Returns & Refunds
At Pop-Up Surf Shop, we want you to feel confident when placing an order with us. Not completely satisfied after all? No worries — below we clearly explain how returns and refunds work.
Right of Withdrawal – 14-Day Cooling-Off Period
You have the right to cancel your order within 14 days of receiving it, without giving any reason (right of withdrawal).
During this period, you may inspect and assess the product in the same way you would in a physical store — for example by fitting or examining it, but not by actually using it.
Conditions for Returns
To be eligible for a return:
- the product must be unused and undamaged
- labels and accessories must still be attached
- the product should be returned, where reasonably possible, in its original packaging
- you must be able to provide proof of purchase
If a product has been used more than necessary to assess its nature, characteristics, and functioning, this may result in depreciation. Any loss in value may be deducted from the refund amount.
How to Request a Return
- Please register your return within 14 days of receipt by email at:
info@popupsurfshop.eu (You may also use the standard withdrawal form, but this is not mandatory.) - After registering your return, you have another 14 days to send the product back to us.
Returns that have not been registered in advance cannot be accepted.
Return Shipping Costs & Risk
- Return shipping costs and risk are the responsibility of the customer.
- This also applies to loss or damage during return shipment.
Please note: large or fragile items, such as surfboards, may incur significantly higher return shipping costs than standard parcels. The shipping fees charged at checkout are often lower than the actual shipping costs. Feel free to contact us if you would like an estimate in advance.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved.
If approved:
- the purchase amount will be refunded within 14 days via the original payment method
- the standard outbound shipping costs will be refunded
- any additional costs resulting from a shipping method you selected that is more expensive than our standard option will not be refunded
For large or fragile items (such as surfboards), refunds will only be processed after the product has been received and inspected by us.
Damaged or Incorrect Items
Please check your order immediately upon receipt.
If a product is damaged, defective, or incorrectly delivered, contact us as soon as possible, preferably with photos. We will work with you to find an appropriate solution, such as repair, replacement, or a refund.
Items That Cannot (or Can Only Limitedly) Be Returned
The right of withdrawal is excluded or limited for:
- products custom-made or specially ordered for you
- products with a clearly personal character
- products that, due to hygiene or their nature, are not suitable for return
If you are unsure whether a product can be returned, please contact us — we are happy to help.
Gift Cards
- Unused gift cards may be withdrawn within the cooling-off period
- Used or partially used gift cards cannot be returned
- Gift cards are not redeemable for cash
Questions?
Do you have any questions about returns or refunds?
Please feel free to contact us at info@popupsurfshop.eu — we’re happy to help.
This Returns & Refunds Policy is intended as a clear and practical explanation.
For the complete legal framework, please refer to our Terms of Service.