Our Commitment to Your Satisfaction

At Surf Vault Shop, we’re as passionate about your satisfaction as we are about the quality of our surf gear. We understand that sometimes products don’t meet your expectations, and we’re here to make things right. Just like catching the perfect wave, we want your shopping experience to be smooth and enjoyable from start to finish.

Return & Exchange Timeframe

You have 15 days from the date of delivery to initiate a return or exchange. All items must be in original condition – unused, unwashed, with all tags attached and in original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] with your order number and reason for return
  2. Wait for Authorization: We’ll respond within 24-48 hours with a Return Authorization Number and instructions
  3. Package Your Items: Securely pack the items in their original packaging
  4. Ship to Us: Send the package to our returns address (provided in your authorization email)
  5. Confirmation: We’ll notify you once we receive and process your return

Return Request Template

Use this template when emailing us to streamline your return process:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Hello Surf Vault Shop Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Date of Delivery: [Date you received the order]

Items to Return/Exchange:

  • [Product Name], [Size/Color], Quantity: [X]

Reason for Return/Exchange: [Please provide details]

Preferred Resolution: [Refund / Exchange for (specific product)]

Please send me the return authorization and shipping instructions at your earliest convenience.

Thank you,

[Your Full Name]

Refund Processing

Once we receive and inspect your returned items:

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account
  • Shipping Costs: Original shipping fees are non-refundable

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Surf Hats (due to hygiene considerations)
  • Wetsuits (intimate apparel items)
  • Any products with removed tags or signs of use
  • Items not in original condition or packaging

We make exceptions for defective or incorrect items – please contact us immediately if you receive a damaged or wrong product.

Exchange Policy

We’re happy to exchange items for a different size or color, subject to availability. If the item you want is out of stock, we’ll process a refund instead.

Exchange Shipping: We cover the cost of shipping your replacement item to you.

International Returns

Since we serve customers worldwide (excluding some remote areas and parts of Asia), please note:

  • You are responsible for return shipping costs for international returns
  • Customs duties and taxes are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Need Help?

Our customer service team is here to help you with any questions about returns or exchanges:

Email: [email protected]

Response Time: We typically respond within 24-48 hours

Returns Address: (Provided upon return authorization)
Surf Vault Shop
4471 Foley Street
Miami, US 33179

Thank you for choosing Surf Vault Shop. We’re committed to ensuring you’re completely stoked with your purchase! 🌊