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Return and Exchange Policy FAQ

Frequently asked questions about returns, refunds, and exchanges. To initiate a return, exchange or refund, visit our returns centre here.

How do I return?

  • Visit our returns centre
  • Enter your order number and email address to start
  • Follow the instructions and select the items you want to return
  • Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable? 

  • Within 30 days from the date of delivery
  • In unused and resellable condition
  • In the original packaging (where applicable) with all the tags intact

What items are non-refundable? 

 The following items cannot be returned:

  • Gift cards
  • Discounted items (30% off or more)
  • Garments that have been worn/missing tags/washed/altered
  • Swimwear missing hygiene sticker (where applicable)
  • Boards that have been ridden
  • Items outside the 30 day return guidelines

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for available variants/products. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us at contact@naturalnecessity.com.auWe accept exchanges and refunds up to 30 days from date of delivery for full price items. Postage for returns and exchanges is not covered by Natural Necessity, unless we are at fault, e.g. item is damaged, faulty, or wrong item has been sent. No refunds or returns are offered on sale items, unless you have received the wrong item. 

STANDARD SIZE ITEMS (See below for Boards)
We accept exchanges and refunds up to 30 days from date of delivery for full price items. For all Returns and Refunds we require the following:

  • Return form completed and/or a copy of your invoice with reason for return
  • Item in the same condition you received it, with all tags and hygiene stickers (only applicable to swimwear) intact
  • Items must not have been worn, washed or altered in any way
  • Returns posted within 30 days of delivery

To process returns quickly and for security, we highly recommend returns are sent with tracked postage. Natural Necessity is not liable for any lost or damaged returns parcels. We are happy to ship your exchange back to you for free, but customers are responsible for shipping costs to Natural Necessity. Shipping costs are not refundable on full price and sale items. Natural Necessity prides its self on customer satisfaction, if you have any enquiries during this process please contact us. 

ADDRESS FOR RETURNS:
Attn: Online Return
Natural Necessity
115 Fern St, Gerringong, NSW, 2534.

BULKY ITEMS (Surfboards, Paddle boards etc.)
Natural Necessity Surf Shop will happily exchange or refund surfboards in the following instances:

  • Within 30 days from delivery date
  • Return form completed and/or a copy of your invoice with reason for return
  • With the surfboard unridden and in the same condition as it was when you received it
  • With the board sent back in the wrapping & box it was sent to you in, with any included fins enclosed
  • The customer must pay the return freight

Surfboards can be difficult to ship, so please contact us for help.

DISCOUNTED ITEMS
Refunds are not offered for items discounted by 30% or more, exchanges or a store credit are available on sale items, for details please contact us. 
Conditions for exchanges on sale items:

  • Customer covers return shipping
  • Return form completed and/or a copy of your invoice with reason for return
  • Item in the same condition you received it, with all tags and hygiene stickers (only applicable to swimwear) intact
  • Items must not have been worn, washed or altered in any way
  • Returns posted within 30 days of delivery

FAULTY OR DAMAGED ITEMS
For standard size items please follow the steps above for a regular return. For bulky items (surfboards) we recommend contacting us first via the contact page, so we can assess the problem. If the item is indeed damaged or faulty we will cover shipping costs returns.

Please note with all surfboard/SUP purchases we are not liable or at fault for the placement and colour of logos as they can vary from board to board. Due to the nature of surfboard production, most surfboards are hand finished, resulting in slight variations in placement of decals, colours and resin. We always strive to use the most accurate depiction of boards available.