The Base Surf Store
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Return and Exchange Policy


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 the cost of the item(s) refunded. All purchases made directly online at www.thebasesurf.com are covered by a 14 day exchange or refund guarantee. We will refund you any money you have paid us for the item(s) being returned, or provide you with a same cost alternative if required. Basically if you're not happy with it, or you need to swap it, please follow the process below.

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 items 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 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.

 

RETURN/EXCHANGE PROCESS

  1. Email us within 14 days from receiving your order quoting your Order ID and the item(s) you wish to return (size, quantity, etc);
  2. Specify if you are claiming a refund or an exchange;
  3. Attach your invoice to the email;
  4. Specify the address where our shipping partner shall pick up the returning item(s);
  5. Expect a quick reply from us letting you know when (date and time) our shipping partner will be picking up the returning item(s);
  6. Pack the item(s) in its original packaging, in the conditions in which you received it, with your invoice included and all labels and instruction manuals unused and undamaged. Please ensure that the item(s) is securely boxed and protected as we are not able to accept it if damaged, annulling the refund/exchange;
  7. 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 Cascais, R. Cruz da Popa, S/N Piso 4

    2645-449 Alcabideche

    Portugal

     

  8. Make sure you or someone you know and trust (a friend/relative) is at the pick-up location in possession of the retuning item(s), at the date and time stated by us, in order to formalize and initiate the return shipment;
  9. Once received, we will inspect the item(s) and process the warranty claim within 48 hours to ensure you receive your refund/exchange as quickly as possible;
  10. Refunds will be issued within 48 hours (from receipt of delivery confirmation) back to the original card the transaction was made with;
  11. Exchange items will be shipped within 48 hours for stock boards and 2-4 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 times vary depending on what you’ve ordered and your location – check our Shipping and Delivery Information for estimated delivery times.

 

Returns older than 14 days will not be accepted, unless agreed by The Base Surf Store in advance.

You will be responsible for the item or items until they reach us. For your own protection, please make sure surfboards returned for any reason are packaged in the original box with the additional packaging material used. We will not be responsible for return damage in transit to surfboards not packed adequately.

Products must be returned in their original condition including tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns or exchanges.

 

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 return enquiries please contact us.

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TAX REFUND - TAX FREE SHOPPING

Did you know that if you reside outside the European Union you are entitled to a refund of the VAT (Value Added Tax) paid in our store?

When paying for purchases over 61,50 EUR, ask for a Global Blue Tax Free Form and, on the day of departure, get everything taken care of at the airport.


Tax Free Shopping in 3 steps:

1. Form Issuance: when shopping in our store, you will pay full amount (including VAT) and get a Global Blue Tax-Free Form. Fill out the form with the required information.

2. Customs Validation: at the airport, when leaving the EU, go to the nearest Customs or self- validation Kiosk and present your filled-out Tax Free Form, passport, and original purchase receipts for validation. Goods should be kept unused and available for inspection.

3. VAT Tax Refund: add your payment details online to receive the refund automatically. If you prefer, find a nearby Refund Office displaying the Global Blue star logo, present your validated Tax Free Form and passport, and receive your refund in cash. The refund paid is the VAT value deducted from Global Blue's service fee.

Save on shopping at The Base Surf Store!

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