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Our commitment to you is to represent both our store and the wide range of brands we work with. It is very important that you receive the product or service that you have purchased and we will do everything within our ability to satisfy any returns or exchanges.
1. Refunds
We may accept refunds and always strive to provide the best possible experience for everyone who purchases goods and services with us. We will always honour returns for defective merchandise. We recognize that there are many price options out there in the world and we do our best to remain competitive while at the same time, continuously promoting and growing this sport for all to enjoy – with that said, any returns based on price or change of mind may be considered.
We will not accept any returns without verbal and/or written confirmation from an authorized Manager of Kalavida. If you receive a defective item, please contact us at 778-475-5808 immediately with details of the product and the concern. Unless the manufacturer of the product has asked for the product to be returned to their address, you will be directed to return the product to this address:
Kalavida Surf Shop
13908 Kalamalka Road
Coldstream, BC V1B 1Y9
778-475-5808
Upon receipt of the returned product, we will fully examine it and notify you via e-mail or telephone call, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the original purchase price, using the original method of payment.
2. Exchanges
We only exchange goods if they are defective or damaged. In certain circumstances where you have purchased a board for yourself or someone else (as a Christmas gift, etc), we may allow you to exchange it for another board to make sure you get the right board or product. All shipping charges and additional costs will be the responsibility of purchaser unless otherwise specified.
3. Exceptions
Some items are non-refundable and non-exchangeable. These include all swimwear, items on clearance, used products and sale products.
4. Shipping – Return address
We will advise you to the actual address to return any merchandise via email or telephone.
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns will be discussed between both parties. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
For more information, please call us at the shop, 778-475-5808. We are very reasonable people and our ultimate goal is make sure you get the right product or service the first time.