ONLINE STORE RETURNS POLICY
If you receive merchandise from our online store that you are unhappy with for any reason, simply return it to us within 21 days, in the condition that you received it and we will happily refund you the cost of the product(s)*. Unfortunately, we're unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise for a full refund to our store using the process above.
Faulty goods will be dealt with as per the manufacturer's warranty.
We recommend sending returns via registered post as we do not accept responsibility for lost items.
ONLINE RETURNS PROCESS
If you are not satisfied with your online purchase you may return items within 21 days of the shipping date. Please follow the simple steps below:
- Send a copy of your invoice or order confirmation back with the unwanted goods.
- Highlight or circle the items you would like to return.
- Pack all items you wish to return along with your paperwork in secure packaging or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
Visit your local Post Office and send to the returns address:
Lorne Surf Shop
142 Mountjoy Parade
For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
- Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
IN-STORE RETURNS & EXCHANGES
If you would like to return your online purchase in-store we accept returns and exchanges in-store at Lorne Surf Shop. To return in-store, please bring a copy of your order confirmation email, order invoice and ensure all items are in an original, un-worn condition with tags (if applicable).
Lorne Surf Shop is currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise for a full refund to our online warehouse using the process above.
FAULTY, DAMAGED & INCORRECT PRODUCT RETURNS
If any of the items in your order were faulty or damaged please contact our customer service team to arrange a return postage label.
RETURN TERMS & CONDITIONS
The information on this page is relevant to all online purchases only. All items returned for refund must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Note: Online purchases cannot be dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the Returns Address as per this process or by visiting your local store. If you have any questions, please contact the customer service team for assistance.
If notified before goods have been dispatched, we can accommodate order cancellations. If items have been shipped, we reserve the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.