Refund policy

"No Worries" 30-day Returns 

We offer a “No Worries” return policy as we want you to be completely happy with your purchase.

Return Policy

All goods purchased from Long Reef Surf Co come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a problem with an item you have purchased from Long Reef Surf Co you can return it to us. Upon assessment, we will offer a full refund or replacement if there is major problem with the item.  We may offer a repair or replacement if the problem is not major.

You must provide us with a copy of your proof of purchase (e.g. your Long Reef Surf Co receipt, online tax invoice, credit card or bank statements).  Any refund will be provided via the same method of payment used in the original purchase.

In addition to your rights under the Australian Consumer Law (including rights in respect of faulty items), we offer returns for change of mind provided you comply the conditions and exclusions below:

Change of Mind Returns

In the event that you receive the item you have purchased but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided you comply with the following conditions:

  • You return the item to us within 30 days from the original purchase date. After this period you may not be entitled to a refund or exchange.
  • You produce an original Long Reef Surf Co receipt, online tax invoice or other adequate proof of purchase when returning the item.
  • The item has not been used or damaged in any way including:
    • It is un-used, unworn, unopened and in the original condition with all product tags still attached.
    • It is in the original undamaged packaging with all documentation, accessories and warranty cards.
    • It has not been used in the water or altered in any way (eg re-sized, creased or damaged due to poor packaging).
  • The item is not one of the goods listed below as excluded for change of mind returns.

Any change of mind return is issued at the discretion of Long Reef Surf Co and we reserve the right to refuse a change of mind return if it does not comply with these conditions.

Items excluded from ‘Change of Mind’ returns

The following items are not eligible for exchange or refund under the ‘change of mind’ returns policy under any circumstances:

  • “Clearance” or “Final Sale” items marked with “Clearance”, an asterisk (*) or with price ending in .97 (eg $25.97)
  • Special order items
  • Underwear or swimwear with the hygiene sticker removed
  • Gift Cards

Products Damaged During Delivery

In the event that the product you ordered has been damaged during delivery to you please contact us as soon as possible. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

How to return items purchased online

Please contact our Customer Service team via Contact us to process a return request.

Long Reef Surf Co is not responsible for any postage costs associated with the returned items except in the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, in which case we shall bear any cost of shipping the returned item back to us.

In the event that we organise and pay for the shipping and inspection of a returned item, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay for the costs of any inspection and shipping of the Returned Product.

For ‘change of mind’ returns:

  • The original delivery fee is non-refundable.
  • Customers may also be charged a separate shipping fee for the return of any exchanged item back to them. We will contact you to discuss options.
  • If the final order total after refund is below the free shipping threshold, you may be required to pay a standard original shipping fee of $8.00 and this will be deducted from the refund. (eg if you purchased two items and return one)

How to pack your items for return

Wetsuits: When returning wetsuits care must be taken to fold the wetsuit correctly and returned in a satchel the same size it was sent to you. Please fold the wetsuit carefully to ensure the wetsuit is not crushed into packaging, as this may damage the wetsuit, leaving permanent crease marks. You must follow these steps to avoid damage to the neoprene. Badly creased wetsuits may not be accepted for return or a 20% handling charge may be incurred.

Boxed or packaged goods: The items must be placed inside the original packaging and then packed inside an outer box or shipping package/satchel. Please do not attach labels or anything to the outside of the original packaging.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Purchases made using a gift voucher will be refunded with a new gift voucher, they cannot be refunded as cash.
If more than 15 business days have passed since we’ve approved your return, please contact us at CustomerService@longreefsurf.com.au or call us on 1300 100 212