Refund policy
30-Day Returns
We offer a 30-day returns policy on eligible online purchases, including sale items.
You must notify us that you wish to return your item within 30 days of receiving your order. Once you've contacted us, you'll have a further 14 days to send your return back.
Items returned under our additional 30-day policy must be unused, unworn, in their original condition and with original tags and packaging where supplied.
This does not affect your statutory consumer rights.
Extended Christmas Returns
To make Christmas shopping a little easier, we automatically extend our returns policy for orders placed between 1 November and 31 December.
Eligible purchases made during this period can be returned until 14 January of the following year, or within our usual 30-day return period, whichever is later.
You must notify us of your return by the applicable deadline and return your items within a further 14 days.
Our usual returns conditions apply, including exclusions for gift cards and genuinely custom-made products. This extension does not affect your statutory consumer rights.
Surfboard Returns
We understand that choosing the right surfboard is important, and occasionally a board might not be quite what you expected.
Standard stock surfboards can be returned under our 30-day policy, provided they are unused, undamaged and in their original condition.
Due to their size and the specialist handling required, surfboards must be securely packaged for return transport.
For change-of-mind returns, the customer is responsible for return transport costs.
As a guide, Northshore typically pays approximately £40 for insured surfboard delivery. This is an indicative cost, not a fixed return charge. The actual return cost may vary depending on the size of the board, the delivery location and the courier used.
Please contact us before returning a surfboard so we can discuss suitable return arrangements.
If your board arrives damaged, is faulty or is not as described, Northshore will cover reasonable return costs where required by law and arrange an appropriate resolution.
Custom Surfboard Orders
Surfboards made specifically to a customer's individual specifications, including genuinely bespoke shapes, dimensions, finishes or personalised designs, are excluded from our change-of-mind returns policy.
These products may also be exempt from statutory cancellation rights under the Consumer Contracts Regulations.
This exclusion does not apply automatically to standard, non-personalised surfboards ordered from a supplier.
Your statutory rights remain unaffected if a custom board is faulty, damaged or not as described.
Gift Cards
Northshore gift cards are non-returnable and non-refundable under our additional voluntary returns policy.
This does not affect any statutory cancellation or other consumer rights that may apply to your purchase.
Return Postage and Costs
For change-of-mind returns, customers are responsible for the direct cost of returning their items.
Northshore does not offer free returns for unwanted items, incorrect size selections or changes of preference.
If an item is faulty, damaged or incorrectly supplied, please contact us before arranging its return. Where required under your statutory rights, we'll cover reasonable return costs or arrange a suitable collection.
If you're cancelling an eligible online order within your statutory cancellation period, the original standard delivery charge will also be refunded in accordance with consumer law.
