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Shipping & Returns

Shipping

THURSO SURF uses the Fulfilled by Amazon (FBA) service to store and ship our products. Here’s how it works.

THURSO SURF ships our inventory to Amazon’s warehouse. When there is an order, Amazon will ship the item(s) on THURSO SURF’s behalf. Using this process, THURSO SURF can’t choose which carrier Amazon uses or change the delivery address once the package has been shipped out. Orders typically ship within 5 business days after they are received. Orders ship Monday through Friday excluding holidays. You will receive a shipping confirmation email with a tracking number once the order is shipped.

We ship to all 27 countries in the Europe*. Free shipping is offered for all orders over £20.00. For orders £19.99 and below, a £5 pack and ship fee will be charged. The estimated transit time will be displayed at check out after a valid shipping address is entered. Depending on the location, transit time can vary from 4 business days to 10 business days. The above time is an estimate and is not guaranteed.

Please make sure the shipping address is correct when submitting an order. If an address error is discovered after the order is placed, THURSO SURF does not guarantee an address correction can be made. If an order is lost or misdelivered due to a customer error in submitting improper shipping information, THURSO SURF will not be held responsible for the lost shipment. If a package has been returned due to an incorrect shipping address, the customer must pay any additional cost incurred before THURSO SURF reship the order to the correct address.

Upon delivery, please inspect the package for any visible signs of damage before signing for acceptance. If by any chance you find damage to the contents, please refuse the shipment by writing “Refused due to damage” and return the shipment to the driver.

*With Amazon’s FBA service, we ship to Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

Items Delivered Defective

We ensure our products arrive in perfect condition and ready to use. If items are delivered as defective or damaged, you may contact us for an exchange/refund. To do this, please complete the claim form. Provide us with as much detail as possible so we can evaluate your request.

After receiving the request, it may take up to 7 days to process and determine its validity. If approved, we will reach out to you with the offer of either an exchange or a refund based on THURSO SURF’s sole discretion.

The original item must be returned to a designated address before the exchange/refund can be issued. THURSO SURF will cover return shipping by either providing shipping labels or refund the shipping cost afterwards with a valid shipping receipt. Once your return is received and inspected, we will initiate the exchange or refund.

For an exchange, it may take up to 21 days for the replacement item to arrive, depending on the location. For a refund, it may take up to 7 days to process, and it may take up to 30 days for the refund to be visible on your credit card statement.

Returns

THURSO SURF provides a 30-Day Money Back Policy – you can try our products within 30 days from the date of your purchase. If you are unsatisfied for any reason you may return your item(s) for a full refund. If 30 or more days have passed since your order date, we can’t offer a refund or exchange.

You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable. If you are returning a higher priced item, you should consider using a trackable shipping service or purchasing shipping insurance. Because shipping involves a third party we can’t absolutely guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we received your returned item. If the item is damaged or missing parts for errors not due to THURSO SURF, only partial refunds will be granted. These are based on THURSO SURF’s sole discretion. If your return is approved, then the refund will be issued to your original payment method within 7 to 14 days. It may take up to 30 days for the refund to be visible on your credit card statement.

To file a return, please complete the claim form and we will contact you for further details.

Repair/Exchange

THURSO SURF provides limited warranty to our products. If you believe the situation complies the warranty policy, please submit the claim form. Provide us with as much detail as possible so we can evaluate your request.

The warrantied product must be shipped back to our warehouse for inspection. You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable. If you are returning a higher priced item, you should consider using a trackable shipping service or purchasing shipping insurance. Because shipping involves a third party we can’t absolutely guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we received your returned item. At THURSO SURF’s sole discretion, we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product. Repair and exchange may take up to 14 days to complete. Once completed, the product will be returned to you at THURSO SURF’s cost.

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