Refund policy
Return & Refund Policy
Thank you for shopping at SW Surf Shop. If you are not entirely satisfied with your purchase, we’re here to help.
Returns
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to start a return:
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Contact us at hello@swsurfshop.com to request approval.
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Please state your order number and the item you wish to return.
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Once approved, send your package to: SW Surf Shop, Rua 25 de Abril, 101, Lj.4, 8670-088 Aljezur, Portugal.
Note: Items sent back to us without first requesting a return will not be accepted.
Exceptions & Non-Returnable Items
Due to hygiene and safety standards, certain items cannot be returned:
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Personal Care Goods: Sun creams, sticks, and other skincare products cannot be returned once the seal is broken or the product is used.
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Swimwear & Wetsuits: Swimwear and Wetsuits must be returned with the original hygiene liners/tags intact and must not show any signs of use in the water.
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Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.
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Custom Products: Special orders or personalized items.
Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately via email.
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Incorrect Deliveries: If we sent the wrong item, we will cover the shipping costs to rectify the mistake.
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Damaged Goods: We will evaluate the issue and ensure you receive a replacement or a full refund.
Exchanges
To ensure you get what you want as quickly as possible, we do not offer direct exchanges due to stock availability. The fastest way is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping Costs
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Customer Responsibility: Unless the item is defective or the delivery was incorrect, return shipping fees are the responsibility of the customer.
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Tracking: We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for missing return packages.
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Non-refundable: Original shipping costs are non-refundable.
European Union 14-day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, provided the item meets the "new and unused" conditions stated above.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at hello@swsurfshop.com