As a consumer, when you purchase goods, there are certain guarantees that are made to you. One of these guarantees is that the goods are of acceptable quality. This means that the product should meet certain standards and fulfill your expectations.
A product is considered faulty or not of acceptable quality if it meets any of the following criteria:
- The product is not safe, durable, or free from defects, considering what is reasonable for the type of product and its cost.
- The product does not perform the functions that you would reasonably expect it to, or it is not suitable for its intended purpose.
- The product does not match the description provided by the seller, whether it is on the packaging, labels, or through promotions and advertising.
If you receive an item that is not of acceptable quality, you may be entitled to a repair, replacement, or refund.
In order to make a claim for a faulty item, you need to:
- Provide the original receipt or some other form of proof of purchase for the faulty item. If you purchased multiple items in the same transaction and the credit card or bank statement does not clearly show the faulty product, it may not be sufficient as proof of purchase.
If you are an international customer, please contact the customer service team before returning the product.
Please note that photographs alone may not be accepted as proof of a fault. The physical product may be required to be in the possession of the seller before they can accept your return request.
If the item is deemed faulty, the seller will refund the cost of returning the item. Make sure to keep your postage receipt so that the refund can be facilitated.
In some cases, where a product needs to be assessed by the supplier, the process can take 2-6 weeks. While the seller will try their best to reach a resolution as quickly as possible, they cannot provide an exact timeframe for the supplier's assessment.
If you believe your item is faulty please submit an assessment HERE
Faulty Products and Repairs Information
All repairs are carried out by the manufacturer and not by SurfStitch. In some cases, faulty items cannot be repaired and a replacement or refund will be offered. SurfStitch cannot control the availability of parts of replacement goods.
SurfStitch has no control over manufacturer warranty periods, nor can we control repair periods and cannot advise what they will be. We will however do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. In cases where you have returned goods directly to the manufacturer, SurfStitch cannot be held accountable for repair periods or communication from the manufacturer.
Each manufacturer may have different warranty periods or service standards for faulty items. SurfStitch works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty issues. In most cases, products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. Any items returned outside of the warranty period will generally incur a charge for the repair. For more information on your products warranty, please contact the brand directly.
Watches and Audio
Items in brand new condition will usually be replaced or refunded by the SurfStitch returns department. Any used products will be sent back to the manufacturer for repair. Items under warranty will be repaired free of charge, but repairs not covered under the brands warranty will incur a fee. We will advise you if fees will be charged before any repairs are carried out.
Wetsuits
Once used, any wetsuit faults are dealt with by the manufacturer directly. In most cases suitable repairs will be carried out under warranty and the product will be returned to you. If the item cannot be repaired a replacement or refund will be offered. Wetsuits must be returned dry and clean or delays will occur.
GoPro Cameras
Please ensure you have visited the GoPro Support site before contacting SurfStitch about your GoPro. Many questions and issues can be resolved here: http://www.gopro.com/support