Refund policy

"No Worries" 30-day Returns & Refund Policy

At Long Reef Surf Co, we want you to love what you order. If something’s not quite right, we’re here to help.

This policy explains our change-of-mind returns policy and your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your item has a major problem, you are entitled to choose a refund or replacement. If the problem is not major, we may offer a repair, replacement or refund, as permitted by law. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Change-of-Mind Returns

We offer change-of-mind returns on eligible items within 30 days of purchase.

To be eligible, items must be:

• unworn, unused, unwashed and not used in the water
• in saleable condition and not altered in any way (eg creased or damaged from poor return packaging)
• with original tags attached
• returned with any included accessories
• returned in original, undamaged packaging where reasonably possible

We reserve the right to refuse a change-of-mind return if an item is not returned in a condition suitable for resale.

Return Options

For approved change-of-mind returns, you can choose one of the following:

Exchange

Exchanges are available with no return processing fee.

• If your original order qualified for free shipping, we will send one exchange item back to you free of charge
• Free exchange shipments are sent via standard shipping
• If your original order was below the free shipping threshold, a $9.95 shipping fee will apply to send the exchanged item back to you
• Customers are responsible for return shipping costs to send the item back to us
• Exchanges are subject to stock availability

If your preferred exchange item is unavailable, we may offer store credit or refund in line with this policy.

Store Credit

Store credit is available with no return processing fee. Store credit excludes original shipping charges.

If you choose store credit for an approved change-of-mind return, we may provide bonus credit of up to a maximum of $5.00, depending on the price of the original purchase. 

Bonus credit:

• is capped at $5.00 per purchase
• applies only to approved change-of-mind returns accepted for store credit
• is not redeemable for cash

Refund to Original Payment Method

If you choose a refund to your original payment method for an approved change-of-mind return, a $9.95 return processing fee will be deducted from your refund.

Original shipping charges are not refundable unless required by law.

Return Shipping

For change-of-mind returns, customers are responsible for arranging and paying for return shipping to us, unless otherwise stated. We recommend using a tracked delivery service as we are not responsible for any lost packages being returned to us.

If your item is faulty, damaged, incorrect, or not of acceptable quality in a way that gives rise to rights under Australian Consumer Law, please contact us and we’ll work with you on the appropriate remedy.

Non-Returnable Items

The following items are not eligible for change-of-mind return, exchange or store credit unless required under Australian Consumer Law:

• clearance items
• final sale items
• gift cards
• special order items
• items marked as non-returnable at the time of purchase
• underwear
• swimwear where the hygiene seal has been removed or tampered with
• any other item where return would be unsuitable for hygiene reasons 

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect, or not as ordered, please contact us as soon as possible with:

• your order number
• a description of the issue
• clear photos where relevant 

We may ask for additional information to assess the issue and determine the appropriate outcome.

Where required under Australian Consumer Law, we will provide a repair, replacement or refund.

Original packaging is helpful where available, but is not required for a remedy under Australian Consumer Law.

Damaged in Transit

If your parcel arrives with obvious shipping damage, please contact us within 24 hours of delivery so we can investigate with the carrier if needed.

How to Start a Return

To request a return, please Start a Return, or contact us with:

• your full Name
• your order number
• the item(s) you would like to return
• the reason for return
• your preferred outcome: exchange, store credit, or refund

If your return is approved, we’ll provide instructions for the next steps.

Items sent back without first contacting us may not be accepted.

Return Assessment

All returns are assessed once received.

If approved:

• exchanges will be processed subject to stock availability
• store credit will be issued once approved
• refunds will be processed to your original payment method, less the $9.95 return processing fee for eligible change-of-mind returns
• purchases made using a gift voucher will be refunded with a new gift voucher as they cannot be refunded as cash.

Please allow a reasonable processing time once your return has been received and assessed. Refunds typically take 3-5 business days to appear back into your payment account.

Contact Us

We are here to help. If you need help with a return, please get in touch with our Customer Service team on 1300 100 212 or via Contact Us and we’ll be happy to help.