SurfHQ Returns & Refunds Policy

Effective Date: 01 October 2025

At SurfHQ, we want you to love your purchase! If you’re not completely satisfied, we’ll do our best to make it right. This policy outlines how returns, exchanges, and refunds are handled for online and in-store purchases in accordance with the Consumer Protection Act of South Africa (CPA).

1. Eligibility for Returns

To qualify for a return or exchange:
- The item must be unused, unwashed, and in its original packaging.
- Returns must be requested within 7 days of receiving your order.
- Proof of purchase (order confirmation or receipt) is required.
- Returns must be pre-authorised by SurfHQ — please contact our team before sending items back.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Swimwear, undergarments, and personal protective gear
- Wax, sunscreen, or consumable items
- Gift cards or promotional vouchers
- Sale or clearance items (unless defective)

3. How to Request a Return

To initiate a return:
1. Email info@surfhq.co.za or WhatsApp  +27 83 273 6792 with your order number and reason for return.
2. Our team will confirm eligibility and issue return instructions.
3. Pack the item securely in its original packaging.
4. Ship via your preferred courier or drop off at our Durban location (if applicable).

Please note: customers are responsible for return shipping costs unless the item is defective or we sent the wrong product.

4. Refunds

- Once we receive and inspect your return, you’ll be notified via email.
- If approved, refunds will be processed to your original payment method within 5–10 business days.
- Shipping fees are non-refundable unless the return is due to a SurfHQ error.
- If you paid via PayFast or Pay Just Now, please allow additional processing time depending on your bank.

5. Exchanges

Need a different size or product?
- Exchanges are offered for the same item in a different size or colour (subject to stock availability).
- If the replacement is not available, we will process a refund instead.

6. Damaged or Defective Items

We take great care to ensure quality control. If your item arrives damaged or faulty:
- Contact us within 48 hours of delivery.
- Send clear photos of the product and packaging.
- We’ll replace, repair, or refund the item at no extra cost.

7. Incorrect Orders

If you receive the wrong product, please notify us immediately. We will arrange collection and replacement at our cost.

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:
1. Check your bank account again.
2. Contact your payment provider (PayFast / Pay Just Now)
3. If still unresolved, contact info@surfhq.co.za and we’ll assist.

9. Contact Information

For any returns, exchanges, or refund queries, reach out to:
Email:                     info@surfhq.co.za
Address:                65 Sylvester Ntuli Rd, South Beach, Durban, South Africa