Refund policy

REFUNDS & EXCHANGES POLICY 

Our policy lasts 7 days upon date of delivery arrival. 

NON-REFUNDABLE AND NON-RETURNABLE ITEMS INCLUDE:

  • Gift Cards
  • Discount coupons
  • Prizes
  • Sale items
  • Swimwear
  • Wetsuits
  • Sunglasses
  • Consumables (wax, air fresheners)
  • Hard Goods & sporting equipment

IN ORDER TO QUALIFY FOR A RETURN/REFUND, WE REQUIRE:

  • Your original receipt of purchase and or your invoice that was emailed to you upon the approval of your order.
  • Confirmation of your payment of your order.
  • Reason for return/refund.

THE FOLLOWING CRITERIA NEEDS TO BE MET:

  • Items are not damaged or show any signs of customer usage.
  • Items need to be in tact and in their original packaging (including swing tags, labels, covers, stickers and all other parts included).
  • Items are logged for return and we are notified within 7 days of you receiving the original order.

Failure to adhere and comply with any of these requirements will delay the return/refund process and could result in it’s decline altogether.

PREPARING YOUR PARCEL FOR COLLECTION:

  • Package all of your items that you wish to return/refund safely and securely for protection during transit to us.
  • Clearly mark all of your necessary details on the outside of the parcel (Full name & surname, contact details and address).
  • Ensure all item accessories, parts and packaging are included.
  • Please email us at groundswellonline@gmail.com  and we will log a collection on your behalf.
  • Please Note: Collection/shipping costs for your return will be charged against your refund amount. In the case of an exchange, you will be charged for both the return shipment and re-delivery of your new items. To avoid any disappointment and additional costs, please be sure of the correct items and sizes before placing your order.

Once your parcel has been inspected, we will send you an email regarding the approval or rejection of your return/refund. Please allow a few days for this process.

SHIPPING OF ALL RETURNS/EXCHANGES/REFUNDS

  • Please send us an email stating which products you wish to return/exchange/refund.
  • You are responsible for all shipping costs incurred both to and from the required destinations.
  • Shipping costs are non-refundable.
  • Should you wish to take out additional shipping insurance on your order, please let us know in the note section at checkout or send us an email.
  • Times for receiving your parcel depend on the location it is sent from, as well as the service of the courier company.
  • We DO NOT guarantee that we will receive your parcel, however we will do our best to ensure a smooth shipment process. 
  • We cannot be held responsible for any damages to your parcel upon delivery to us.

PRODUCTS DAMAGED UPON DELIVERY

Please contact us within 7 days to report a damaged delivery and send a photo of the damaged item/s and box. We will then assist you further and be in contact with our courier company.

DEFECTIVE PRODUCTS

We pride ourselves in ensuring that all items we sell (in store and online) are of the highest quality, are in good working condition and have no defects.

What is a “defect”? A defect is a material imperfection in the manufacturing of a product, or any characteristic of a product, which makes the product less acceptable than another.

The following will NOT be regarded as defects and will NOT entitle you to a return/exchange/refund:

  • Incorrect coloring according to your personal opinion.
  • Damage arising from negligence, user abuse or incorrect usage of the product.
  • Damage arising from failure to adequately care for the product.
  • Damage arising from unauthorized alterations to the product.
  • Where the specifications of a product, although accurately described on the website and general fit for its intended purpose, do not suit you.
  • Any signs of handling or repacking.

LATE OR MISSING REFUNDS

Please allow time for us to receive your returned parcel, inspect it, send you an approval or rejection email and process your payment. Once all of this has been completed, please check your bank account and allow sufficient time for processing.