ORDERS & RETURNS

ORDERS

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PAYMENT METHODS

Credit cards accepted are Visa, Mastercard, American Express and Q Card

We also accept Amazon Surf online gift cards and purchases paid through Paypal.

Unfortunately Amazon Surf store gift cards cannot be used online at this time. They can only be used in our stores.

Purchases made with an Amazon Surf online gift card or Paypal will be refunded onto a store only gift card if returned to an Amazon Surf store.

Returns to the Amazon Surf Warehouse will be refunded onto the original tender whether it is a credit/debit card, Amazon Surf online gift cards or Paypal.

GST of 15% is included in the price of goods purchased.

RETURNS

15 DAY RETURN POLICY

You can return items within 15 days of the shipping date and you will be refunded the full price paid for the product, as long as the items are returned in original, unused condition with the original tags and packaging intact. Faulty and defective product may be returned outside of this time frame.

You need your Final Order Receipt to return or exchange new or faulty items in store.

EXCHANGES

Unfortunately we cannot process exchanges through our Return’s Warehouse, but we can process exchanges in store.

If you would like to exchange an item, take it into an Amazon Surf store. You will need your Final Order Receipt.

If you don't have an Amazon Surf store handy, you can return the unwanted item to our warehouse for a full refund and purchase the replacement item through our online store. We recommend you purchase the replacement as soon as possible to ensure stocks do not run out. Follow the Return procedure below.

RETURN PROCEDURE

You can return to any Amazon Surf store or you can post it to the Amazon Surf Return’s Warehouse.

Returning to a Store

Take the item to a store with the Final Order Receipt. Note that a store cashier is unable to accept any online returns without seeing your Final Order Receipt. The Final Order Receipt is emailed to you so you can either print it off or show it to the cashier on your mobile device. You can find your nearest store and their opening hours here.

Purchases made with an Amazon Surf online gift card or Paypal will be refunded onto a store only gift card if returned to an Amazon Surf store, but back onto the original tender if returned to the Amazon Surf Warehouse.

Returning to the Return’s Warehouse

  1. Click on My Account and select Order History. Open the Order you wish to return.
  2. Tick the 'Return' check box of the item you are returning, complete the form and click Request return.
  3. Pack product with suitable packaging materials. Ensure the merchandise is in original, unused condition, with original tags and packaging
  4. Note the order & return details on the package
  5. Post the package from any Post Office or arrange for courier delivery.

We will notify you as soon as your return is received and processed. If you have any questions, please contact customer service for assistance.

Guest Checkout : Returning to the Return’s Warehouse

  1. Email our customer service team at luv@amazonsurf.co.nz. Please include your order number within the contents of your email.
  2. When our customer service team replies to your email regarding your return request, they will provide you with an order return packing slip. Print this order return packing slip.
  3. Pack product with suitable packaging materials. Ensure the merchandise is in original, unused condition, with original tags and packaging
  4. Note the order & return details on the package
  5. Post the package from any Post Office or arrange for courier delivery.

We will notify you as soon as your return is received and processed. If you have any questions, please contact customer service for assistance.

RETURNING A FAULTY ITEM

You can return a faulty item in the same way you would return any online purchase.

As above, visit any Amazon Surf store or send back to the Amazon Surf Return’s Warehouse.

It is at the Store Manager/Return’s Administrator’s discretion whether they replace, exchange or refund the item in line with the Amazon Surf Returns Policy. The item may need to be sent back to the original supplier to be assessed before a return can take place.

If returning to the Amazon Surf Return’s Warehouse, follow the return procedure above and select 'damaged' as the reason for return.

CHRISTMAS RETURNS

For all Christmas pressies being returned you can return items within 15 days of Christmas Day and you will be refunded the full price paid for the product, as long as the items are returned in original, unused condition with the original tags and packaging intact. Faulty and defective product may be returned outside of this time frame. You need your Final Order Receipt to return or exchange new or faulty items in store.

If you have any questions, please contact customer service.