OUR STORE POLICY
As per Consumer Guarantees Act, Urban Surf’s policy is as follows:
Change of Mind
As we provide changing rooms for your use, we expect that you have made an informed and final decision about your purchase. Should you get home and change your mind, we are not legally obligated to exchange, refund or issue a store credit so please ensure you choose your items carefully. It will be at Urban Surfs discretion as to whether an exchange may be offered on the day, but no credits or refunds on differences will be issued.
Again please choose carefully as no store credits, refunds or exchanges are available on these purchases.
Purchasing as Gifts
Please state at the time of purchase if the item/items are to be gifts. In this case, you be issued an Exchange Card authority, which will allow the recipient to exchange an item/items within a selected period of time. No store credits will be issued – exchanges to be effected on the day of return.
In the event that a Store Credit is issued, these are valid strictly for 3 months from date of issue. Store credits may not be exchanged for cash, and will not be honoured unless the original voucher is presented.
Urban Surf offers 6 week layby service. A minimum deposit of 20% of the total or $25 (whichever is the greater) is required to set the layby up. Regular payments are to made in this timeframe. Laybys may be cancelled by us if these payments are not made. Laybys cancelled (by us or you) will incur a $25 admin/restocking fee.
The item to be returned must be laundered if it has been worn. Proof of purchase MUST be provided with the garment – no action will be taken without such. It will be at the wholesalers discretion as to whether the item has suffered fair wear and tear or is genuinely faulty quality. They will either repair the garment, replace it, or credit our account if either option is not available. In the case of non replace or repair, you can choose to have a refund or a store credit to the value of your initial purchase. Urban Surf will not be liable for any items that are not acknowledged as faulty by the wholesaler.