Refund policy
Instructions for returning
Contact us indicating your order number and cause and we’ll inform you on how to start the return process via our courier service.
1. If the item is defective on receipt
Once Deflow has received the defective item, a new one will be sent to you. In this case, the exchange will always be for the same item or reference. You will only be invoiced for the first dispatch and we will assume the corresponding transportation costs once the defective item is returned and the replacement is dispatched.
The deadline for requesting the exchange of a defective product is 14 working days from the receipt of the order.
2. If the item does not correspond to the one ordered
Deflow will bear all costs, for both the collection of the incorrect item and for the delivery of the correct one.
NOTE: Please do not send items back to us before we have authorized your request.
NOTE: If your case doesn’t correspond to the reasons described in points 1 or 2, please contact us via info@deflowsurf.com.
3. Right of Withdrawal / Returns
If for any reason you are not satisfied with your purchase, you may return the item within 14 calendar days from the date of delivery.
To be eligible for a return:
- the item must be unused, unworn and in its original condition,
- all original packaging, labels and accessories must be included,
- proof of purchase must be provided.
To request a return, please contact us at info@deflowsurf.com before sending the item back.
Exchanges
If you would like to exchange your item for a different size, model or product, Deflow will arrange the collection of the original item and cover the corresponding transport costs for the exchange process.
Exchanges are subject to product availability.
Refunds
If you prefer a refund instead of an exchange, customers are responsible for the return shipping costs unless the item is defective or an incorrect item was delivered.
Once the returned item has been received and inspected, Deflow will process the refund using the original payment method. Initial standard shipping costs paid at checkout will also be refunded. Any express or upgraded shipping option selected at checkout will not be refunded.
Refunds may take several business days to appear depending on your payment provider.
NOTE: Products showing signs of use, damage, or missing original packaging may not be eligible for return or exchange.
NOTE: Deflow reserves the right to refuse returns that do not comply with the conditions described above.