Refund policy
Returns & Refunds Policy
Adventure Bay Surf Shop
We hope you’re happy with your purchase. If something isn’t right, please contact us and we’ll do our best to help.
Online Orders
If you purchase from us online, you have the right to cancel your order and return eligible items within 14 days of receiving your order.
Once you tell us that you wish to cancel or return an item, you then have 14 days to send the goods back to us.
Items should be returned unused, in their original condition and, where possible, with their original packaging and tags attached. You may handle an item as you reasonably would in a shop to decide whether it is suitable, but we may reduce the refund if an item has been used or handled beyond what is necessary and its value has been reduced.
Return Shipping
Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of returning goods to us.
We recommend using a tracked or insured postal service, as we cannot take responsibility for returned parcels until they reach us.
Original standard delivery charges will be refunded where required when you cancel the whole order within the statutory cancellation period. Additional delivery costs resulting from choosing an enhanced or express delivery service are not refundable beyond the cost of our standard delivery option.
Refunds
Once your return has been received and checked, we will process your refund to your original payment method.
Where you exercise your statutory right to cancel an online order, refunds will be made within 14 days of us receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
If you need a different size or product, please contact us. Where possible, we’ll be happy to arrange an exchange, subject to availability.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or you receive the wrong item, please contact us as soon as possible.
Your statutory rights under the Consumer Rights Act 2015 are unaffected by this policy. Where goods are faulty or not as described, we will provide the appropriate remedy and cover reasonable return costs where applicable.
Wetsuits, Swimwear & Similar Items
Wetsuits may be tried on carefully for fit but must not have been used in the water if being returned because you have changed your mind.
For hygiene reasons, swimwear should be tried on over underwear and any hygiene protection must remain intact. We may be unable to accept a change-of-mind return where hygiene seals have been removed or broken.
This does not affect your statutory rights if an item is faulty.
Surfboards
Surfboards returned because you have changed your mind must be unused and returned in their original condition.
Please inspect surfboards as soon as they arrive. If a board appears to have been damaged during delivery, contact us promptly and provide photographs of the board and packaging so we can resolve the issue.
Personalised or Custom Products
Products made or personalised specifically for you may not be eligible for cancellation or return simply because you have changed your mind.
This does not affect your rights where an item is faulty, damaged or not as described.
In-Store Purchases
The statutory right to cancel an online purchase does not apply to purchases made in our physical shop simply because you have changed your mind.
Any change-of-mind return or exchange for an in-store purchase is therefore subject to our in-store returns policy.
Your statutory rights for faulty or misdescribed goods are unaffected.
How to Make a Return
Before returning an online order, please contact us with your name and order number so we can identify your return.
Email: dan@adventurebay.co.uk
Returns should be sent to:
Adventure Bay Surf Shop
Unit 1 Moorlands
Channon Road
Saltash
Cornwall
PL12 6NZ
United Kingdom
We recommend obtaining proof of postage and using a tracked service for your return.
Your Statutory Rights
Nothing in this returns policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.