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Return Policy

Surf Malta Return & Refund Policy

Effective Date: 31/03/2025

Surf Malta is committed to protecting consumers and ensuring fair treatment for all marketplace users. This policy outlines our guidelines for product returns, exchanges, and refunds in compliance with EU consumer rights regulations.

1. General Return Eligibility

  • Returns and exchanges are only accepted for products that are explicitly marked as "returnable" in their product listing.

  • Items marked as "non-returnable" cannot be returned or exchanged unless they are damaged or defective.

2. Non-Returnable & Non-Exchangeable Items

For hygiene and safety reasons, the following categories are non-returnable:

  • Beauty and personal care products

  • Items purchased during flash sales or special promotions

  • Customized or personalized goods

3. Change of Mind Returns

Customers residing within the EU have the right to return eligible products within 14 calendar days from the date of delivery without providing a reason, in accordance with the EU Consumer Rights Directive.

Conditions:

  • Items must be unused, in original packaging, and with all tags/labels attached.

  • Full sets or bundles must be returned completely.

  • Return shipping costs for change-of-mind returns are the responsibility of the customer.

4. Returns for Defective or Damaged Items

If you receive a product that is defective, damaged, or not as described:

  • You must notify Surf Malta within 7 calendar days of receiving the product.

  • You will be asked to provide photos and a description of the issue.

  • If the issue is validated, Surf Malta will arrange return shipping and offer a replacement or full refund.

5. Return Request Process

To initiate a return:

  1. Ensure the product is eligible under this policy.

  2. Complete the Return form.

  3. Attach proof of purchase (invoice or order confirmation).

  4. Include supporting documentation, if applicable (e.g., photos for defective items).

  5. Await confirmation. A courier will collect the item from the original delivery address.

  6. Email confirmation of return shipment to: support@surf.mt

6. Refunds

  • Refunds are issued after the returned product is received and inspected.

  • Approved refunds will be processed to the original payment method within 7 working days.

  • For defective returns, full refunds include original shipping costs.

7. Exchanges

  • Exchanges may be approved on a case-by-case basis, subject to stock availability.

  • Where an exchange is not possible, a refund will be issued.

8. Policy Amendments

This policy may be updated periodically. Please review this page regularly for any changes.

For questions or support, contact:
support@surf.mt