We are committed to having you pleased so we take great care and professionalism into our work. Our boards are built by highly credentialized professionals complying with the highest board building standards.
Each board goes through an extremely rigorous quality control process before leaving our facilities. Plus, we take great care in packaging your order for delivery, wrapping it in bubble wrap, adding foam around the rails, nose and tail, and then boxing it at a high standard of protection. We trust our couriers and delivery providers to take the same level of care.
If one of our boards reaches your hands, the chances of it having a fault or defect are pretty close to zero.
However, we want you to feel completely safe when purchasing from www.thebasesurf.com so each and every item on sale is warranted to the original owner.
Check our limited warranty conditions and guidelines below.
WHAT IS THE BASE SURF STORE WARRANTY POLICY?
The Base Surf Store warranty policy allows you to claim a return or exchange on any item purchased from www.thebasesurf.com under specific conditions.
This warranty is available in the countries The Base Surf Store trades to ONLY.
HOW LONG IS THE WARRANTY?
You can claim the warranty within 30 days from the date of delivery or pick-up of your order.
WHAT DOES THE WARRANTY INCLUDE?
Items purchased from www.thebasesurf.com are warranted to the original owner against manufacturing defects, faulty workmanship and transportation casualties (loss, damage or breakage over shipping). Please take careful consideration when purchasing surfboards from us as we do not refund or exchange due to change of heart after the 14-day cooling-off period legally contemplated in your right to cancellation (applicable to stock items only). We understand every circumstance is different; that's why we are happy for you to contact our customer service to discuss your individual situation.
Only original, unaltered and unmodified materials and workmanship are covered by this warranty.
Only full priced items are covered by this warranty.
This warranty DOES NOT include:
- Damage or loss caused by misuse, inappropriate use or normal wear and tear of the product;
- Damage caused by accident, improper care or negligence;
- Abrasions or the natural breakdown of colors and materials;
- Delays in transportation.
DOES THE WARRANTY COVER PRODUCTS PURCHASED IN OTHER STORES?
No. Warranty claims on purchases made at another store or online vendor must be processed by them.
HOW CAN I CLAIM THE WARRANTY?
All warranty claims must be made directly with us.
You can claim the warranty on a faulty item by sending us an email complying with our Return and Exchange Policy.
Proof of purchase (receipt with date of transaction) is essential for all warranty claims.
WHAT HAPPENS AFTER I CLAIM THE WARRANTY?
Once received, we will inspect and process the item within 5 working days to ensure you receive your refund/exchange as quickly as possible.
Please note, should the item be marked or in unsatisfactory conditions there may be a chance that we will not refund/exchange it. So you are kept informed, we will send you an email letting you know the outcome of your warranty claim.
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: In order to prevent hazards and/or delay in the exchange or refund process, we strongly recommend you to check your item before signing for delivery, and immediately alert the delivery employee if you find any damage. If your order shows any sign of having been damaged during shipment DO NOT sign the delivery papers. Take a picture of the package and product(s) showing damage and contact us immediately, and refuse to receive it. If you happen to sign for the package and notice the damage after the fact, you'll need to contact us immediately as a claim must be filed and shipping insurance activated with the delivery company. This implies, your order will have to be picked up by our delivery partner in its original packaging, in the conditions in which you received it, and we will proceed to ship you a new item. Please note, these are exceptional situations; contact us if your replacement board takes longer than usual.
WE ENDEAVOUR TO MAKE SURE THAT ALL ITEMS LISTED ON OUR WEBSITE ARE CURRENTLY IN STOCK AND PRICING IS TRUE AND CORRECT. IN THE UNLIKELY EVENT THAT AN ITEM’S PRICE IS INCORRECT, AN ORDERED PRODUCT IS NOT AVAILABLE OR WE ARE SOMEHOW UNABLE TO FULFIL YOUR ORDER, WE WILL NOTIFY YOU WITHIN 2 WORKING DAYS TO ARRANGE A BACKORDER OR A FULL REFUND.
For any further information please contact us.