Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your surfboard or accessory must be in the exact same condition that you received it: unused, un-waxed, in its original protective packaging, and with all tags attached. You will also need the receipt or proof of purchase.

How to Initiate a Return

To start a return, please contact us at sumatradivision@gmail.com.

Once your return request is reviewed and accepted, we will provide you with the designated return shipping address and detailed instructions on how and where to send your package.

Important Note: Items sent back to us without prior written request and approval will not be accepted. Please do not attempt to ship items back without contacting our support team first.

Return Shipping Costs

  • Standard Returns: For voluntary returns or exchanges (change of mind, incorrect size chosen), the customer is responsible for the return shipping costs and ensuring the board is securely packaged for safe transit.

  • Defective or Damaged Items: If your order arrives damaged or defective, Sumatra Division will cover all return shipping fees or arrange a carrier pickup.

Damages and Issues Upon Delivery

Please inspect your shipment immediately upon arrival. If the box or product appears damaged during transit, or if you receive the wrong item, contact us immediately at sumatradivision@gmail.com. Please include clear photos of the packaging and the damaged board so we can evaluate the issue and resolve it as fast as possible.

Non-Returnable Items

Unfortunately, we cannot accept returns on:

  • Gift cards

  • Items on final clearance or custom-made orders

  • Boards that have been waxed, ridden, or removed from their original protective factory shrink-wrap.

Exchanges

The fastest way to ensure you get the board or size you want is to return the item you have. Once the return is inspected and approved, you can make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the statutory right to cancel or return your order within 14 days for any reason and without justification. The item must remain unused, un-waxed, and in its original packaging.


 

Refunds

We will notify you once we’ve received and inspected your returned item to confirm whether the refund is approved.

If approved, your refund will be automatically processed back to your original payment method within 10 business days. Please note that your bank or credit card company may require additional processing time to post the credit to your account.

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at sumatradivision@gmail.com.