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Refund policy

NO EXCHANGES ALLOWED

At HawaiiSurf.com, we want you to be completely satisfied with your order. We do not offer exchanges. For a new size or a different model, you will need to place a new order.

If an item does not suit you, you can return it for a refund under certain conditions, see below.

RETURN PERIOD

You have 30 days from the receipt of your order to make a return via our online form.

RETURN CONDITIONS

Returned items must be new, unworn, accompanied by their original tags, and sent back in their original packaging for the refund to be accepted.

Otherwise, a deduction will be applied. A minimum of 30% of the refund amount will be withheld if the item or its original packaging is damaged, incomplete, or unsuitable for resale.

Please do not stick the return label directly on the box or the original packaging of the item. Make sure to protect the original packaging by using a suitable cardboard box or shipping envelope.

RETURN FEES (excluding warranty claims)

  • Standard items: starting July 1, 2026, returns will incur a fee on our site: In France: €3.99 // In Europe: €5.99

To simplify your process, we provide a prepaid return label through our partner GLS, at a negotiated and advantageous rate. Payment is made at the last step of the online form.

  • Bulky items: return shipping costs are your responsibility. A pickup with our carrier will be necessary: the shipping cost will be quoted by our customer service after receiving and analyzing your request.

Return shipping costs will be covered by us in the case of:

  • Damage to the merchandise;
  • Order preparation error: wrong item received, wrong size;
  • Warranty claims.

PROCEDURE

  • Access our return portal: click here.
  • Select the item or items 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 wish to return, for standard items only.
  • Pay the corresponding return fees.
  • Once your return request is recorded, 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, for standard items only.
  • Once the refund is processed, you will receive a confirmation email.

REFUND

You can track the progress of your return package at any time using the tracking number provided, directly on the GLS website: https://gls-group.eu/FR/fr/suivi-colis/

From the date of receipt of your package in our warehouse, we have a period of 7 working days to check the items and validate your return. The refund will then be processed using the payment method used for your order.

If you have not received your refund after this period, please do not hesitate to contact our customer service. Please also note that processing the refund by your bank or card issuer may take additional time.

NON-RETURNABLE PRODUCTS AND PENALTIES

  • Customized or engraved items.
  • Used, worn, and unpackaged items or those missing tags: a penalty may be applied to the refundable value of the merchandise.
  • Hygiene products: underwear, swimsuits, socks, if they have been worn or if the original hygiene protection film is no longer on the product.
  • Gift cards and products marked as "final sale".
  • Note: we do not accept returns in the boxes of raw products. A penalty may be withheld 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 DELIVERY ISSUES

Please inspect your order upon receipt so that we can assess the problem and address it. Please contact us immediately if:

  • The item is defective or damaged;
  • Or if you receive the wrong item.

No claims can 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 receipt from the driver, indicating the condition of the package and merchandise, take photos of the package and merchandise, and then contact us.

If you have any doubts about the usability or durability of the merchandise, do not hesitate to refuse the delivery of the affected products.

CUSTOMER SERVICE

Our customer service is available Monday to Friday from 9 AM to 1 PM and from 2 PM to 6 PM to answer all your questions regarding your return.