Start the return process ?

At HawaiiSurf.com, we want you to be completely satisfied with your order. We do not offer exchanges, but if an item doesn't work for you, you can return it under certain conditions:

Return period

• You have 30 days from the receipt of your order to make a return through our online procedure.
• Items must be new, unworn, with their tags and in their original packaging.

Returns from France : free (except for bulky items)

• Returns from mainland France are free for standard products, except for bulky items (Surfboard, Stand up paddle, skis, snowboard, bicycles...). For these items, return shipping costs are your responsibility.

Procedure:

• Access our return portal here.
• Select the item(s) to return and follow the instructions to submit your request. Depending on the reasons for the return, photos may be required for the request to be approved.
• Choose the GLS pickup point from which you want to make your return.
• Once your return request is registered, our customer service has 48 hours to approve (or deny) it. Once the request is approved, you will receive an email containing a prepaid return label.
• Drop off the package at a GLS pickup point (list of pickup points).

Returns from the rest of Europe : at your expense

• Customers located outside mainland France can return their order at their own expense.

Procedure:

• Access our return portal here.
• Select the item(s) to return and follow the instructions to submit your request. Depending on the reasons for the return, photos may be required for the request to be approved.
• Wait for your return to be validated by customer service.
• Ship the package with a carrier of your choice, making sure to obtain a tracking number to follow your package.

Refunds, exchanges, and penalties

• Once your return is received and validated, we will process the refund within 14 business days via the original payment method. After this period, feel free to follow up if you have not received your refund. Remember that processing and displaying the refund by your bank or credit card company may take some time.
• We do not offer exchanges. For a new size or a different model, you will need to place a new order.

How to ship your package ?

• Items must be returned as new (unused, unwashed, unwrinkled, etc.): please ensure they are well protected and placed in the original plastic bags with tags. Securely close the package and attach the return label.

Non-returnable products and penalties

• Customized or engraved items.
• Used, worn, and unpackaged items or those with missing tags: a penalty may be applied to the refundable value of the merchandise.
• Hygiene products (underwear, swimwear, socks) if they have been worn or if the original protective hygiene film is no longer on the product.
• Gift cards and products marked as "final sale".
• Attention ! We do not accept returns in the boxes of raw products : a penalty may be deducted from your refund (for example, if you return a pair of shoes, place them in their box, then pack that box in the original carton or another packaging. Do not stick or tape a label directly on the brand's shoebox).

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can assess the issue and resolve it.

No claims will be considered without following the instructions below:

It is imperative to check the package and merchandise upon delivery: in case of damage, you must make qualified reservations on the delivery slip from the driver, indicating the condition of the package and merchandise, take photos, and then contact us. If you have any doubts about the usability or durability of the merchandise, do not hesitate to refuse delivery of the affected products.

For any questions, our customer service is available by email or phone.

📩 Email: contact@hawaiisurf.com
📞 Phone: +33 5 33 78 06 00