At Aquapac SurfBoard Shop, we stand behind the quality of our water sports equipment and accessories. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition, unused, and with all tags attached
  • Original proof of purchase must be provided
  • Request must be made within 15 days of receiving your order
Non-Returnable Items: Due to hygiene and safety reasons, the following items cannot be returned or exchanged:
  • Bouyancy Vests (once removed from packaging)
  • Gloves (if packaging has been opened)
  • Construction and Repair Parts (special order items)
  • Any customized or personalized products

Return & Exchange Process

  1. Initiate Your Request: Email us at [email protected] with your return/exchange request within 15 days of receiving your order. Use the template below for your convenience.
  2. Wait for Approval: Our team will review your request and send you a Return Authorization Number (RAN) within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship Your Return: Send the package to our warehouse at:
    Aquapac SurfBoard Shop Returns
    78 Wynyard Street
    WEREBOLDERA, AU 2720

    Note: Return shipping costs are the responsibility of the customer unless the return is due to our error.

  5. Processing: Once received, we’ll inspect your item and process your refund or exchange within 3-5 business days.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Aquapac Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name] Reason for Return/Exchange: [Please specify]

Preferred Resolution:
[Refund / Exchange for (specify product if exchanging)]

Shipping Address:
[Your Full Name] [Your Address] [City, State, Postal Code] [Country]

Please let me know the next steps. I look forward to your response.

Best regards,
[Your Name] [Your Contact Information]

Refund Information

Once your return is approved and processed:

  • Timing: Refunds will be issued to your original payment method within 5-7 business days after we receive and inspect your return.
  • Method: Refunds will be processed through the same payment method used for purchase (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of shipping the replacement item to you.

Exchange Policy

If you need a different size, color, or product:

  • Follow the same return process above, clearly stating you wish to exchange the item
  • Once we receive your return, we’ll ship your replacement item
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If the exchange item is of lower value, we’ll refund the difference
Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

International Returns

For customers outside Australia:

  • All return shipping costs are the responsibility of the customer
  • Please clearly mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original customs duties or taxes

If you have any questions about our returns and exchanges policy, don’t hesitate to contact our friendly customer service team at [email protected].