WHAT IF I NEED TO SEND SOMETHING BACK FOR EXCHANGE OR REFUND?

It's not a problem! If you are not completely satisfied with your purchase, it can be exchanged or refunded. All purchases made directly online at www.thebasesurf.com are covered by a 14-day exchange or refund guarantee. We will refund the money you paid for the item(s) being returned or provide you with an alternative of the same value. Basically, if you're not happy with it or need to swap it, just follow the process below.

RIGHT TO CANCELLATION

You have the right to cancel your purchase and return any stock item within 14 days of receiving your delivery confirmation. To be eligible for a refund or exchange, the item must be returned in the exact same condition in which you received it: unused, unmodified, with all tags attached, and in its original packaging. Please note that if the item is marked, damaged, or in unsatisfactory condition, we reserve the right to refuse the refund or exchange.

Please note: The right to cancellation applies to stock items only. Custom orders and customized surfboards are strictly excluded from 14-day returns or exchanges unless they present a manufacturing defect. The customer is solely responsible for organizing the return shipping and covering all associated shipping costs.

Once the 14-day cooling-off period has expired, items cannot be returned or exchanged for change of mind. From this point forward, returns or exchanges are strictly limited to claims covered by our Warranty Policy (covering manufacturing defects). Please note that unlike the initial 14-day return window, all warranty claims are subject to a technical assessment by our team to verify the manufacturing defect before an exchange or refund is approved.

All returns and exchanges require a valid proof of purchase (e.g., a copy of the invoice or return form enclosed with your order). Only full-priced items purchased directly from www.thebasesurf.com can be processed by us. Purchases made through third-party shops or online vendors must be handled directly with them.

RETURN/EXCHANGE PROCESS

To return or exchange an item within your 14-day window, please follow these steps:

1) Email Us: Contact us within 14 days of receiving your order. Please state your Order ID, the item(s) you wish to return (size, quantity, etc.), and whether you require a refund or an exchange. Attach your original invoice to the email.

2) Pack Securely: Pack the item(s) in its original packaging, exactly as received, including the invoice, undamaged labels, and instruction manuals. Surfboards must be securely boxed and protected using the original packaging materials. We cannot accept items damaged due to poor packaging.

3) Ship the Item: You are responsible for choosing the courier and organizing the shipment to our warehouse. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Ship the package to the following address:

THE BASE Returns

DNA Cascais, R. Cruz da Popa, S/N Piso 4

2645-449 Alcabideche

Portugal

4) Inspection: Once received at our warehouse, we will inspect the item(s) within 48 hours to ensure they are in original, unused condition.

5) Refunds: Approved refunds will be processed within 48 hours back to the original payment method.

6) Exchanges: Shipping times vary depending on the type of product. Stock products will be shipped within 48 hours, and if the product you want is out of stock, we will offer an alternative of the same value or issue a full refund. If you wish to exchange your item for a custom board, please note that it will take about 4 weeks to be produced before being shipped. In both cases, please note that you will be responsible for covering the shipping costs of your new product.

IMPORTANT REMINDERS

Product Condition: Products must be returned in their original condition, including tags and packaging. If goods are marked, damaged, or altered, we reserve the right to refuse the return or exchange.

Transit Responsibility: You are fully responsible for the item(s) until they safely reach our warehouse. We are not responsible for items lost in transit or return damage caused by inadequate packaging. If a surfboard arrives damaged due to poor packing, the return/exchange will be denied, and reshipping the damaged board back to you will be at your own expense.

Late Returns: Returns requested after the 14-day cooling-off period will not be accepted unless previously agreed upon in writing.

For return enquiries please contact us.