Surfs SUP is bound by the rules laid out in the Distance Selling Regulations for any online or mail order transactions.
Ordering online or via mail order
We do not currently run a standard online order system.
Our website allows the viewer to create a list of items that they are interested in. This can then be emailed to us. Upon receipt of the email we will contact the customer to discuss their list of items.
If the customer then wishes to proceed with an order they will be emailed an invoice. Upon receipt of full payment the order will be processed.
Payment can be made by BACS or Paypal and items can be collected or shipped out.
NOTE: any items collected in person are void of the Distance Selling Regulations in relation to a 30 day cancellation period or 7 day cooling off period. You will be asked to perform a full inspection of the items before taking them away.
Cancelling an order
In the UK Distance Selling Regulations you have 7 working days to cancel the contract for your order with us and we will issue you with a full refund. The 7 working days starts from the day after we receive your order.
We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number. If you have already received your order, you will need to return all the items in the order.
You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them. If items are not in the original condition and packing the refund may not be actioned.
Non receipt of order
If an item is lost during transit then Surfs-SUP will begin an investigation to ascertain the location of the items. Ultimately the customer will receive either a full refund or a replacement item. The investigation will begin within 24 hours of Surfs-SUP being advised of the problem.
Any item received by a customer and considered as damaged will be either replaced, repaired or refunded. Depending on the circumstances we may either ask for the item back, to receive photos and a full description of the damage and circumstances if applicable.
Your board or paddle will be delivered by a courier. The courier may vary depending upon your location. For boards, you will be contact 24 hours in advance to let you know what day the item is to be delivered. As boards are very large items, it is not advisable to ask for items to be redirected so please make sure the delivery address you give when ordering is practical. We are unable to confirm an exact date for a board delivery until our courier advises us of such but it will be within a reasonable period from the date the order is placed. This is usually between 7-21 days.
If circumstances arise that are out of our control this period may need to be adjusted and we will advise you of such.
Pre-delivery and client side delivery checks
We want to ensure you receive your item safely and securely. With this in mind we inspect all our boards and paddles before dispatch. We also ask you to inspect the packaging when the item arrives with the courier, before signing off the courier delivery.
In the unlikely event of there being any packaging damage please sign for the delivery and write ‘damaged’. If you are unable to check the item at the time of delivery please write ‘unchecked’
If the packaging is damaged and the courier refuses to allow you to sign for the package as damaged, please take the time to unwrap and inspect the product prior to signing. If there is further refusal, please contact us immediately – 0781 805 5691 before letting the courier leave your premises. The courier cannot leave without a signature so please be aware of your rights to check the item, no matter what they insist.
If transit damage has occurred you must report it within 3 days of taking receipt of the item. We will need photos of the box/packaging and any further visual damage. After this period we cannot accept the claim. If you are asking a third party to accept the item for you and therefore you are personally unable to check the item, you must ask the recipient to make the inspection.
Returning an unwanted item
You have 30 days from the actual date of order to return an unwanted item but it must be unused and in exactly the same condition it was in when we sent it out.
To initiate a return please contact us using our online contact form and advise us of your details and reason for return. We can then advise on the best method for returning the goods.
It is the customers responsibility to fully insure the Items before returning them to us as any damaged item during return transit will be refused a refund and then shipped back to the customer at their expense.
Upon receiving a returned item it will be inspected before any refunds are made.
Any unwanted item may be refunded but all shipping costs must be paid for by the customer.
Confirmed refunds will be made back to the customers bank account from which the original payment was made only and will be made within 7 days of the confirmation for refund being given.
All products purchased from Surfs-SUP carry the full manufacturer warranty unless sold as a “no warranty” item. Special circumstance: in the event the manufacturer is no longer in business, Surfs-SUP will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please email our customer service team using this form regarding any warranty questions.
If you contact Surfs-SUP by telephone, e-mail or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our feedback area or by calling one of our customer service representatives, we may ask for your name, e-mail address and order information in order to send you a reply.
Cookies and How We Use Them
Cookies are alphanumeric identifiers that we transfer to your computer’s hard drive through your Web browser to enable our systems to recognise your browser for the purposes of:
– Identifying you when you sign-in to our site.
– Keeping track of items stored in your shopping basket.
– Conducting research and diagnostics to improve Surfs-SUPs content, products and services.
– Preventing fraudulent activities.
– Improving security.
– Delivering content, including advertisements, relevant to your interests on www.surfs-sup.co.uk and third-party sites.
– Using analytical tools to understand statistical patterns in website use.
The cookies make your use of the site easier, allow you to retrieve an earlier shopping cart, make the site run more smoothly and help us to maintain a secure site. You will be unable to shop on our site without your browser set to accept cookies.
Cookies and Browser Settings
The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. Additionally, you can disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-on’s settings or visiting the website of its manufacturer.
We may promote an activity, service, or special promotion as well as utilise an email gathering system that links into MailChimp which is a mail sending service. In providing your email you have agreed for us to use this email to contact you on occasion, but you are entitled to ask for us to take your email off of our system and Mail Chimp.
Your email will never be given to any third parties for us in any way.