At Shapers Surf, we stand behind the quality of our surfboard shaping materials and accessories. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of delivery for a full refund or exchange. To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be in its original packaging
  • You must provide proof of purchase

Non-Returnable Items

Due to the nature of these products, the following items cannot be returned or exchanged:

  • Custom-cut materials (all items from “Blank and Material Kits”, “Blanks”, and custom-sized cloth/products)
  • Opened abrasives (any opened packages from “Abrasives” section)
  • Used catalyst dispensers

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact us within 15 days of receiving your order at [email protected] with your order number and details about the product you’d like to return or exchange
  2. Wait for approval – We’ll respond within 2 business days with return instructions
  3. Package your return – Securely pack the item(s) in the original packaging
  4. Ship your return – Send the package to our warehouse at:
    Shapers Surf Returns
    99 Jacabina Court
    COLEDALE, AU 2515
  5. Track your return – We recommend using a trackable shipping service

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once your return is received and inspected (typically within 5 business days of arrival at our warehouse), we’ll process your refund or exchange. You can expect:

  • Refund method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB) or PayPal account
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 2-10 business days depending on your financial institution

Exchange Processing

For exchanges, we’ll ship your replacement item once the original item is received. Exchange shipping times follow our standard delivery times:

  • Standard shipping: 10-15 business days via DHL/FedEx
  • Free shipping: 15-25 business days via EMS (for orders over $50)

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Shapers Surf Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Product Name: – Reason for return/exchange: – Preferred resolution: (Refund/Exchange for [Product Name]) – Any additional notes: Please advise on the next steps. I’ve reviewed the return policy and confirm the item is in its original condition and packaging. Best regards, [Your Full Name] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund at no additional cost to you.

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

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