Refund policy

Replacements, returns, and refunds

Small Business and New Old Stock items are returnable within 14 days of receiving the item. We do not accept returns on Used Goods. But that does not mean Buyers and Sellers aren't protected when buying them.

The Surf Exchange Company marketplace is safe thanks to our team of curators and community self-policing. In the rare case where something does go wrong, all transactions conducted through Surf Exchange Company are protected.

Protection is offered through the Money-Back Guarantee, PayPal Buyer Protection, and Paypal Seller Protection. 

Please note that any issues must be reported to Surf Exchange Company within 30 days of receiving the item in order to remain eligible for protection. Guest Checkout purchases through PayPal are not eligible for PayPal Purchase Protection. 

Returns and cancellations for buyers

Buyers generally do not have the right to cancel an order. Buyers can request to cancel an order directly with the Seller, and the seller will have 3 days to accept or decline the request. If the order cannot be cancelled, buyers may still be permitted to return the item if the item is eligible for a return or the Seller accepts the return. 

Sellers are given the option to replace, return, or refund Buyers on their own terms but they do so at their own discretion. Buyers and Sellers are liable for all steps taken in the replacement, return, or refund of an item, if they are outside of the Surf Exchange Company Refund Policies. 

In certain instances, a buyer may be responsible for the cost of return shipping for an item returned to a seller. If the buyer is responsible for the return shipping costs, the buyer is responsible for purchasing a shipping label directly from a carrier. 

Surf Exchange Company Money Back Guarantee

Most Surf Exchange Company sales go smoothly, but if there's a problem with a purchase covered by our Money-Back Guarantee, buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. You agree to comply with the policy and permit us to make a final decision on any Surf Exchange Company Money Back Guarantee case.

If you (as seller), choose to reimburse a buyer, or are required to reimburse a buyer or Surf Exchange Company under the Surf Exchange Company Money Back Guarantee, Surf Exchange Company may invoice you in the amount of the reimbursement. If we cannot get reimbursement from you, we may collect the outstanding sums using other collection mechanisms.

We may suspend the Surf Exchange Company Money back Guarantee in whole or in part without notice if we suspect abuse or interference with the proper working of the policy.

Buying with PayPal

Surf Exchange Company highly recommends buying with PayPal so that buyers have have access to PayPal's Protection. PayPal transactions are eligible for PayPal Buyer and Seller Protection. Visit the links or contact us for support. 

To be eligible for PayPal Buyer Protection, Buyers need to have purchased items with PayPal while logged into a Surf Exchange Company account. There is no coverage for Guest Checkouts. 

To be eligible for Seller Protection, all sellers must ship to a confirmed address with tracking information. Sellers must also purchase signature confirmation if the full amount of the payment (including shipping and taxes) is $750 USD or more.

If Sellers make a sale via PayPal, please enter the tracking information into the PayPal transaction details as well. When applicable, PayPal’s Protection Program entitles buyers to reimbursement for the full purchase price of the item plus the original shipping costs paid back, if any, as long as you provide compelling evidence that supports the claim.

Photographic evidence, tracking information, and written statements will be required in order to file the case.

Please also be sure to check your "Spam" folder for any correspondence from Surf Exchange Company or PayPal to ensure it is promptly addressed.

In the rare instance that a PayPal claim with compelling evidence is decided unfairly, you can us for assistance in appealing the outcome.

 

Please note that in-person meetups are ineligible for buyer and seller protection. If you make a sale or purchase on Surf Exchange Company, the item must be shipped with tracking information in order to remain protected.

To see if you qualify for a return or refund, you can contact us at surfexchangecompany@gmail.com. Please note that it may take a few days to receive a response. 


If your return or refund is accepted by Surf Exchange Company, we’ll send you instructions on how to work through the process. Items sent back to the seller without first requesting a return will not be accepted or processed.

Feel free to contact us anytime at surfexchangecompany@gmail.com.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 30 days from receiving the item to open a claim. 

Refunds schedule

We will notify you once we’ve received your return or refund claim, and let you know if it was approved or not. If approved, you’ll be refunded within 10 business days after the seller has received their item back or you have proven you never received it. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at surfexchangecompany@gmail.com.