*FREE SHIPPING FOR ORDERS OVER $75 (not including surfboards)

Returns Policy

Our Return Policy is in addition to your rights under Australian Consumer Law.

ONLINE STORE RETURN POLICY

Undergroundsurf.com.au recognises that online buying is different from buying in-store. Because we want you to love whatever you order from our store, we offer an easy and generous return policy. If you change your mind about an item purchased on Undergroundsurf.com.au, you are entitled to a refund within 31 days of purchase, provided the item meets the following conditions: 

  • Proof of purchase provided;
  • Swing tickets and hygiene stickers attached;
  • Garment or item is in original condition, unworn and unwashed;
  • Copy of correspondence with Underground Surf regarding return.

Please ensure that swimwear and bottoms are tried on over your own underwear. For hygiene purposes, we may refuse returned items where we have reason to believe this has not been done.

Note: postage paid for the original delivery will not be refunded unless the item is deemed faulty.

EXCHANGES

Undergroundsurf.com.au does not offer exchanges on online purchases. If you wish to return your order and receive another item, please place a new order for this item.

RETURNING YOUR ONLINE PURCHASE

We do not accept responsibility for customer-sent return packages, so it is advised that when returning item(s) that meet the above required criteria, customers should select a service that provides tracking. We will issue a refund only when we receive the package with the returned item(s) conforming to the requirements above.

Please Note : Duty, tax and/or delivery costs incurred on a returned order is at the customers’ expense and cannot be refunded unless the returned item(s) are deemed faulty by an Underground Surf representative.

RETURNS ADDRESS:

Please direct all returns to:

Underground Surf
Shop 5, 9 Hastings Street Noosa Heads QLD 4567 Australia

REFUND PAYMENTS

Refunds will be processed within 5 business days of Underground Surf receiving and accepting the return parcel. Notification will be sent to the nominated email address at the time of this transaction.

Please note : Underground Surf cannot be held accountable for banking institution processing timeframes.

IN-STORE PROCESSING OF ONLINE RETURNS

Underground Surf can accept goods for refund at our Hastings Street store, however refunds can’t be processed in-store. Goods returned in this manner should adhere to the requirements listed above. Any refund requested for an online purchase at our store will be processed within 5 business days.

IN-STORE PURCHASE RETURN POLICY

Underground Surf does not offer refunds for change-of-mind for in-store purchases. However, exchanges or credit notes can be provided within 14 days of original purchase, provided the item meets the following conditions:

    • Proof of purchase provided;
    • Swing tickets and hygiene stickers attached;
    • Garment or item is in original condition, unworn and unwashed.

Please ensure that swimwear and bottoms are tried on over your own underwear. For hygiene purposes, we may refuse returned items where we have reason to believe this has not been done.

Credit notes are valid for 12 months from issue date.

FAULTY GARMENTS/PRODUCTS

As per Australian Consumer Law, you are entitled to a full refund for a faulty product.

Underground Surf reserves the right to assess the age and condition of returned merchandise that has been worn prior to processing a refund or exchange for a faulty garment.

Unless the merchandise is deemed a genuine manufacturers fault, exchanges, refunds or credit notes will not be provided after use.

Note that lycra (the material used for most swimwear, rashies, etc) is a particularly sensitive fabric and requires delicate care.

RETURNING FAULTY PRODUCTS

Before returning the garment, please email us at kirra@ undergroundsurf.com.au with the details of the fault.

Include clear photos of a) the garment, b) the fault, and c) proof of purchase.

We will respond promptly with authorisation, and guide you further.

TERMS & CONDITIONS

This document sets out the Terms & Conditions of purchasing on undergroundsurf.com.au.

All rates are in Australian dollars (AUD).

Underground Surf reserves the right to reject the return of goods which are not returned in accordance with our Return Policy.

Underground Surf cannot be held accountable, or provide refunds or exchanges, for purchases made outside of our Underground Surf Retail Store or on undergroundsurf.com.au

If you do not understand the Terms & Conditions outlined above, or if you have any questions, please contact us at 07 5455 4444.

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