RIGHT TO CANCELLATION
You have the right to cancel or return any stock item within 14 days (from receipt of delivery confirmation) and be refunded in full for your purchase. The item, however, must be returned in the exact same conditions in which you received it - unused and unmodified - in its original packaging. Please note, should the item be marked or in unsatisfactory conditions there may be a chance that we will not issue a refund. Also note, the right to cancellation applies to stock item only (custom orders/customised boards are not inlcuded).
After the 14-day cooling-off period legally contemplated in your right to cancellation, we will only accept return or exchange items if covered by our Warranty Policy. If the item you purchased fits our warranty criteria and you want to return or exchange it, we will happily do it within 30 days (from receipt of delivery confirmation) without any questions provided. Please note, all item returns and exchanges require a proof of purchase (ie. copy of the invoice/return form, enclosed when you received the goods or via email originally). Only full priced items purchased directly from www.thebasesurf.com can be processed. Purchases made at another store or online vendor must be processed by them.
If you receive any product that you are unhappy with:
- Email us within 30 days from receiving your order to notify us that you will be returning an item;
- Specify if you are claiming a refund or an exchange;
- Attach your invoice and pictures of the product showing the manufacturing defect(s) or damage;
- Specify the address where our shipping partner shall pick up the returning item;
- Expect a quick reply from us letting you know when (date and time) our shipping partner will be picking up the returning item;
- Pack the item in its original packaging, in the conditions in which you received it, with your invoice included and all labels and instruction manuals (if that is to be the case) unused and undamaged. Please ensure that the item is securely boxed and protected as we are not able to accept it if damaged, annulling the refund/exchange;
- Affix a new address label to your package in a way that it covers or removes the original shipping label. Our address is:
THE BASE Returns
DNA Agency, R. Cruz da Popa
- Make sure you or someone you know and trust (a friend/relative) is at the pick-up location in possession of the retuning item, at the date and time stated by us, in order to formalize and initiate the return shipment;
- Once received, we will inspect the item and process the warranty claim within 5 working days to ensure you receive your refund/exchange as quickly as possible;
- Refunds will be issued within 5 working days (from receipt of delivery confirmation);
- Exchange items will be shipped within 5 working days for stock boards and 4-6 weeks for custom boards (from receipt of delivery confirmation). If the product you ordered is not available, we will gladly exchange it for any items to the same value or issue a refund. Either way, you will be contacted by us to determine what is best for you. We will happily cover the cost of shipping your new board/product. Delivery time varies depending on what you’ve ordered and your location – check our Shipping and Delivery Policy for estimated delivery times.
Please note, should the item you are returning be marked or in unsatisfactory conditions, there may be a chance that we will not refund or exchange your purchase. So you are kept informed, we will send you an email letting you know the outcome of your refund/exchange request. Also note, if the item you are returning does not fit our warranty criteria, refund/exchange will not be processed and reshipping will take place at your discretion.
For any further information please contact us.