Our mission is to keep you stoked with the best surf gear and accessories at all times, so you can get on with having fun in and around the ocean! However, in the instance where your purchased product is not up to our standard and does not meet your expectations, it can be returned for review, exchange or refund. We understand that this sometimes can happen, and we’d love to work with you to resolve the issue.
Please take a moment to read our Returns Policy and Process below, prior to returning your product.
You have 30 days to notify us in writing of your request to return your product – we think that’s a fair amount of time to check out your new gear and even give it a test! If 30 days have gone by since the date of purchase, unfortunately we will not be able to offer you a refund or exchange… not to be like that grumpy local, but we just have to set a time frame up to properly manage these things.
However, should your product be under warranty, the warranty terms and conditions will apply. Please refer to the warranty terms and conditions for your particular product for these details. They can be found on our website here. (Non-refundable items include gift cards, coupon discounts and prize giveaways.)
To complete your application for return, we just require a copy of your receipt or proof of purchase. We won’t be able to proceed with the refund process without this, so make sure you keep it handy after you’ve made your purchase.
Please send us an email to firstname.lastname@example.org a full description of the issue and a couple of photos of the product. We love getting your feedback as it helps us produce a better product... and we still want you to RYD with us well into the future!
Please ensure you attach a clear copy of your receipt or proof of payment, and we will acknowledge receipt of your request within 48 business hours and provide further instructions if necessary. If we need to inspect your product further, we’ll make sure we give you the details for collection or delivery. At this point in the process, the shipping cost will be for your account, but there is good news for you if we replace the product! Read on!
We will confirm receipt of your product return via email as soon as we receive it and after inspection (either of the photos or on receipt of your return), we will send notification of the approval or rejection of your refund/exchange. Please allow for an additional 48 business hours for this feedback.
Our first choice is always to replace any faulty product if we can, so we can keep you stoked and get you back in the water! And we will cover the cost of shipping the replacement product to you. It’s the right thing to do!
If you’re super bummed and just want a refund (partial or full), and it has been approved via email by us — your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Payment clearance will be dependent on your bank and type of account, however, should you not receive payment within 7 business days please let us know! No one likes waiting for money they’re owed, so we’ll jump on it straight away! A credit to your RYD online account is also optional.
If after all this, it has been determined that any returned product does not qualify for exchange or refund, we will liaise with you directly around returning the product to you. Please note that any associated shipping fees will be for your own account in this instance, and we’ll notify you of that cost before shipping, but we hope it doesn’t get to this stage. We’re here to keep you stoked on your surfing journey and we always want the waves to be good where you are!