Returns & Refunds

Last updated: 31 October 2026

Most Elemnt surfboards are individually made to order. This means our change-of-mind policy differs from a conventional stocked retail product.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Products must, among other things, be of acceptable quality, be fit for any disclosed purpose, match their description, and meet any applicable express representations we make about them.

If a product has a major problem, you may be entitled to choose a refund or replacement. If a problem is minor, we may be entitled to provide a repair within a reasonable time.

Made-to-order surfboards

Our surfboards are generally produced specifically for your order, including the model, size, colour, and fin system you select.

For that reason, we generally do not accept returns or cancellations for change of mind once production has begun.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied, materially different from what was ordered, or otherwise fails to meet an applicable consumer guarantee.

Changing or cancelling an order

If you need to change or cancel an order, contact us as soon as possible.

If production has not started, we will let you know what options are available. Once shaping, colour application, glassing, finishing, or another production stage has begun, changes or cancellation may no longer be possible.

Any specific deposit, part-payment, or preorder terms displayed and agreed to during checkout also form part of your order.

Faulty products

If you believe your surfboard has a manufacturing fault or does not meet an applicable consumer guarantee, contact us at info@elemnt.surf.

Please include your name, order number, a description of the issue, and clear photographs of the board and affected area. We may need to inspect the board before determining the appropriate remedy.

Normal wear and tear, accidental damage, impact damage, improper storage, misuse, unauthorised repairs, or damage caused by circumstances unrelated to a manufacturing fault are not generally manufacturing defects.

Boards damaged in transit

Inspect your board as soon as practical after delivery. If there is visible shipping damage, keep all packaging and contact us promptly.

Please provide photographs of the board, the damaged area, the shipping box or packaging, visible damage to the packaging, and the shipping label. This helps us assess the issue and lodge a claim with the carrier where appropriate.

Your rights under Australian Consumer Law are not affected by any carrier claim process.

Incorrect products

If we send you a board or option that does not match your confirmed order, contact us as soon as possible. We will assess the issue and arrange an appropriate remedy where required.

Return shipping

Where a product is confirmed to have a problem covered by Australian Consumer Law, we will comply with our obligations regarding reasonable return or transportation costs.

For any voluntary return we agree to outside those obligations, return shipping arrangements and costs will be confirmed with you before the item is returned.

Do not send a surfboard back without contacting us first.

Refunds

Approved refunds will generally be returned to the original payment method where reasonably possible. Processing times can vary depending on your bank or payment provider.

Contact

For returns, faults, transit damage, or refund enquiries, contact info@elemnt.surf or visit our Contact page.