Refund policy

How to Request a Return

Returns can be requested through our self-service return system. To start a return, log in via "My Account" on our site or visit https://account.baysidesurf.com. Access is linked to the email address you used at checkout, or your Shop account.

Return Window

All orders are returnable within 30 days of the delivery date. After 30 days, we're unable to authorize return requests. Once a return is authorized, you have 30 days to ship the item back to us. Returns arriving after that window may be subject to a restocking fee.

Exchanges

We don't offer direct exchanges. If you'd like a different size, color, or item, we recommend placing a new order to secure it (especially if stock is limited) and returning the original for a refund using the process above.

Return Reasons

We have a permissive return policy: items may be returned for any reason as long as they're still in new, unused condition. This means items must include all original packaging and tags, and must not have been worn, used in water, or exposed to sand, wax, sunscreen, or other residue.

Swimwear & Wetsuits

Swimwear and wetsuits must be returned unopened, in their original factory-sealed packaging, with all tags attached. Once the packaging has been opened, these items are final sale and cannot be returned or refunded, regardless of condition.

Keeping Returns Fair for Everyone

Most returns come back to us in great shape, and we process those with a full refund, no fees, no questions asked.

Every so often, though, we see something that looks more like abuse of our return policy than a genuine change of mind, for example:

  • Item is used or has been exposed to water, sand, or wax
  • Item has been removed from factory-sealed packaging
  • Item is returned because the wrong size or part was ordered
  • Item is returned under a reason that doesn't match its actual condition (for example, marked "damaged" when it isn't)
  • Item is oversized and requires extra handling (e.g., surfboards, paddleboards)
  • Item is returned after the 30-day authorized window
  • Item is returned without prior authorization
    • Includes refused deliveries, incorrect shipping addresses, or packages returned to sender

In these cases, we may apply a restocking fee, typically ranging from 10% to 80% depending on the condition of the item and severity of the issue, with the higher end reserved for clear misuse of our return policy. This helps us keep the return process sustainable and fair for every customer.

Return Inspections

All returns are inspected to confirm the item's condition matches the stated return reason and authorization. Inspections may take up to one week from the date the return is delivered to us.

Return Shipping Costs

Customers are responsible for return shipping costs, except in cases of a fulfillment error on our part or freight damage. If the error was ours, we'll provide a prepaid return label.

Freight & Shipping Damage

Items that arrive damaged in transit must be reported to us within 72 hours of delivery. Depending on the circumstances, we may issue a refund or open a damage claim with the carrier. If a damage claim is opened, you'll be asked to retain the original item and its packaging in case the carrier requires an inspection.

Warranties

Many items we sell are covered by manufacturer warranties. If an item arrives defective, this is typically outside our control; instead of processing a return, we'll direct you to the manufacturer for warranty coverage.

Shipping Errors

If you believe you were shipped the wrong order or product, contact us right away. Once we confirm a shipping error occurred, we'll provide a prepaid return label or issue a refund.

Refused or Returned-to-Sender Orders

We expect customers to accept delivery of their orders. Once an order has shipped, it can't be cancelled, and refusing delivery creates added costs on our end (freight, handling, and lost time). If a shipment is refused and makes its way back to us, restocking, administrative, and any incurred freight costs will be deducted from your refund.

Why We Require Return Authorization

Because we ship from multiple fulfillment locations, there isn't a single "return to sender" address that works for every order. All returns are processed through one dedicated return facility, so sending an item back without authorization often means it ends up somewhere that isn't equipped to receive it, which can significantly delay, or in some cases prevent, your refund.

To avoid this, always request a return authorization first. We'll confirm the exact return address for your order based on where it shipped from. If an item is ever sent to the wrong location without authorization, reach out to us. We'll do what we can, but we can't guarantee the outcome once it's out of our hands.

Upgraded Shipping

Upgraded shipping charges are non-refundable, except when the issue is due to carrier shipping damage.