Returns Policy

We accept change-of-mind returns on most items within 30 days of delivery. To be eligible, the item must be unworn, unused and unwashed, in its original condition, and with all original packaging, tags and hygiene seals (where applicable) intact.

Sale items may be returned for change of mind unless the product page or promotion states otherwise. Items marked "Final Sale" are not eligible for change-of-mind returns.

If an item is faulty, not as described, damaged on delivery or does not meet consumer guarantees, you may be entitled to a repair, replacement or refund under the ACL or CGA. We may ask for photos or additional information to help assess the issue quickly.

Some products cannot be returned for change of mind for health, hygiene or safety reasons, or due to their nature. Where an exception applies, it will be clearly stated on the product page or at checkout before purchase. Examples include items where a hygiene seal has been broken (such as underwear or swimwear), beauty products or cosmetics once opened, personalised or customised items, bulky or oversized items where standard return shipping does not apply, and items marked "Final Sale" or "Non-returnable."

These items can still be returned if faulty or otherwise required by consumer law

You can request a return by navigating to https://surfstitch.com/account, accessing your order and clicking “Request return” against items you wish to return.

Even if you haven’t registered for an account on our Website you can still access your order online from links in the order confirmation email you receive shortly after placing your order. Refunds cannot typically be requested online, and you will not see a “Request return” link next to items in your account, until they are delivered. In this case, email customerservice@surfstitch.com for support.

Once your request is assessed and approved, we will provide clear instructions on how to return the item.

In most cases, after initial assessment we will provide a pre-paid return label to cover the cost of return shipping. Where a product has a return-shipping exception, for example certain bulky goods, this will have been disclosed on the product page or at checkout before purchase.

For change-of-mind returns, approved refunds may be issued as store credit. If you prefer a refund to your original payment method, please indicate this in your return request. For faulty items or where otherwise required by consumer law, refunds will be issued to your original payment method.

Refund amounts include the item price and applicable tax paid. Original shipping fees (if any) are refunded only where required under consumer law. Refund timing depends on your payment provider but is typically within 10 business days of approval.

Our Website is a marketplace where products are sold and fulfilled by independent Sellers. We act as your primary point of contact and facilitate returns on your behalf. Sellers assess return requests, inspect returned items and confirm refund eligibility, as required under consumer law.

We may decline change-of-mind returns if we identify patterns of misuse or excessive returns. Examples of misuse include an excessive history of returns, returning items that are worn or damaged, or suspected fraudulent activity. This does not affect your consumer-law rights for faulty items.

If you have questions or need help with a return, email us at customerservice@surfstitch.com.

Delivery timeframes if provided are estimates only. Delays outside our or the Seller’s reasonable control may occur and do not constitute a breach of contract.

This policy forms part of our Terms of Service.