RETURNS AND REFUNDS POLICY:
1.1 At Surf & Turf, we‘re so confident in the quality of our products, that we offer you a full guarantee. If for any reason you are not entirely happy with your purchase, you can exchange it for something else, or receive a full refund. This excludes any bespoke printed items.
YOUR RIGHT TO CANCEL:
1.2 Please check your goods on delivery, if the box is damaged please sign ‘box damaged’ on the couriers delivery record, if your goods are incorrect, faulty or damaged on delivery you must notify us within 48 hours, we will either exchange the product or issue a full refund within 7 days of your delivery. Before you return the goods you must phone 905 664 4758 and state the reason for return, you will be issued with a returns number, goods returned without a returns number will not be accepted, all returns should be notified within 48 hours of delivery.
1.4 You are responsible for the cost of returning the goods to Surf & Turf. You are responsible for the goods until they reach us, so we highly recommend that you use a secure service (requiring a signature on delivery) when returning goods to us, so that you can track the item to ensure it reaches us and that we have acknowledged receipt of the goods.
1.7 Please note: Surf & Turf reserves the right to refuse return; therefore please ensure that before any is returned to us, you have notified our office to ensure we are happy to receive the goods.
1.8 You can return the goods in their original packaging to the following address:
Surf & Turf Instant Shelters Unit 4-11 Garden Avenue, Stoney Creek, Ontario. L8E 2Y8
BESPOKE, PRINTED or PERSONALISED ITEMS:
1.9 Bespoke, printed and personalised items are not eligible for return once shipped unless faulty or damaged in transit. If at any point you wish to cancel a bespoke order (i.e. printing, or individual amendments), then the deposit taken, will be non-refundable. If 100% payment has been taken, then you will only be eligible for 50% refund. However, Surf & Turf reserves the right to refuse to refund, when bespoke work has been carried out on your instructions.
FAULTY OR DEFECTIVE ITEMS
1.10 Note that in the event of Surf & Turf sending you a faulty or defective item, we would need to be notified of said fault, within 48 hours of you receiving the goods.
1.11 In order to replace the faulty item, we may ask to see photographic evidence of the fault, or to have the item sent back to us before we can issue a replacement. This evidentiary requirement will enable us to make an informed decision about whether to repair or replace the item in question.
1.12 Once used, we will not accept goods back without a valid reason (such as a manufacturing fault).
1.13 We reserve the right to repair or replace goods which have been proven faulty. We reserve the right to issue a credit note by way of refund.
1.14 Please note that if your time for return as stated in (1.2) has expired, then your rights for refund/returns as outlined, may have also expired.