Refund policy

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please be sure and check the boxes when they are delivered. Sometimes it happens that the delivery  company damages the boxes and, subsequently, boards and other equipment inside them.

So, if you notice any damage whatsoever to the boxes you can do one of two things:

  1. Open the boxes in front of the driver and if there is any damage then write on the delivery papers “MATERIAL DANIFICADO NO ACTO DA ENTREGA” and takes photos immediately.
  2. If the driver is in a hurry and cannot wait for you to inspect the equipment inside the boxes then when you sign off on the delivery papers you have to write in observations “SUBJECT TO CONFIRMATION”.

If neither of these two things preventive acts are taken, and there is damage to the boards or equipment, then the courier will not assume responsibility and, obviously, we will not cover any damages that have not been inflicted by us, so this is just a manner to protect ourselves and also to protect your goods.


Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as facial protective products or sunscreens). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

 

Returns

If for any reason you are not satisfied with the products, you can proceed with their return within 14 calendar days after receiving the order, provided that the product is in perfect condition, including its original packaging, accessories, or promotional items, and accompanied by the proof of purchase or invoice, and as long as it is not in any way or means adulterated.

You can always contact us for any return question at info@oceanandeartheu.com.

Return at our headquarters

You can visit our headquarters in Portugal (Lisbon, Sintra) along with the respective invoice and directly process your return with one of our employees.

Online Return

  1. Make sure the product is in perfect condition, exactly as it was delivered to you, with the respective tags.

  2. Pack the product securely in a sealed box or in the same box it was delivered to you in.

  3. Send an email to info@oceanandeartheu.com stating the reason for the return, and our team will reply with all the necessary steps.

  4. Send the product along with a copy of the invoice to our online warehouse (shipping costs will be at your expense):

Online Warehouse Address:

Surf Earth Lda.

Rua Carlos Lopes, Albiz Global Parque, Armazém F,

2635-209 Albarraque – Rio de Mouro.

  1. Await a prompt response from our Customer Support, who will explain the next steps to you.

Exchanges

If for any reason you are not satisfied with the products, you can proceed with their exchange within 14 calendar days after receiving the order, provided that the product is in perfect condition, including its original packaging, accessories, or promotional items, and accompanied by the proof of purchase or invoice, and as long as it is not in any way or means adulterated.

Exchange at our warehouse

You can visit our headquarters (Lisbon, Sintra) and directly process your exchange with one of our employees.

Online Exchange

  1. Make sure the product is in perfect condition, exactly as it was delivered to you, with the respective tags.

  2. Pack the product securely in a sealed box or in the same box it was delivered to you in.

  3. Send an email to info@oceanandeartheu.com stating the reason for the return, and our team will reply with all the necessary steps.

  4. Send the product along with a copy of the invoice to our online warehouse (shipping costs will be at your expense):

Online Warehouse Address:

Surf Earth Lda.

Rua Carlos Lopes, Albiz Global Parque, Armazém F,

2635-209 Albarraque – Rio de Mouro.

  1. Await a prompt response from our Customer Support, who will explain the next steps to you.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@oceanandeartheu.com.