01
CONTACT US FIRST
Use the chat box or contact page before returning any product.
RUSTY SURFBOARDS SOUTH AFRICA
RETURNS POLICY
Clear information about returns, custom boards, defective products and refunds.
RETURNS AT A GLANCE
If you believe a product is defective, incorrect or eligible for return, please contact us before sending it back. Our team will explain the return process and, where applicable, provide a Return Authorisation number. Nothing in this policy limits rights available under applicable South African consumer law.
CUSTOM SURFBOARD ORDERS
CONFIRMATION & 24-HOUR CHANGE WINDOW
- After a custom surfboard order is submitted, our team will contact the customer to confirm the model, dimensions, construction, fin setup, artwork and any applicable extras. The board will not be released for production until this confirmation process is complete. The board will not be released for production until this confirmation process is complete.
- A final order summary will be sent for written approval by email. The customer must check that every specification and charge is correct before approving it.
- A 24-calendar-hour amendment or cancellation window begins when the customer's written approval is received. Any requested change must be submitted in writing during that period and may affect the final price.
- Payments through Peach Payments are captured automatically when payment is successfully processed. The 24-calendar-hour amendment or cancellation window does not postpone payment capture. The order will only be released for production once payment is confirmed, the customer's written approval has been received and the 24-calendar-hour period has elapsed. Once production has started, further changes are not guaranteed and may incur additional costs.
- To the extent permitted by law, a custom-made surfboard cannot be cancelled or refunded for a change of mind after production has started.
Nothing in this process limits any rights available under applicable South African consumer law, including where a product is defective or does not materially conform to the specifications confirmed in writing.
02
KEEP IT SAFE
Do not use or modify a product that you intend to return.
03
WAIT FOR INSTRUCTIONS
Our team will confirm the return process and destination.
CHANGE OF MIND
STANDARD ONLINE RETURNS
Subject to applicable law, eligible non-customised goods purchased online may be cancelled within seven days after receipt.
- Contact us before returning the item.
- The item must be unused and returned in its original condition with its original packaging.
- The customer is responsible for the direct cost of returning a change-of-mind item.
- Custom-made or clearly personalised surfboards are not eligible for change-of-mind returns.
- Approved refunds will be processed using the original payment method.
YOUR LEGAL RIGHTS
DEFECTIVE PRODUCTS
If goods fail to meet the quality standards required by applicable South African consumer law within six months after delivery, the consumer may be entitled to return them without penalty and at the supplier's risk and expense, and may elect an applicable remedy of repair, replacement or refund.
This protection also applies to custom products where a qualifying defect exists. Original packaging is helpful but is not a condition for exercising statutory rights relating to defective goods.
HELP & INFORMATION
RETURNS QUESTIONS
Q1Can I return a custom surfboard if I change my mind?+
Custom-made or clearly personalised surfboards are not eligible for change-of-mind returns. This does not affect your rights if the board has a qualifying defect or does not materially conform to the agreed specifications.
Q2What if my product is defective?+
Contact us as soon as possible with your order information, a description of the issue and clear photographs. Rights and remedies for qualifying defective goods remain available under applicable South African consumer law.
Q3What is not covered as a product defect?+
Damage caused by normal wear and tear, accident, abuse, neglect, improper storage or handling, misuse, unauthorised alteration, vandalism, or other causes external to the product is not treated as a manufacturing defect, to the extent permitted by law.
Q4What about differences in surfboard colours?+
Colours displayed on screens may vary because of device, browser and display settings. Minor colour variation alone is not normally considered a defect. This does not apply where the delivered product materially differs from the agreed description or specifications.
Q5Do I need the original packaging?+
Original packaging is required for an eligible change-of-mind return where reasonably applicable. It is helpful for a defective-product claim, but its absence does not remove statutory rights.
Q6Who pays the return shipping cost?+
The customer pays the direct return cost for an eligible change-of-mind return. Where goods have a qualifying defect under applicable law, the return is handled at the supplier's risk and expense.
Need help with a return, warranty claim or defective product? Use the chat box or visit our contact page before sending any item back.