Refunds and Returns

When you buy at Surtees Boats you buy with confidence. We stand behind the products we sell and have one of the fairest returns policies in the market.

Our team is available on 07 322 8461 to assist. Please follow the steps below:

Unless stated otherwise, all items carry a 12-month warranty. If you think an item is faulty, simply return it to Surtees or courier it with a cover letter containing your contact details and any information you think is relevant to our HQ. See below for instructions on the process to follow.

The faulty item may be sent to the supplier for warranty assessment before a refund or replacement is offered. We will keep you up to date with this process.

If you change your mind, unused but still saleable goods complete in their original packaging may be returned to us up to 30 days after purchase, excluding:

 

1. Electronics, which may only be returned 7 days after purchase
2. Any item that was specially ordered or modified to meet your specifications is not returnable
3. Portable toilets, these are not returnable

To claim for Damage to a Product during the transport from Surtees Boats to you, the customer, there is a maximum time frame of 5 days from the date the parcel is ‘delivered’ (this is a limitation set by the carriers). If you have received any goods that are damaged in transit, you must notify Surtees Boats within 5 days of delivery (receipt) this must be done by a phone call on 07 322 8461 or in person at Surtees Boats, otherwise it is likely the claim will be declined by the carrier and you won’t get a replacement item.

Any refunds of Unwanted Goods (change of mind) will be made using the original payment method or a Surtees Boats credit and will exclude the cost of freight. You will need to cover the cost to return the item to us, and for us to send you a replacement if relevant. We’d suggest getting tracking on your return, as we do not take any responsibility for any loss or damage in transit. Alternatively, you can return the item by hand to Surtees Boats HQ.

Whether the purchase has been made in person or online, you can choose to return it in person to HQ or via courier to HQ.

If you wish to return a product, the easiest way is to contact HQ first on 07 322 8461 or via email accounts@surteesboats.com and they will assist you with all the information you need on the steps required.

1. Make sure your item(s) is unused and it is in the same condition as when you received it. Please pack the item (product and original packing) inside a courier bag or another box (please, do not attach anything to the original packaging of the product as your return might not be accepted).
2. Please ensure we can identify your returned parcel, and clearly display your name on it. The courier cost to return the item will need to be covered by you unless it’s a faulty product.
3. Once HQ receives your parcel, we will contact you to organise a return, exchange or refund.
4. If you wish to exchange your product for another one a freight fee may be applied.
5. Once we have received your goods, we will assess them and contact you to discuss the options. At first instance, if the goods are faulty within the terms of warranty, we will organise to repair or replace the goods. This may involve an assessment by the supplier or manufacturer first. If the goods cannot be repaired or replaced, we will refund the purchase price.

SURTEES BOATS RETURN ADDRESS

Surtees Boats

2909 State Highway 30

RD2

Whakatane 3192

Like every retailer, to process a return or exchange we will require proof of purchase for returns. Ideally, this will be a copy of your receipt, or the order confirmation received in your email. If you can’t find either of these, we can usually easily find your purchase details in our transaction history.

If you do not have a copy of your receipt, we will need as many details as possible about your transaction, such as date of purchase, payment method, etc. and we will try to find your transaction.

If you need help or advice with a return, please contact us on 07 322 8461.