the additional amount above the least expensive standard delivery option offered, unless applicable law requires otherwise.

Refunds will generally be made within 14 days of receiving notification of withdrawal.

Where permitted by law, we may withhold reimbursement until we receive the returned goods or the customer provides evidence of having sent them back, whichever occurs first.

Refunds will be made using the original payment method unless otherwise agreed.

Return shipping

Customers are responsible for the direct cost of returning goods to Australia where this responsibility has been properly disclosed before purchase, unless applicable law requires otherwise.

Product condition

Customers may inspect and try on products as they reasonably would in a physical store.

Where permitted by law, a deduction may be made for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Withdrawal exceptions

Certain products may be exempt from statutory withdrawal rights where a specific legal exception applies.

This may include qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery.

Swimwear, earrings, cosmetics and other product categories are not automatically exempt simply because of their category.

Sale and discounted products are not automatically excluded from statutory withdrawal rights.

All exceptions will be applied only where legally permitted.

8.2 UNITED KINGDOM CUSTOMERS

Where United Kingdom consumer cancellation laws apply, eligible online customers generally have:

  • 14 days after receiving their goods to notify us of cancellation

  • A further 14 days after cancellation to return the goods

For qualifying cancellations, refunds, standard delivery charges, return postage responsibilities and any applicable exemptions will be handled in accordance with UK consumer protection law.

Customers can notify us by emailing info@saltwatersurfco.com.au with a clear cancellation request.

Sale items are not automatically excluded from statutory cancellation rights.

This section applies where UK consumer cancellation law governs the transaction.

8.3 BRAZIL CUSTOMERS

Where Brazilian consumer protection law applies, customers purchasing online may exercise their statutory right of withdrawal within seven days of receiving their goods, without providing a reason.

To exercise this right, customers should email info@saltwatersurfco.com.au within the applicable statutory period.

Where a valid statutory withdrawal is exercised:

  • Refunds will be provided in accordance with applicable Brazilian consumer protection law.

  • Original delivery charges will be refunded where required by law.

  • Return shipping costs and arrangements will be handled in accordance with applicable law.

  • Any mandatory refund timeframes and procedures will be followed.

Our standard voluntary change-of-mind exclusions, including those relating to sale items, swimwear, earrings and other excluded categories, do not override mandatory statutory rights.

8.4 NEW ZEALAND, CANADA, UNITED STATES, SAUDI ARABIA & OTHER INTERNATIONAL CUSTOMERS

For customers in New Zealand, Canada, the United States, Saudi Arabia and other international destinations, our standard voluntary change-of-mind policy applies unless mandatory local consumer protection laws provide additional or different rights.

Where applicable law provides a statutory cancellation, withdrawal, refund, repair, replacement or warranty right, that right takes precedence over any conflicting condition in this policy.

Any mandatory statutory deadlines, exceptions or return cost requirements will be followed.

9. INTERNATIONAL IMPORT DUTIES, TAXES & CUSTOMS

International orders may be subject to import duties, taxes, customs processing fees and other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in our product prices or shipping charges.

Customers are responsible for applicable import charges except where Salt Water Surf Co. is legally required to collect, pay or account for them.

Where we are required to collect or prepay import charges, the applicable arrangements will be disclosed as required by law.

Refused Deliveries & Unpaid Customs Charges

If a customer refuses delivery or declines to pay applicable import charges and the parcel is returned to Australia, actual return shipping costs, customs charges or carrier fees may be deducted from any refund only where permitted by applicable law.

Any remaining refund will be assessed in accordance with the customer's statutory rights and the circumstances of the return.

We do not guarantee that customs authorities or shipping carriers will return parcels where import charges remain unpaid.

Customers should contact us before refusing a delivery so we can discuss available options.

Nothing in this section limits any statutory cancellation, withdrawal or consumer guarantee rights.

10. DAMAGED, INCORRECT OR FAULTY ITEMS

Please inspect your order when it arrives.

If an item is damaged, defective, incorrect or not as described, please contact us as soon as reasonably possible.

We ask that customers report issues within seven days of delivery where reasonably possible, so we can investigate promptly.

However, this is a request only.

Failure to notify us within seven days does not remove or limit any statutory consumer rights, including rights relating to faults discovered later.

Please provide:

  • Your order number or proof of purchase

  • A description of the issue

  • Photographs showing the issue, where reasonably possible

We will assess the matter in accordance with applicable consumer protection laws.

Depending on the nature of the problem and the applicable law, customers may be entitled to a repair, replacement, refund or other remedy.

Where required by law, reasonable return shipping costs for faulty, defective or incorrectly supplied goods will be covered or reimbursed.

We may request that goods be returned for inspection where reasonable and legally permitted.

11. REFUND PROCESSING

Approved voluntary change-of-mind returns are generally inspected and processed within three business days of receiving the returned goods.

Refunds will be issued to the original payment method wherever possible.

The time taken for refunded funds to appear in a customer's account depends on their bank or payment provider.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns unless otherwise agreed or required by applicable law.

Where statutory cancellation, withdrawal or consumer guarantee rights apply, refunds will be processed within the timeframes and under the conditions required by law.

Any permitted deductions will be explained to the customer.

12. EXCHANGES

Exchanges for voluntary change-of-mind returns are subject to product availability and the conditions of this policy.

If the requested replacement item is unavailable, we will discuss available alternatives, which may include a different product or another agreed resolution.

Any price differences and additional shipping costs for voluntary exchanges are the customer's responsibility unless otherwise agreed.

Statutory rights to replacement goods or other remedies remain unaffected.

13. MODEL WITHDRAWAL FORM — EU & UK CUSTOMERS

Customers may use this form to notify us of a statutory withdrawal or cancellation where applicable.

Use of this form is optional. A clear cancellation statement sent by email is also acceptable.

To: Salt Water Surf Co.

Email: info@saltwatersurfco.com.au

I hereby give notice that I wish to withdraw from my contract of sale for the following goods:

Order number: ____________________

Product(s): ____________________

Ordered on: ____________________

Received on: ____________________

Customer name: ____________________

Customer address: ____________________

Date: ____________________

Please email the completed information to info@saltwatersurfco.com.au.

14. CONTACT US

For returns, exchanges, cancellations, faulty products or warranty enquiries, please contact:

Salt Water Surf Co.

Email: info@saltwatersurfco.com.au

Website: www.saltwatersurfco.com.au

Our team will assist with your enquiry in accordance with this policy and applicable consumer protection laws.

YOUR STATUTORY RIGHTS

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For international purchases, any additional mandatory consumer rights applicable to the transaction remain unaffected by this policy.