Refund policy

Effective Date: 24 April 2026

Refund Policy

1. Overview

We want you to enjoy your Surfocco products. This Returns & Refund Policy applies to purchases made directly through the Surfocco online store and does not apply to items purchased from third-party retailers. For retail purchases, please contact the store of purchase directly. Nothing in this Policy limits or excludes your rights under applicable consumer protection laws.

2. Change of Mind Returns

We accept change-of-mind returns subject to the following conditions: a return request must be made within 30 days of purchase; products must be unused, unopened, and in their original packaging; proof of purchase is required; customers are responsible for return shipping costs; original shipping charges are non-refundable unless required by law; we do not offer exchanges for online purchases; and we reserve the right to refuse returns that do not meet these conditions.

3. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged in transit, or incorrectly supplied, please contact hello@surfocco.com as soon as possible with your order number and details. Where a product is confirmed to be faulty or incorrectly supplied, we will provide a remedy in accordance with applicable consumer protection laws, which may include a replacement, repair where appropriate, or refund. Where required by law, reasonable return shipping costs will be reimbursed.

4. UK & EU — Right of Cancellation (Cooling-Off Period)

If you are purchasing from the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your goods without providing a reason. To exercise this right, you must notify us within 14 days of receiving the goods by contacting hello@surfocco.com, and you must return the goods within 14 days of notifying us. You are responsible for return shipping costs unless the goods are faulty. Where cancellation is exercised in accordance with applicable law, we will refund the product price and the cost of standard delivery where applicable, but we are not required to refund any additional delivery costs where a premium shipping option was selected. For hygiene and safety reasons, products that have been opened or unsealed after delivery may not be eligible for return where permitted by law.

5. Australia & New Zealand — Consumer Guarantees

Our goods come with guarantees that cannot be excluded under Australian Consumer Law and applicable New Zealand consumer protection laws. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, and 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. Nothing in this Policy limits your statutory rights.

6. United States & Canada — Consumer Rights

If you are purchasing from the United States or Canada, you may have rights under applicable state or provincial consumer protection laws. Nothing in this Policy limits those rights.

7. Refund Processing

To initiate a return, please contact hello@surfocco.com and include your order number, the product(s) you wish to return, and the reason for return. Once returned goods are received and inspected, we will notify you of approval or rejection. Approved refunds will be processed to the original method of payment, and processing times may vary depending on your payment provider.

8. Risk of Return

For change-of-mind returns, customers bear the risk of loss until the returned product is received by us, and we recommend using a tracked shipping service.

9. Retail Purchases

Products purchased from third-party retailers must be returned in accordance with the retailer’s return policy.