Returns and Exchanges

Oceanfire Surf want you to be completely happy with your purchase, so if you’re not entirely satisfied, we’re happy to do whatever we can to help resolve the issue.

Faulty, Defective or Incorrect Items

Items purchased in store

If you purchase an item from our shopfront that you later discover is faulty or contains a manufacturing defect, we sincerely apologise. We make every effort to ensure the products we sell are of the highest quality, however, sometimes faults and manufacturing defects aren’t immediately noticeable and it’s possible for us to miss them.

If you find yourself in this situation, please contact the Oceanfire Surf team immediately so that we can resolve the issue as quickly as possible. Either call us on (02) 4023 5503, email us at shop@oceanfire.com.au, or bring the item back to the store.

Items purchased online

If you somehow receive an item that is faulty, defective, or not what you ordered, we sincerely apologise. We stock leading brands because they are usually of the highest quality, and the Oceanfire Surf team makes every effort to ensure that the items you receive are the items you ordered. However, we’re only human, and sometimes errors and oversights can occur.

If there are any quality issues with the products you have received, please contact us immediately so that we can arrange a refund or a replacement product. Likewise, if the item you receive is not the item you ordered, please contact us immediately so that we can resolve the issue as quickly as possible.

In these situations, please follow the steps below:

  • Email us at shop@oceanfire.com.au – include your order number, give us a brief explanation of the issue (i.e., whether the item is faulty/incorrect, etc.) and send us a clear photo of item.
  • Once we receive your email, we’ll contact you and advise you on the best way for the item to be returned to us.
  • Once we have received and inspected the item, we’ll contact you to provide you with an update. If your return is approved, we’ll either issue you with a refund, provide you with a replacement item, or offer you an exchange (either an alternate item or store/online credit). The time that it takes for the refund to process and funds to show up in your account are dependent upon your card issuer's policies.

Sale or Promotional Items

Purchases of sale or promotional items are final. No refunds or exchanges will be provided, so please choose carefully.

Return and exchange policy – in-store purchases

While we do not provide refunds on purchases where you have had a ‘change of mind’, we do offer you the option of exchanging full priced items for an alternate item or size, or for store credit… however, there are some conditions:

  • A receipt or proof of purchase must be returned with the item/s.
  • Goods must be returned in their original condition, unworn or unused (whichever applies), in the original packaging and/or with all tags attached.
  • Items must be returned within 14 days from the date of purchase.

Return and exchange policy – online purchases

If you are in any way unhappy with your online purchase/s, please contact the Oceanfire Surf team – you can either call us on (02) 4023 5503, or email us at shop@oceanfire.com.au. We are more than happy to discuss any problems with your online order and work with you to try to resolve issue.

Again, while we do not provide refunds on items purchased on-line where you have had a ‘change of mind’, we do offer the option of exchanging full priced items for alternate items or sizes, or for online credit.

Where you are seeking an exchange on an item purchased online, all the conditions listed above for in-store purchases must be met, and additional conditions also apply:

  • The customer is responsible for all postage costs associated with the return of the product/s, except where an item has been deemed faulty by the Oceanfire Surf team.
  • The customer is responsible for all costs associated with postage/delivery of the replacement item/s.

Process for Returning Online Purchases

Before continuing, please ensure that you’ve read and understood our Return and Exchange Policy – Online Purchases, and that you can meet all the conditions of return set out in the policy. Once you’ve done that, please follow the steps below to return your online purchase.

  1. Fill out the Returns & Exchanges form supplied in your order/ Print out and fill in the Returns & Exchanges form available on this site, OR

Email us at shop@oceanfire.com.au – make sure you include your order number, give us a brief explanation of the issue and let us know whether you require an exchange or a credit note, OR

Call us on (02) 4023 5503 – make sure you have your order number handy, have a chat to us about the issue and let us know whether you require an exchange or a credit note

  1. Pack the item/s you are returning in a secure carton or reuse the original packaging, and make sure to include your invoice (or a copy of it). If you’re using the Returns & Exchanges form (as per step 1), please also include the completed form in this package.

Important Note: Please ensure that all boxed items are enclosed in a satchel or bubble wrap for protection during postage or the return may be refused.

Items being returned via post should be addressed to:

Oceanfire Surf

ATT: Online Exchanges

Shop 1, Primewest Belmont Citi shopping centre,

41 Macquarie Street,

Belmont, NSW   2280