SHIPPING AND RETURNS

1 · CUSTOM SURFBOARDS

Custom boards cannot be returned or refunded as they are custom boards. Unless there is a manufacturing defect or has a damage caused during shipping which, in that case, you have 5 calendar days to fill out a claim due to third party shipping policies.

If there is another reason for wanting to return the surfboard, the case will be assessed particularly. If the return is accepted, the client will have to pay a penalty: the 30% of the cost of the surfboard.

 

FOLLOW THESE STEPS TO UNBOX YOUR SURFBOARD > CLIC HERE

Make sure you follow these steps when it comes to unboxing your surfboard delivery. It will make the difference if the package arrives with any kind of damage due to transport.

Clic here to follow the steps.

 

2 · SHIPPING, RATES & DELIVERY TIMES
All items are shipped by parcel post with CORREOS EXPRES and DHL. You have the opportunity to follow your package via track and trace from shipping until it is delivered. 
Once you have received the package, you should inspect the goods.
If you see that the package is badly damaged in the outside when delivered, you can refuse the reception. The package will be sent back to us and we will able to check the content. 
If the package and / or contents are damaged, please immediately contact our Customer Service at shop@pukassurf.com
 
Pukas Surf Shop is not responsable for the compensation for damaged goods  during transport and can not know the final compensation that the shipping company will provide for them. However, Pukas Surf Shop will fill out a claim for you in order to get compensation from the shipping company. Remember that we have 7 calendar days to fill out a claim, so timing is key. 
  • Spain orders: 1 to 3 business days from shipping day onward.
  • EU orders: 3-5 business days from shipping day onward.
  • International orders: 6 to 10 business days from shipping day onward.

 

SPAIN SHIPPING RATES | ESPAÑA

· Península: 3€/envío 

· Baleares: 10€/envío

· Canarias, Ceuta y Melilla: 10,00€/envío + 16,00€ D.U.A. > 36,00€

 

UK / UNITED STATES / SWITZERLAND / OUTSIDE EU / INTERNATIONAL ORDERS

We ship worldwide.

International Packages are shipped using DHL Express Worldwide.

Your order confirmation details only shows the amount collected by us, please contact your local government for specific details. By completing your order you agree to pay all applicable fees.

We do not cover or foresee customs handling fees, taxes and brokerage charges for the UK, Switzerland, United States or any international shipping. These are determined by your local government, may vary by country and are addressed upon arrival.

Refused or returned packages will be abandoned and no international shipping charges or fees paid to local government will be refunded.

As for the VAT and taxes:

  • For customers in Spain, the local VAT rate is charged; 21%.
  • For customers within the European Union [EU] countries, the EU VAT rate is calculated according to destination-based sourcing, which means that tax is charge to a customer based on their location.
  • For UK, USA, Switzerland and International customers, no VAT or additional taxes are charge at checkout. Custom fees or taxes may be charged at customs upon arrival but Pukas Surf Shop does not cover these charges and cannot foresee them since are determined by the local government.

 

SHIPPING TO UNITED STATES 

We do ship surfboards and goodies to the States. However, we cannot guarantee our best customer service once the package crosses the ocean.

  

3 · RETURNS

Items purchased online can be returned within 30 calendar days of purchase.  

To be eligible for a return or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with its tags. 

Several types of goods are exempt from being returned. Perishable goods such as surfboards, magazines/books, maps or gift cards, etc., cannot be returned*.

You will be responsible for paying for your own shipping costs for returning your item and the shipping cost of receiving the new item if your return is an exchange.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

*Surfboards | You will have 30 calendar days to claim a faulty item. We believe that this time is sufficient to assess if a board has a production fault. Any claims of this nature made after 30 calendar days will not be considered for an exchange of the board.  

 

To complete your return, send the parcel to the following address including your name and order number on it. This is VERY important:

OLATU PUKAS SURF (Att. Paula)

CALLE OLAGARAI 2

20180 OIARTZUN

GIPUZKOA

SPAIN

 

RIGHT TO WITHDRAW

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

 

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, please contact your bank having in mind that depending on your bank several days may pass before you see the transaction on your account.

We advise you to check your bank account again and contact and check with your back.

If you’ve done all of this and you still have not received your refund yet, please contact our Customer Service at shop@pukassurf.com .

 

SALE ITEMS (IF APPLICABLE) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at shop@pukassurf.com and send your item to the address above.

 

RETURNS & EXCHANGE OUTSIDE THE EU, except Switzerland

For returns outside Europe, Pukas Surf Shop will organize a pick up with a shipping company for the purchased item. This item should be packaged and prepared accordingly and in the same conditions it was delivered. 

The cost of the pick up will be charge to the customer unless there is a reason that would be assessed particularly.

 

USA RETURNS

Customers will be responsable for the returns made from United States. Have in mind that these returns will include customs expenses that will be charged.

We can schedule a pick up for the item that will be returned. In this case, the pick up service and custom expenses will be charge and they are approximately 150,00€ (this price will be assessed particularly for every case).

 

4 · EU VAT & TAXES

  • For customers in Spain, the local VAT rate is charged; 21%.
  • For customers within the European Union [EU] countries, the EU VAT rate is calculated according to destination-based sourcing, which means that tax is charge to a customer based on their location.
  • For UK, USA, Switzerland and International customers, no VAT or additional taxes are charge at checkout. Custom fees or taxes may be charged at customs upon arrival but Pukas Surf Shop does not cover these charges and cannot foresee them since are determined by the local government.