Return and Exchange policy
We truly hope that you love your new Surfdog purchases, however, we are here to help if you need to return an item.
If for any reason, you need to return your order, we are happy to offer a full refund. This does not apply to any items customised or embroidered.
In case of change of mind or wrong size purchases please return the unwanted item for a refund or exchange.
Please add a note or copy of invoice in the return parcel and enclose a prepaid self addressed return satchel so we can forward the exchange.
We are happy to send you an exchange as required as soon as we receive the return back. If you do not enclose a prepaid return satchel we will send an invoice/refund for redelivery price differences.
If you would like to receive an exchange item quickly then please just reorder as required and we will refund the unwanted return purchase as soon as we receive back. This speeds up the process of you receiving the correct goods.
Surfdog accepts returns within a 15 day period from receipt of goods date under the following conditions:
- Item(s) are unworn, unwashed, unused, in the original condition
- The returned item(s) are accompanied by a copy of the invoice or order confirmation or a note detailing the invoice number and what you require.
How to return an item:
For change of mind or size changes, please follow our returns process below:
- Please email us at firstname.lastname@example.org within 14 days of receiving your order and let us know your reason for return.
- Please neatly package with your note explaining your requirements, and lodge at an Australia Post facility over the counter within 15 days of receiving your delivery. Please retain your tracking number & Australia Post receipt for proof of lodgement. For International customers the same applies with the carrier of your choice. Please send to:
94 Murray Waters Boulevard, South Yunderup WA 6208
For faulty or incorrectly supplied Items:
Surfdog will pay for return shipping costs for faulty or incorrectly supplied items and offer a full refund or replacement of the goods. Simply email us at email@example.com
Once your return is received and inspected, we will process the refund and you will receive confirmation. Your refund will be processed within 7 days of when we receive the return, and a credit will be applied to your credit card or original method of payment, alternatively, you can choose to be issued with store credit.
Refunds will be processed via original payment method only (unless store credit is requested) and all refunds are processed in the original currency of the order ($AUD). Any conversion loss, will not be covered within the refund process. Store credit for returns/exchanges will be valid for 12 months from date of return.
Surfdog does not refund any initial shipping charges or additional charges, including customs, duties or sales taxes (these are not included in our prices).
Surfdog is not responsible for any returns lost in transit.
Returns outside of this period will not be accepted. Surfdog reserves the right to deny unauthorised returns that do not meet or follow our return policy and procedures.
Surfdog does not cover the cost of international or local returns, unless the garment is either faulty or the incorrect item has been sent.
If you require more information on returns or exchanges, please email us at firstname.lastname@example.org
Late or missing refunds
Please allow up to 10 business days for refunds to be processed, pending payment method/ financial institution. If you haven’t received a refund after 10 days, first check your bank account again and contact your credit card company. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet after 12 days, please contact us at email@example.com