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Refund policy

Return and Refund Policy

Effective Date: February 1, 2025

 

 

1. Introduction

At Surf Performance Recovery ("we," "us," or "our"), we aim to provide a seamless and transparent shopping experience for our customers. This Return and Refund Policy outlines the terms and conditions for returns, refunds, and exchanges of products purchased from our website, https://www.surfperformancerecovery.com ("Website"). 

 

 

2. Questions or Support

For help with returns and refunds or any questions about this policy, please contact our Customer Service team via Phone or Email:

 

 

3. Return Eligibility

Customers within our shipping zones in the United States are eligible to return their purchase within 30 days of receipt, subject to the conditions outlined below. See our Shipping Policy for current shipping destinations.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.

  • Proof of Purchase: A receipt or proof of purchase is required.

3.2 Restocking Fee

  • All eligible returns are subject to a 35% restocking fee, which will be deducted from your refund. This fee covers processing, packaging, and supplier return costs.

  • Exceptions to this Restocking Fee include defective or incorrect items. See Section 6. Specific Return and Refund Conditions for full details.


Items listed as non-returnable in Section 7. Exceptions to the Return Policy are not eligible for return under any circumstances.

 

 

4. Return Process

4.1 Initiating a Return

To initiate a return:

  • Contact Customer Service:

    • Email us at shop@surfperformancerecovery.com within 30 days of receiving your order. Provide your order number and a detailed reason for the return.

    • Use email subject line “Return Request for Order #<insert-your-order-number>”.

  • Return Authorization:

    • After reviewing and approving your request, we will provide detailed return instructions. If applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label will also be provided.


4.2 Preparing Your Return

  • Package the Item Safely:

    • Securely pack the item in its original packaging.

    • Ensure all accessories, manuals, and free gifts are included.

  • Include Documentation:

    • Include the return authorization form and any necessary supporting documents or images.

  • Attach Shipping Label:

    • Download and print the return shipping label provided to you in our email.

    • Affix the label to the outside of the package.


4.3 Shipping the Return

  • Shipping Method:

    • Use a trackable shipping method to ensure your package arrives safely.

  • Return Window:

    • Ship the item within 7 days after receiving the return authorization.

 

 

5. Return Shipping Costs

  • Customer Responsibility:

    • All return shipping costs are the responsibility of the customer, unless specific below in Section 6. Specific Return and Refund Conditions.

 

 

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:

    • Items must be unused, undamaged, and in original packaging.

    • Return request must be made within 30 days of receipt.

  • Refund & Restocking Fee:

    • A refund will be issued to the original payment method, minus a 35% restocking fee. This fee helps cover processing, packaging, and supplier return costs.

6.2 Defective or Damaged Goods

  • Notification:

    • Email us at shop@surfperformancerecovery.com within 48 hours of receiving the item.

    • Use email subject line “Return Request - Defective/Damaged - Order #<insert-your-order-number>”

  • Documentation:

    • Provide photos or videos of the defect or damage.

  • Resolution:

    • If defect or damage is confirmed, we will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification:

    • Email us at shop@surfperformancerecovery.com within 48 hours of receiving the item.

    • Use email subject line “Incorrect Product Order #<insert-your-order-number>”

  • Resolution:

    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product or a full refund.

6.4 Product Never Arrived

  • Notification:

  • Resolution:

    • We will initiate an investigation with the carrier.

    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment:

    • You can cancel your order for a full refund if it has not yet been shipped.

  • After Shipment:

    • If the order has already been shipped, please follow the return procedure after receiving the product.

 

 

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:

    • Items made to your specifications or clearly personalized.

  • Perishable Goods:

    • Such as food, flowers, newspapers, or magazines.

  • Intimate or Sanitary Goods:

    • Including underwear, swimwear, and personal care items, unless unopened and unused.

  • Gift Cards and Downloadable Software Products.

 

 

8. Refunds

8.1 Refund Conditions

  • Approval:

    • Refunds are issued after we receive and inspect the returned item.

  • Notification:

    • We will notify you via email regarding the approval or rejection of your refund.

  • Condition:

    • Items must meet the return eligibility criteria outlined in Section 3. Return Eligibility and Section 6. Specific Return and Refund Conditions.

8.2 Refund Processing

  • Method:

    • Refunds will be processed to the original payment method used at the time of purchase.

  • Time Frame:

    • It may take up to 7 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:

    • Items not in original condition, damaged, or missing parts for reasons not due to our error.

 

 

9. Exchanges

  • Eligibility:

    • We replace items if they are defective, damaged, or incorrect.

  • Process:

  • Shipping Costs:

    • For defective or incorrect items, we cover the shipping costs.

    • For exchanges due to change of mind, customers are responsible for shipping costs.

 

 

10. Timelines

  • Return Window:

    • Returns must be requested within 30 days of receiving the product.

  • Return Processing:

    • After receiving and inspecting the returned item, we will process the refund within 7 days.

  • Refund Period:

    • It may take up to 7 days for the refund to appear in your account after processing.

 

 

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 

 

12. Contact Information

For more information, please contact our Customer Service team:

 

 

Surf Performance Recovery

 

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