Exchanges, Returns and Warranties

Any item purchased from the Surfers Lab online store can be returned or exchanged at one of our stores, or if you prefer, you can send it to our online warehouse.

  • Exchanges and Returns

    Returns

    If for any reason you are not satisfied with the products, you can return them within 14 calendar days after receiving the order, provided that the products are in perfect conditions, with its original packaging, accessories or promotional offers included, and accompanied by proof of purchase or invoice, provided that this has not been tampered with in any way or means.

    > Returns in Physical Store

    You can go to any of the Surfers Lab stores ( BalealSagresCosta da Caparica), together with the respective invoice, and make your return directly with one of our employees.

    > Online Return
    1 — Make sure that the products are in perfect conditions, exactly as it was delivered to you and with the respective labels;

    2 — Pack the product well in a sealed box or in the same box in which it was delivered to you;

    3 — Fill in the "Order Return" form, print the email sent to you after submitting the form, and attach it to the order to be returned.

    4 — Send the product together with a copy of the invoice and the printing of the form to our online warehouse (shipping will be your responsibility):

    Online warehouse address:

    Surfcloud, Lda

    Rua Carlos Lopes, Albiz Global Parque, Armazém F1,

    2635-209 Albarraque – Rio de Mouro.

    5 — Wait for a brief response from our Customer Support who will explain the next steps.


    Exchanges

    If for any reason you are not satisfied with the products, you can exchange them within 14 calendar days after receiving the order, provided that the product is in perfect condition, and if necessary with the its original packaging, accessories or promotional offers included, and accompanied by proof of purchase or invoice, provided that this has not been tampered with in any way or means.

    > Exchanges in Physical Store

    You can go to any Surfers Lab store ( BalealSagresCosta da Caparica) and make your exchange directly with one of our employees.

    > Online Exchange

    1 — Make sure that the product is in perfect condition, as it was delivered to you and with the respective labels;

    2 — Pack the product well in a sealed box or in the same box in which it was delivered to you;

    3 — Fill in the "Order Return" form, print the email sent to you after submitting the form, and attach it to the order to be returned.

    4 — Send the product together with a copy of the invoice and the printing of the form to our online warehouse (shipping will be your responsibility):

    Online warehouse address:

    Surfcloud, Lda

    Rua Carlos Lopes, Albiz Global Parque, Armazém F1,

    2635-209 Albarraque – Rio de Mouro.

    5 — Wait for a brief response from our Customer Support who will explain the next steps.


    IMPORTANT

    — Your exchange can only be shipped free of charge to a physical Surfers Lab store (unless you pay shipping costs).

    — *Surfers Lab accepts exchanges within a maximum period of 14 days from the date of receipt, provided that the items: have not been used, washed or damaged; are not personalized; have original tag; are in perfect sales condition and in the original packaging (if any).

    — When making a return, make sure that you do not need to exchange or return any other items in the same order.

    — Returns of personal items (for example: underwear) are not accepted and it is not possible to exchange/return boards.

    — Transport costs for exchanges/returns are borne by the customer. In the case of a return, only the value of the item(s) is refunded, thus excluding the value of shipping costs.

    — The customer must always keep the proof of shipment since, until we receive the item(s) in our warehouse, it is the customer's responsibility. We are not responsible for items lost or delayed in transport from the customer to our warehouse.

    — The above conditions must be respected so that Surfers Lab can make your exchange or refund the payment.

    — Return costs
    Return shipping costs are at the customer's expense. You can always choose to return the order at a Surfers Lab physical store.

    — I received a wrong and/or defective item. How should I proceed?
    In case you have received a wrong and/or defective item, you must contact our Customer Support. After analysis, if the situation arises, we will schedule the collection of the item(s) within a maximum period of 8 days after receiving the order. We will always be willing to listen to you and resolve the issue in the best possible way.

    — Exchange, return or claim at a Surfers Lab store
    You can make exchanges, returns or complaints at one of the Surfers Lab stores (BalealSagres, Costa da Caparica), making sure you are accompanied by: the item(s) to be returned and the respective invoice.

    — In the event of a refund, this can be done using a shopping voucher (which you can later use at Surfers Lab stores or the online store) or you can choose to be refunded using the same method used for payment.

    — Repayment period
    The refund of the value of the item(s) will be made within a maximum period of 10 working days from the date of receipt. Once this is completed, you will receive a confirmation email. The date on which the transferred amount will be available in the customer's account depends on the customer's banking institution.

  • Warranties

    Warranties

    How to make a claim for a used product?

    To file a claim for a used product, you must contact Customer Support to resolve the process. After this contact, you must send your article with the respective invoice (which you can find in your customer area) and a brief description of your complaint. If you prefer, you can also go to one of our physical stores (SagresBaleal or Costa da Caparica) and file a complaint with one of our employees.

    The complaint will later be reported to the brand and the maximum response time to the customer is 30 days.

    If the brand accepts the claim, the item will be replaced with a new one (exactly the same) or a refund of its value (if the item in question is no longer in stock).

    If the claim is not accepted, the brand returns the claimed item to be delivered to the customer, in which the item must be picked up at one of our Surfers Lab stores (Sagres, Baleal or Costa da Caparica) or at our Headquarters in Sintra. There is also the option to ship the item to an address of your choice having this last option, associated transportation costs.

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