All boards purchased from www.thebasesurf.com are covered by a limited warranty for manufacturing defects, faulty workmanship, and transportation damage.

If your board arrives damaged or shows an issue covered by warranty, we will take full responsibility for resolving the situation as quickly as possible.

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 is only valid in the countries where we officially sell and ship to.

DAMAGE IN TRANSIT

Upon delivery, we strongly recommend that you inspect the package before signing for delivery, and actively alert the delivery agent if you find any damage. If damage is visible, take photos, refuse delivery and notify us straight away. If the package is signed for and damage is only discovered afterwards, please contact us immediately. We will open a claim with the courier and arrange the next steps. In confirmed cases of transport damage, we will cover all transport costs, including collection of the damaged board, return shipping (if required), and shipping of the replacement board. The replacement will be sent once the claim is validated and the original item is received back in its original packaging.

WARRANTY CLAIMS

Warranty claims must be submitted within 30 days from delivery or pick-up and require proof of purchase. Once received, we will inspect the board within 48 hours and inform you of the outcome. If approved, we will offer a replacement board or a refund to the original payment method. If the exact product is not available, we will offer an alternative of equal value or a full refund. Either way, you will be contacted to determine what is best for you.

EXCLUSIONS

This warranty does not cover:

- Misuse, negligence, or improper handling

- Normal wear and tear

- Cosmetic damage from use

- Delays caused by courier services beyond transport damage cases

WARRANTY CLAIM PROCESS

To submit a warranty claim within your 30-day warranty period, please follow the steps below:

1) Email us: Contact us within 30 days of receiving your order. Please include Order ID, description of the issue (manufacturing defect or transport damage), item details (model, size, quantity, etc.), preference for replacement or refund, proof of purchase (invoice), and clear photos showing the issue and packaging.

2) Pack securely: If we request the item to be returned, please ensure it is packed securely in its original packaging, including all protective materials, labels, and documentation. Surfboards must be properly boxed and protected to avoid further damage during transport.

3) Inspection: Once received at our warehouse, we will inspect the item(s) within 48 hours to verify the claim and confirm the nature of the issue.

4) Outcome of the claim: If the claim is approved, we will offer a replacement board or full refund to the original payment method. If the exact product is not available, we will offer an alternative of equal value or a full refund. In cases where the claim is approved, we will cover all transport costs, including collection of the damaged board, return shipping (if required), and shipping of the replacement board.

TIMEFRAME

1) Inspection: within 48 hours of receipt

2) Refunds: processed within 48 hours after approval

3) Replacement boards: stock boards shipped within 48 hours after approval; custom boards manufactured and shipped within 4 weeks after approval

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 refund 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 extra damage caused by inadequate packaging. If a surfboard arrives extensively damaged due to poor packing, there's a chance the refund/exchange could be denied, and reshipping the damaged board back to you will be at your own expense.

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.