Shipping & Returns

SHIPPING AND DELIVERY COSTS 

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We are not responsible for any customs or other expenses not directly attributable.
All returns costs are assumed by the customer.

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RETURNS
If you are not happy with the products your ordered, we will be happy to accept a return for a full refund. You have 14 days to contact us to launch the return process. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as books or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Wax and wax remover
Health and personal care items such as Sunscreens & Body Care products

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Please note that variations in shape and dimensions variations in the final product in relation to the website images may occur. Colours may also look slightly different depending on your screen settings.

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RECEIVING YOUR ORDER

Check and inspect all goods, especially surfboards, upon delivery for damages to the outer/inner packaging and the good/board prior to signing the freight bill off. Confirm the package for every ding or damage’s, even if you just suspect that the boards can be damaged inside, don’t sign the release paper from the carrier and don’t give your name to them (digital signature). We are not responsible for any damage on the board after the client signs the paper or give his name as he has received the package.

If damage to shipment is found, please document by writing on the Bill Of Lading provided by the shipping company at time of receipt. Document any damages in detail. Note any crease, bend or tear visible on the packaging should be written on the bill of lading.

If you don’t have time to check the goods/boards before signing, please make a note in the release paper “Damaged BOX” or if it’s digital the carrier needs to write that the box is damaged. Any anomaly or theft not described on the release paper can not be claimed, thus being the responsibility of the customer.

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REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at online@gruasurf.com

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at online@gruasurf.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

Shipping costs may be subject to change depending on the final shipping address. Any changes will be previously communicated and validated by the customer by email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over 75€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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PAYMENT

We accept credit cards (Visa, MasterCard, American Express), Multibanco reference, MBway and Paypal payments.

Grua Surf Co. does not have access to your financial informations.