TERMS & CONDITIONS

DELIVERY
Surfpaints operates from its warehouse in Sydney, NSW, and ships via Australia Post for orders within Australia and DHL eCommerce for all international orders. Orders are dispatched daily at 2 PM, and a tracking number will be provided upon fulfillment.

Australia Delivery Times:

NSW: Express 1-2 days; Standard 2-4 days
VIC, QLD, SA, NT, ACT, TAS & WA: Express 1-3 days; Standard 3-6 days
International Delivery Times:

New Zealand: Standard 3-5 days
USA: Standard 7-11 days
Other international destinations: Standard 6-12+ days

International Delivery Tax and Duties:
For orders outside of Australia, delivery times are subject to each country's import and tax policies. Surfpaints is not responsible for any import taxes associated with the order. Please consult your local guidelines or contact us at support@surfpaints.com for advice.

CANCELLATIONS
Customers can cancel orders within 2 hours of placement for a full refund. To cancel, email us at support@surfpaints.com with the subject line "CANCEL ORDER" and your order number.

Cancellations requested beyond the 2-hour window may require payment of return shipping fees. If the order has not left our warehouse, we can still cancel and refund the full amount.

RETURNS
We are confident in the quality of Surfpaints products and offer a 60-Day Money-Back Guarantee for your peace of mind.

60-Day Money-Back Guarantee

You can return any item within 60 days from the date of your order confirmation email for a refund of the product value (excluding shipping fees).
To initiate a return, email support@surfpaints.com with your order number and the subject line "RETURN ORDER."

Return Shipping Requirements:

Customers are responsible for shipping the product back to our Sydney warehouse at:
Surfpaints Pty Ltd
35/148 Old Pittwater Rd
Brookvale, NSW 2100
Australia

Please use a shipping method with tracking to ensure accountability.
Once we receive and verify the returned items, we will issue the refund using your original payment method.
Refunds typically take 1-3 business days to process once initiated.

After 60 Days:
Unfortunately, we cannot provide refunds for your order. If the order is deemed faulty based on video or image evidence, we will require you to send the faulty products back to our warehouse. Once received, we will exchange the items with operational replacements.

FAULTY ITEMS
If you believe you have received a faulty item, we kindly ask you to provide the following:

Photo evidence clearly showing the fault.
Video evidence demonstrating the fault in detail.
Please send this information to support@surfpaints.com with the subject line "FAULTY PRODUCT" and your order number.

Upon review, we will determine if the item is faulty. If confirmed, we will request the faulty product to be shipped back to our warehouse. After receipt and verification, we will replace the faulty item with an operational one at no additional cost.

UNDELIVERABLE OR RETURNED PACKAGES
If your package is returned to us due to non-collection or redirection issues, we will issue a refund for the product value (minus shipping costs) once the order is received at our warehouse.

MISSING SHIPMENTS
If your tracking indicates that your package was delivered but you have not received it:

Check the latest status of the shipment using the provided tracking number.

Contact your local post office to confirm the package's status.
Additionally, please follow these steps to ensure the fastest resolution:

Call your local post office or the postal service associated with your shipment (e.g., Australia Post).
Lodge an inquiry ticket with the postal service using their app on your phone or their online system. Be sure to use your order number during the process.
This is the quickest way to initiate an investigation. Investigations may take up to 10 business days to be completed by the postal service.

If the investigation concludes that your items are lost or missing, we will promptly send a replacement via express shipping at the end of the investigation period.

If you require further assistance during this process, please don’t hesitate to contact us at support@surfpaints.com with your order number and the subject line "MISSING ORDER."

 

Incorrect Address Policy
If a customer enters an incorrect postal address when placing an order and does not update Surfpaints Support via email or phone before the order is dispatched with Australia Post, the customer will be liable for the following:

A $25 return-to-sender fee if the parcel is returned to our warehouse.
An additional $10 shipping charge to resend the items to the correct address.
In cases where the postal service cannot redirect the parcel to the correct address, the order will need to be returned to our warehouse before we can arrange for the items to be resent. Surfpaints is not responsible for delays or additional costs caused by incorrect address submissions.

Steps for the Customer to Rectify an Incorrect Address with Australia Post
Check the Parcel’s Status

Use the tracking number provided by Surfpaints to check the current location and status of the parcel on the Australia Post Tracking Tool - https://auspost.com.au/mypost/track/search

Call Australia Post Customer Support at 13 76 78 (Australia) and provide the tracking number.
Inform them of the incorrect address and request a redirection or hold.
Redirection is only possible if the parcel hasn’t already been delivered or reached the final destination.
Visit a Local Post Office

The customer can also visit their local post office with the tracking number to inquire about redirection options.
Wait for Return to Sender

If Australia Post cannot deliver or redirect the parcel, it will be returned to Surfpaints (the sender).
Advise the customer that once the parcel is returned, Surfpaints will arrange for it to be resent to the correct address (subject to additional fees).