- Contact us at firstname.lastname@example.org for questions related to refunds and returns.
- Our refund and returns policy are specific for each product and brand. Please reach out to email@example.com with the order number and the details of the refund and return request to check if the product is eligible for a return.
- Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
- Request your Return Authorization Number and by emailing firstname.lastname@example.org with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.
- Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
Please understand that we issue refunds as soon as your refund request is approved – that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded. Sale items cannot be refunded.
How long does delivery take?
All orders are shipped within 2-5 business days. If your order hasn’t arrived in the estimated delivery times, please contact our support team at email@example.com.
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Can you provide me with a tracking number?
All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.
I’ve entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can’t promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won’t be able to stop it.
We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically processes orders and just follows what you supplied.
Can I cancel my order after it has been placed?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 15% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
- Buyer no longer wants the items – this is the most common example which we cannot honor if we want to continue offering great value at Key Surfers. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
- Buyer found items cheaper somewhere else – Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.