What if there's something not quite right with my online purchase? It's the wrong size or not quite what I was after. What are my options?

Firstly if it is a warranty then warranty periods vary between products and brands so your first step is to get in contact with us to discuss your specific warranty issue. When an item is returned to us we will contact you along with the manufacturer to discuss your options.

If it is just a return because your item is not what you were after, didn't fit, etc then that's ok too, scroll down to find out what you can do about returning your purchase. 

Can I exchange/return an item?

You can exchange/return purchases items apart from earrings / final clearance products* and buy one get one free deals within 30 days of purchase. In a case where you are unhappy with the goods supplied and wish to exchange for a different item please contact us first before sending the goods back, this way we can put aside your exchange or let you know if it is available or not.

• Sale items cannot be refunded but you can exchange or receive a credit for purchase amount (large items with occur a $15 shipping and handling fee for an exchange).
• Two for one sales are final.
• Only full priced items are allegeable for a refund.
• Return postage is at customers expense. 
• All returns must be unworn / unused with all original tags and packaging included. 
• Final Clearance products cannot be returned or exchanged (discounted 40% or more, including buy one get one free products).
• Swimwear must have the hygiene seal intact to return.

We will inspect the item on receipt and contact you to discuss options if we haven't already.

Should there be a difference in price between the items the money can be refunded/charged back to your original pay method.

Circumstances vary between exchanges, we understand and treat every exchange specific to your needs.

Full shipping costs will need to be paid for international exchanges.

PLEASE NOTE: Any sale items discounted 40% or more are classed as clearance and the sale is final.

We always want you to be completely satisfied with your chosen product. If you are unhappy with the goods supplied for any reason please contact us before returning the item. You can return an item to boardhouse.nz within 30 days of purchase.

The item must be accompanied with original packaging, receipts and the filled out boardhouse.nz returns form that shipped originally with the item. (Note : Filling in the returns form with as much information as possible really speeds up the process.)

When an item is returned to us we will inspect the product and contact you to discuss further. We are online shoppers too and understand circumstances can vary between purchases – if you’re worried, drop us a call and we will fill you in.

Satisfaction Guarantee:

If for any reason you are not completely satisfied with your purchase (including sale items) within 30 days of receiving your order. Please follow these procedures to ensure a prompt refund, replacement, or credit:

1. Contact us at shop@boardhouse.nz to obtain returns form and Returns Authorization number. 
2. Using a good carton/packaging, return your item/s via insured Courier Post Mail or other Parcel Carrier of your choice. Note: products must be unused with all original packaging and tags on.
3. Keep a record of your shipment until you have received a credit, refund, or replacement depending on what you choose (this falls within our returns policy for sale items unless faulty or damaged).

For additional information on our return policies, please contact our Customer Service department at 03 443 6698, or e-mail us at shop@boardhouse.nz

IMPORTANT: ONLY FULL PRICED ONLINE ORDERS (NOT IN STORE) QUALIFY FOR A REFUND, IN STORE PURCHASES CAN ONLY BE RETURNED FOR A CREDIT OR EXCHANGE, UNLESS THE ISSUE FALLS UNDER THE CONSUMER GUARANTEES ACT.

Warranties:

Every item Boardhouse.nz carries is covered by a warranty from the individual manufacturers. The manufacturer alone will decide whether to repair or replace defective merchandise.

Covered: Generally, warranties cover defects in materials and workmanship and not accidents.

Not Covered:

• Damage from abuse, neglect, accidents, and racing are not covered under any warranty.
• Labour and shipping are not covered under any warranty.

Boardhouse.nz offers its customers any manufacturer's warranty on merchandise we sell PLUS our 2yr guarantee on all NEW Boards. But otherwise, we make no warranty, express or implied, as to the merchant-ability or fitness for any particular purpose of the merchandise in our catalog.

Since each manufacturer has different warranty procedures, contact shop@boardhouse.nz and we'll help get your warranty issue taken care of.

Boardhouse.nz shall not be responsible for the improper use of the merchandise sold and the customer is urged to exercise caution and take all necessary safety measures in using the merchandise.

For more specific information, please read the manuals included in the product packaging. You can also contact our Customer Service department at shop@basenz.com

Important Qualifiers

• We reserve the right to add a 10% re-stock fee to packages arriving without a valid RA#.
• ALL items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories.
• Do not mark or deface the original manufacturer containers in any manner.
• Packages must be returned prepaid.
• Refunds will only be made via the method in which the order was paid.
• We strongly suggest sending returns insured for the full value and with a tracking number to insure a full and prompt refund.
• If merchandise is damaged due to improper packing or packaging, refund or exchange may not be given per boardhouse.nz discretion.
• All shipping and insurance charges will be refunded for product shipped in our error.