Shipping - Returns and RMAs
HBCSurf Return Policy
We know, you're going to have to return an item to us at some time and we try to make it as easy as possible for you.
How long do I have to return an item?
Up to 30 days with an up to 10% restock fee and up to 45 days with an up to 20% restock fee. The restock fees are generally used to recover shipping costs. The additional charge for returns after 30 days is to cover additional credit charges for dual processing transactions. For a $300 watch, the maximum restock fee will usually be $30 or less. We're just covering shipping and bank charges. We're not trying to make money, but we're also not trying to lose money.
Do you charge a restocking fee or other fee to return items?
We do charge a restock fee that's equal to the shipping cost. If you paid for shipping, then we don't charge a restock fee. We won't charge a penny more than what it cost to ship to you - ever! We think that's fair. So, in a nutshell, our restock fee is to cover the cost of shipping the item and that's it. Obviously, this fee varies by weight and location and can range from $2 all the way to $18 for heavy, expensive items and insurance. Surfboards are considerably more*.
Prepaid return labels from FedEx or USPS
The cheapest resturn method is often our prepaid shipping labels. We use UPS for most return labels and charge the actual shipping cost, not an inflated rate. Since we're a business, it's often less expensive to ship your package back via UPS. Even from the West Coast, with FedEx Return Labels, it's rare that a package costs more than $8 to ship back to us via FedEx. We are now using FedEx SmartPost for returns.
If you need to return an item via USPS, it's usually more expensive, but can be much more convenient. Many times, you can schedule your mail carrier to pick up the package. However, USPS return labels can cost upward of $20 to return a wetsuit and larger, heavier items, even more.
How to get your prepaid label
Reply to your original receipt, it came in your email. Tell us what item(s) you would like to return and we will reply via email, confirming the cost of the return label and the method. After you confirm the method, a return label will be sent via email to you. Attach it to the package and fill out the online USPS return form and your mail carrier will even come pick up the package - easy!
How long will it take to get my refund?
Usually the day the items comes back to us, we process the refund right away. Within 48 hours, during a business week, you should see the pending refund on your credit card account. This process may take longer, it is dependent on your particular bank. As soo as we process the refund, the money is removed from our account to your bank. How long it takes your bank to get that money back into your account varies from 2 hours to 2 weeks. Refunds appear as PARROT SURF SHOP
Can I return a wetsuit to HBCSurf?
Yes, but only if it has NOT been worn in the water. There's no exception to this rule ever. Wetsuits are intimate appareal and once worn in water are non returnable. Wetsuits which have been worn and returned to HBCSurf will be returned to the sender postage due. The wetsuit also has to be in new condition. Take particular care in packaging returned wetsuits. They need to be folded in a specific way as to not damage the wetsuit during shipment. Call us or email us if you have questions about how to package a wetsuit. We're going to put up a YouTube video on how to do this soon.
What items can I return to HBCSurf?
Almost anything. If we sell it, we will take a return for it. There are limitations and exceptions. We will not take back any item that is damaged, soiled, worn or altered in any way. If you wash it, you own it. If you wear it out, it's yours.
What about items damaged in transit?
Inspect your package before signing. Once you sign, you've basically signed away your right to shipping damage claims. A claim will be filed for damages and you'll get a full refund. It can take as little as a day or as long as a month. Not signing for a damaged package speeds up getting your refund!
What about returning a surfboard or oversized item?
We will process the refund, but return shipping fees can be VERY expensive. Shipping fees to return a surfboard range from $120 to $300 or maybe even more. This is why we do not mind measuring and remeasuring boards, sending detailed pictures and helping as much as we can. Of course, if we somehow sent you the wrong board, we will pay all the return shipping costs.
Longer than 45 Days?
We will take these on a case by case basis for some items. The following items will be refused return after 45 days: wetsuits, sunglasses, watches and surfboards. Any item returned after 45 days will be charged a 20% restock fee and the cost of shipping.
When an item is returned after 30 days, the customer is responsible for:
- 20% Restock Fee
- All shipping charges