Return and refund policy

 

At EZRA Surf and Snow, we want all our customers to be absolutely satisfied with their purchase. If for some reason you need to return an order, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@ezrasurfandsnow.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. In accordance with Florida Statute § 501.143, this return policy is posted conspicuously at the point of sale. Your statutory rights under applicable Florida and federal consumer protection law are not affected by this policy. 

You can always contact us for any return question at hello@ezrasurfandsnow.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately, and in no event later than 48 hours of delivery, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within ten (10) business days of our approval of the return. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ezrasurfandsnow.com

 

 

 

Canadian Orders

The following additional terms apply to orders shipped to Canada.

 

Return Shipping

For Canadian orders, return shipping costs are the sole responsibility of the customer. EZRA Surf and Snow does not provide prepaid return labels for Canadian returns. We recommend shipping returns via a trackable, insured method, as we are not responsible for packages lost or damaged in transit back to us.

 

Refund Timeline

Due to international transit and customs processing, refunds for Canadian returns may take longer than domestic refunds. Once we receive and inspect your return, we will process your refund within ten (10) business days of our approval. Please allow additional time for your bank or credit card company to post the credit.

 

Customs and Duties

Original customs duties, brokerage fees, and import taxes paid on your order are non-refundable. If you refuse a delivery and the package is returned to us, any duties or fees assessed on the return will be deducted from your refund.

 

Damages and Issues (Canadian Orders)

Please inspect your order upon receipt and contact us at hello@ezrasurfandsnow.com within 48 hours of delivery if your item is defective, damaged, or incorrect. Please include photos of the item and packaging, as these may be required to file a carrier claim.