Returns, Exchanges & Faulty Items
Hassle-Free Returns & Exchanges at Passport Surf
At Passport Surf, we’re all about keeping your shopping experience smooth — both online and in-store.
If you’ve ordered the wrong size, changed your mind, or received a faulty item, we’ll help make it right with clear, easy steps.
Shop confidently knowing we’ve got your back when it comes to returns, exchanges and warranty support.
Change of Mind Returns & Exchanges
Please choose carefully, as return shipping for exchanges or change-of-mind returns is at the customer’s expense.
Instore Purchases
If you purchased in-store and need to exchange your item:
- Returns must be made within 14 days of purchase.
- Items must be in original condition, unworn and unwashed, with all tags attached.
- Please bring your proof of purchase.
We’re happy to offer an exchange or store credit for eligible returns.
Please note:
- Refunds for change of mind are not available on in-store purchases.
- Sale items are final and are not eligible for a return or exchange due to change of mind. Faulty items may be eligible for a refund or replacement after assessment by our customer service team.
Online Purchases
If you ordered online and wish to exchange or return an item:
1. Email hello@passportsurf.com.au to request a Return Authorisation (RA) Code and complete the returns form included with your order.
2. Return your item in its original, unworn condition with tags attached.
3. Once received, we’ll process your exchange or issue a store credit.
Please note:
Return shipping is at the customer’s expense (unless the item is faulty).
We’ll cover shipping to send your replacement item for exchanges.
- Refunds are only provided if your item is deemed faulty.
- Original shipping fees are non-refundable.
- Sale items are final and are not eligible for a return or exchange due to change of mind. Faulty items may be eligible for a refund or replacement after assessment by our customer service team.
Faulty Item Returns
We take quality seriously! If your item is damaged, faulty, or not as described, we’ll do our best to sort it out quickly and fairly.
Instore Faulty Returns
If you believe your item has a fault:
- Bring it in-store or contact us first to discuss the issue.
- In some cases, your item may need to be sent to the manufacturer for assessment before confirming an exchange or refund.
- Our team will keep you updated throughout the process.
We can also assist with repairs:
- Non-warranty or out-of-warranty products purchased from Passport Surf can be sent to the supplier (at your expense) for evaluation.
- You’ll receive a repair quote and can decide whether to proceed or have your item returned.
- Repair and return timeframes are set by the supplier and are outside our control.
A few things to note:
- If the item has been worn before discovering a fault, please ensure clothing is washed and footwear cleaned before returning.
- Bulky or oversized items may follow a slightly different process — contact our team for guidance.
Online Faulty Returns
If you’ve received an incorrect, damaged, or faulty item from Passport Surf Online, here’s
what to do:
1. Contact us at hello@passportsurf.com.au for a Return Authorisation (RA) Code
and complete the returns form included with your order.
2. Send your item back to us — we’ll be in touch as soon as it arrives.
3. If a manufacturing fault is confirmed, we’ll refund the purchase price and cover
reasonable return shipping costs.
4. If the item isn’t deemed faulty, return shipping costs are non-refundable.
5. If you’ve requested an exchange instead of a refund, we’ll ship your replacement item
at no additional cost.
6. Please note: original shipping costs from your order are non-refundable if you decide
to return your item.
Need Help?
Our friendly team is always happy to help with sizing and returns.
