Help

HBCSurf Help Returns and Exchange

WETSUITS - RAINBOWS - GENERAL - RETURNS

 

Clearance Items

Clearance items are final sale - no returns - no exchanges.

How to Exchange an Item

The easiest and fastest way to exchange an item is to order the new item and in the order comments section of the checkout, enter the old order number, last name or some way we can identify your order, 

We will pack up your new item(s) and include a pre-paid peel and stick USPS return label. Return shipping charges may be deducted from your original order refund for addition shipping return charges. If your exchange order is placed within 10 days of receiving your order, you may not be charged any restocking fees or shipping charges.

Surfboards and oversized items are non-returnable.

Rainbow Sandals Returns/Exchanges - You will need to add the Rainbow Return package to your order, and then add the new size Rainbow sandals you need. For now, this return package cost $5.95 but may be higher when rates change. 

Your sandals must be in new condition and include all tags. If the tags came off, do not reattach them, but do include them in the return.

When the original item comes back to us, we will issue a refund for the original order. In most cases, we do not charge any shipping or return costs on the original order, exceptions do apply. Men's XL and 302 Men's sandals larger than M may incur additional shipping charges which will be deducted from the refund, however, this is usually rare and not a general practice. 

How to Return an Item

All Returns require an RMA

To start and RMA as a Guest - Visit this page.

To start an RMA if you have and account, visit this page.


Returns and Refunds are accepted within 14 days of receipt.

Refunds are subject to inspection and may be refused if: used, damaged, soiled, or not in new condition.

Items returned without tags attached, with tags missing or altered tags - will be returned and refused refund.

Within 14 Days -  The only return/restock fee we charge are the actual shipping costs. If you used free shipping, there will still be a shipping charge deducted from your return. Economy rates shipping charges are always less than the price we pay for shipping. Your refund will reflect a deduction for actual shipping charges

After 14 Days - Returns after 14 days may be refused at our discretion. If a return is accepted, there will be an additional 20% restock fee, in addition to the actual shipping charges.

To return an item, simply mail it to the address below, no need for any email or RMA.

HBCSURF (YOUR ORDER NUMBER)
811 COLEMAN BLVD MOUNT PLEASANT, SC 29464

We advise you to use a traceable shipping method, with insurance for your returns.

Pack your return with the same care in which is was sent. Items returned which are not in new condition will be refused refund.

 

Wetsuit Returns

Wetsuits that have been worn in the water are yours - no exceptions.

Do not crumple the wetsuit to return it. Wetsuits returned with creases or in poor condition because of improper packing will not be accepted for returns and returned to you at an additional charge. Wetsuits with smoothskin need extra care for packing. 

Reorder the new wetsuit and reply to the new order email, mention this is an exchange for order XXXXXXX and we will pack up your new item(s) and include a pre-paid FedEx or USPS return label. When the original item is returned we will issue a refund for the original order.  The actual cost of shipping may be deducted from the original order. This offer is available on to orders over $175

Never fold a wetsuit lengthwise!

 

 

HBCSurf Return Policy

14 Days to Return Items -  We know, you're going to have to return an item to us at some time and we try to make it as easy as possible for you.

Any returned item must be in new condition, resaleable with all tags. The tags must be attached, all packaging, documents, warranty cards, proofs of purchase, and anything that came with your order must be returned to get a refund.

Exchanges/Returns: Any exchanged item must be in new condition, resaleable with all tags.

Rainbow Sandals

You will need to add the Rainbow Return package to your order, and then add the new size Rainbow sandals you need. For now, this return package cost $5.95 but may be higher when rates change. 

Your sandals must me in new condition and include all tags. If the tags came off, do not reattach them, but do include them in the return.

When the original item comes back to us, we will issue a refund for the original order. In most cases, we do not charge any shipping or return costs on the original order, exceptions do apply. Men's XL and 302 Men's sandals larger than M may incur additional shipping charges which will be deducted from the refund, however, this is usually rare and not a general practice.

Non returnable Items

Sunglasses and Surfboards can not be returned. We tried, but from people wearing them and scratching the lens to sending back FAKE sunglasses, we no longer accept any returns for sunglasses. Sorry. Underwear can not be returned either, unless we sent the wrong size or something. Women's swimwear without guards are non-returnable. Any soiled, used, washed, abused, or any item returned in poor condition will be refused refund.

 

General Return Questions

Why a restock fee? We're a small mom and pop shop and don't get the benefits the large companies get from Visa, MasterCard, American Express, etc.. The card issuer takes a percentage from the original order, plus a fee and then another fee and percentage when a refund is issued. Then there's shipping cost, again, we don't get the amazing rates like the big companies can negotiate and shipping charges are never refunded to us and then there's the boxes and packaging material costs. It all adds up pretty quick and if we're going to keep our prices low, we have to deduct the fees and shipping we're charged from refunds. 

Our average wetsuit order is right at $200. For a return, to ship it to you, ship it back to us and then issue a refund costs on average of $26 shipping and package costs, $16.50+ in credit card fees, which can be higher if it's been too many days or certain credit companies. PayPal is even more.

We don't charge return fees so we can drive new cars, get a bonus or some golden parachte, we charge return fees so we can stay in business. The only retirement working here is Social Security. We work here because we love this job and we love to surf. We want to share our knowledge and help you get the most out of anything you buy from us. We know more about wetsuits and surfboards than almost any other place that sells online or in shops for that matter. And if you've emailed or called for help getting the right suit, you know we'll sometimes tell you that $300 wetsuit isn't worth it for your needs and try to talk you into a less expensive suit. 

Bottom line, we hate the restocking fee. And if Amex, Visa, MasterCard, PayPal, USPS, FedEx, and Uline didn't charge us 2 times for each order that is returned, we wouldn't have a restock fee. 

Wetsuit Returns: It usually cost $14-23 to ship a wetsuit to you. It will cost between $18 and $26 to send the wetsuit back via USPS. Only unused wetsuits, which haven't been worn in the water can be returned

Clothing Returns: Shipping cost is usually less than $5 - but can be higher. Soiled, washed, worn or items missing tags will not be accepted. If you take off the tags, then include them in the return DO NOT REATTACH THE TAGS if you removed them.

How long do I have to return an item: Up to 14 days with only shipping cost restock fee and up to 30 days with shipping cost plus a 10% restock fee $5 minimum. The additional charge for returns after 14 days is to cover additional credit charges for dual processing transactions and to encourage people to return quickly! 

How long will it take to get my refund: Usually the day the items comes back to us, we process the refund right away. Within 48 hours, during a business week, you should see the pending refund on your credit card account. This process may take longer, it is dependent on your particular bank. As soo as we process the refund, the money is removed from our account to your bank. How long it takes your bank to get that money back into your account varies from 2 hours to 2 weeks. Refunds appear as PARROT SURF SHOP

Can I return a wetsuit to HBCSurf: Yes, but only if it has NOT been worn in the water. There's no exception to this rule ever. Wetsuits are intimate appareal and once worn in water are non returnable. Wetsuits which have been worn and returned to HBCSurf will be returned to the sender postage due. The wetsuit also has to be in new condition and resaleable. Take particular care in packaging returned wetsuits. They need to be folded in a specific way as to not damage the wetsuit during shipment. Call us or email us if you have questions about how to package a wetsuit.

What items can I return to HBCSurf: Almost anything. If we sell it, we will take a return for it. There are limitations and exceptions. We will not take back any item that is damaged, soiled, worn or altered in any way. If you wash it, you own it. If you wear it out, it's yours. Sunglasses and Surfboards are nonreturnable

What about items damaged in transit: Inspect your package before signing. Once you sign, you've basically signed away your right to shipping damage claims. A claim will be filed for damages and you'll get a full refund. It can take as little as a day or as long as a month. Not signing for a damaged package speeds up getting your refund!

What about returning an oversized item: We will process the refund, but return shipping fees can be VERY expensive. Shipping fees to return a surfboard range from $120 to $300 or maybe even more. This is why we do not mind measuring and remeasuring boards, sending detailed pictures and helping as much as we can. Of course, if we somehow sent you the wrong board, we will pay all the return shipping costs.

What about after 30 Days: We will take these on a case by case basis for some items. The following items will be refused return after 30 days: wetsuits, sunglasses, watches, footwear and surfboards. Any item returned after 30 days will be charged a 20% restock fee and the cost of shipping.