Returns & Refunds Policy

Last updated: May 2025

We understand that purchasing a surfboard or accessory is an important decision, and we want you to be delighted with your purchase. Our Returns & Refunds Policy is designed to be fair, clear, and in line with Australian Consumer Law. It outlines when you can return products, and what remedies are available (refunds, replacements, etc.). Please read this policy to understand your rights and our procedures. Note: Nothing in this policy is intended to limit your rights under the Australian Consumer Law. In the event of any conflict, your statutory rights will always prevail.

Change of Mind Returns – Custom Surfboards

Because our surfboards are custom-made specifically for you, we generally cannot accept returns or offer refunds for change of mind on custom boards. Once the build process has started, the materials and labor invested are unique to your board. We encourage you to be sure about your design and specifications during the BoardTalk consultation and design approval stages. Our team works closely with you upfront to avoid any misunderstandings about what you’re ordering.

Exceptions:

• If you contact us before production has begun on your custom board, you may request to cancel the order. We will evaluate if cancellation is possible (e.g., if we have not yet started shaping or incurred costs). If we approve a cancellation at this stage, we will provide a refund of any payments made, minus any reasonable costs already incurred (we’ll discuss these with you transparently).

• In some cases, if we believe we can easily resell a standard model custom board (one that is a common size/spec), we may, at our discretion, accept a change-of-mind return minus a restocking fee. This is handled case-by-case and is not guaranteed – please assume that custom orders are final.

In summary, please choose carefully and work with us during the design phase to ensure the board will meet your expectations. We take pride in getting it right!

Change of Mind Returns – Accessories & Stock Items

For accessories or non-custom products (such as fins, leashes, surfboard bags, apparel, etc.), we offer a more conventional returns policy:

• Return Window: You may return eligible accessories within 30 days of receiving the item, if you change your mind or are unsatisfied for any reason.

• Condition of Item: To qualify for a change-of-mind return, the item must be in as-new, unused condition. This means it should be clean, unworn/unused, with no signs of use or damage, and with all original tags, packaging, parts, and accessories intact. (For example, a leash should not have been used in water; a board bag should not have scratches or dirt.)

• Exclusions: For hygiene and safety reasons, certain items (if we sell them) may not be returnable once opened – e.g., earplugs, sunscreen, or swimwear. We will indicate on the product page if an item is non-returnable due to hygiene. Also, gift cards are non-returnable and non-refundable (except as required by law).

• Process: You must contact us within the 30-day window to request a return authorization. Please provide your order number and the item you wish to return. We will reply with instructions, including the return shipping address.

• Return Shipping Costs: If you’re returning an item due to change of mind (and it’s not faulty), generally you are responsible for the return shipping postage. We recommend using a trackable shipping service, as we can’t be responsible for returns lost in transit. If you’re local, you may arrange to drop the item back to our store/workshop to avoid shipping.

• Refund or Exchange: Once we receive the returned item and confirm it meets the condition criteria, we can issue either a refund or exchange per your request. Refunds for change of mind will be processed back to your original payment method (or we can offer store credit if you prefer). Please allow a few business days after we receive the return for the refund to be processed.
Shipping costs (the original delivery fee) are typically not refunded in change-of-mind cases; we will refund the product price only. If you requested an exchange for a different size/item, we will ship the replacement to you (we may ask you to cover the postage for the new shipment, depending on circumstances).

Our goal is to be flexible, so if you’re outside the 30-day window but only by a small margin, or have special circumstances, talk to us – we’ll try to find a reasonable solution.

Faulty, Damaged or Not as Described Products

In the unlikely event that you receive a product that is defective, damaged, or significantly not as described we will take care of it promptly at no cost to you. This applies to both custom surfboards and accessories. Here’s what to do:

• Contact Us Quickly: Please email or call us as soon as you notice the problem. Ideally within 48 hours of delivery for damage, or as soon as a defect becomes apparent. Provide your order details and a description of the issue. Photos are very helpful (for example, pictures of any damage, or a description of what’s wrong with the board).

• Do Not Use a Faulty Product: If you believe your surfboard has a structural defect that makes it unsafe, please stop using it to prevent any injury or worsening of the issue. The same goes for any accessory – discontinue use if you find it faulty.

• Assessment: We may ask for more details or photos to assess the problem. In some cases, we might arrange an inspection – for example, asking you to bring the board to us (or we’ll arrange a courier pickup) for evaluation. We aim to do this quickly.

• Remedies (Repair/Replace/Refund): If the product is confirmed to be faulty or not as advertised, we will discuss the appropriate remedy with you. Under Australian Consumer Law, if the problem is minor, we can often repair or replace the item within a reasonable time. If the problem is major (for example, a surfboard has a major structural failure that cannot be fixed, or it is vastly different from what you ordered), you have the right to choose a replacement or refund. We will work with you to either fix the issue (repair the board, replace the item with a new one) or issue a full refund. Any refund will include the price you paid for the product and any original shipping charges you incurred for that item.

• Return Shipping for Faulty Items: If we ask you to return a faulty or incorrect product, we will provide a paid return shipping label or reimburse your reasonable return postage cost. Faulty or not-as-described returns are on us – you won’t have to pay for shipping in such cases. If the item is large (like a surfboard) and can’t be easily shipped, we will work out a solution – such as sending a technician, arranging local repair, or other arrangements per discussion.

• Replacement Timing: If a replacement board or item is to be provided, we will give you an estimate of how long it will take. For accessories, it might be immediate (if we have stock). For a custom board, it could require making a new board, which may take a few weeks, but we’ll prioritize it. If that time frame is not acceptable to you for a major fault, you are entitled to a refund instead.

Our aim is your satisfaction – we stand behind our products. If something isn’t right, we will make it right.

Goods Damaged in Transit

We take great care to securely package all orders, especially fragile items like surfboards. However, long journeys can sometimes result in damage despite precautions. If your order arrives with obvious courier damage (e.g., a punctured box, a ding on the surfboard):

• Note the damage with the courier if you’re present at delivery (if possible, have them record that the package arrived damaged).

• Take photos of the packaging and the damage to the item.

• Contact us immediately with the details and photos.

Treat this as you would a faulty item – do not use or further assemble the product. We will handle it as a high priority issue. Typically, for transit damage we will either send a replacement (if it’s an accessory) or repair the surfboard (if the damage is minor and repairable) or make you a new one (if damage is major). We’ll also handle the claim with the courier – you won’t have to fight that battle; we’ll take care of it and make sure you aren’t left with a broken board. In some cases, a local repair might be fastest (for example, if the damage is cosmetic or a small ding, we might authorize a repair at a local surf shop and cover the cost, so you don’t have to wait for a whole new board). We’ll discuss options with you.

How to Initiate a Return or Claim

To streamline any return or claim, please follow these steps:

1-Contact Customer Service: Email us at info@geraghtyshapes.com. Provide your order number, the product you’re having an issue with, and a brief description of the situation.

2-Provide Evidence: We may request photos or other evidence. This helps us understand the problem and find the best solution quickly.

3-Follow Instructions: Our team will respond with next steps. This could be troubleshooting advice, a return authorization number (RMA), shipping label, or other instructions. We’ll also clarify what you want (exchange, refund, etc., if it’s not already clear).

4-Pack Securely: If you’re returning an item, please pack it securely in its original packaging (if possible) or something similarly protective. For surfboards being returned or transported, use adequate padding (we can guide you on safe packing). Remove any personal items or accessories that aren’t part of the return.

5-Return and Await Outcome: Send the item back using the provided label or as arranged. Once we receive (or in the case of a big item, once inspection is done), we’ll process the refund or send the replacement promptly. We’ll keep you updated at each stage.

Refund Processing

If a refund is agreed upon (whether for change-of-mind return or for a faulty item):

• We will process it via the original payment method whenever possible. For credit/debit card purchases, the refund will go back to that card (usually within 5-7 business days depending on your bank). For Afterpay or Zip Pay transactions, we will coordinate with those providers to cancel remaining payments and/or issue a refund through them – typically, if you’ve made some Afterpay payments already, Afterpay will refund any paid installments and cancel future ones, but the exact method is governed by your agreement with them. We’ll ensure you are not paying for a product you’ve returned.

• If original payment method is not available (e.g., the card is expired, or it was a gift), we can issue store credit or arrange a bank transfer as appropriate

• You will receive a confirmation email once the refund is processed from our side. Keep in mind it might take a few days for the funds to appear in your account due to processing times of banks or payment providers.

Warranty and Consumer Guarantees

Issues that arise after the initial delivery/return period might be covered by our Warranty or by consumer guarantees. If your surfboard develops an issue down the track, please refer to our Warranty Terms page – you may still be eligible for a repair or replacement under warranty, depending on the issue and timing. Also, under Australian Consumer Law, you have rights regarding product quality that extend beyond any express warranty period. See our Consumer Rights Policy for more on that. The key point: we won’t dodge our obligations. If your product fails to meet a consumer guarantee, you are entitled to a remedy, even if it’s outside our normal “return policy” timeframe.

Contact for Returns

For all return requests or questions about this policy, please contact:

GS Surfboards – Returns Department

Email: info@geraghtyshapes.com

We’re here to help. We value you as a customer and want you to have confidence when shopping with us. Transparency and fairness are important to us – we’ll do our best to resolve any issues and keep you stoked with our products.

Surf’s up, and so is our commitment to your satisfaction!