Return and Refund Policy

The placement of orders implies acceptance of the following clauses:

  • Envíos:

The cost of shipping fees will vary depending on the product or products you wish to purchase.

The best way to know the shipping costs to your home is by adding the products you are interested in to the cart and then clicking on the "Calculate shipping costs" button located on the screen that shows the contents of the shopping cart.

Peninsula:

  • Free for orders over €155: 5 to 7 business days
  • Estándar: 5 to 7 business days – Price: €6.50
  • Express: 3 to 4 business days – Price: €12.50
  • Urgent 24/48h (depending on the product, confirmation time, availability): Price: €18.50
  • Pickup in Chapea: 6 business days – Price: 0€
  • Express pickup in Chapea: 3 business days – Price: €6
  • * In all cases, they correspond to business days (Monday to Friday)

Islands of the Balearic and Portugal

  • Depending on the location and weight of the product, the price will be calculated at the time of purchase.
  • The estimated time for the Standard option is 7 business days.
  • We have Express options available, which can be selected in the cart.

Italy, France, Monaco, Germany, United Kingdom, Austria, Belgium, Luxembourg, Netherlands: 

  • Depending on the location and weight of the product – Price: It will be calculated at the time of purchase
  • The estimated delivery time is 10 business days, there is no possibility of Express shipping to these destinations.

Venezuela, Colombia, Costa Rica, and the Dominican Republic:

  • Door-to-door service that takes 9 to 12 days
  • The price will be calculated at the time of purchase based on the weight of the order (approx. €8 per kilo)
  • The price includes insurance of the declared value

Other Countries:

  • Consult shipping costs via Correos or arrange for pickup in Chapea as previously agreed.
  • The orders will be considered same-day if placed before 1:00 PM for custom orders and 2:00 PM for machines and consumables. Otherwise, it will be counted from the following day.
  • Only an order can be counted as same-day if paid by card, PayPal, or a SeQura payment method.
  • In the case of free shipping; it corresponds to a single delivery within the peninsula, in the event of partial delivery, shipping costs would apply.
  • Any delivery time may be altered depending on quantity, type of product, customization, or stock breakage; in such cases, the customer will be notified in advance.
  • The delivery time starts counting from the payment confirmation (not from the receipt) and in the case of personalized products; from the confirmation of the sample photo.
  • We handle emergencies flexibly, and within our capabilities, we will always try to meet your needs.
  • In case of returning an order because it did not arrive on the desired day, but the order is still within the contracted period, the shipping and return costs will be borne by the customer.
  • In shipping areas that incur customs fees, departure fees, indirect taxes... They will be charged at the destination.
  • We do not make direct shipments to the Canary Islands or Andorra due to numerous issues with the collection of the DUA from our customers. Our customers from these locations can send their preferred courier to pick up the package at our facilities, such as MRW.
  • Errors in postal code, address, phone, email: 

The costs incurred in shipping for any Customer errors when filling out contact and shipping information will be the responsibility of the customer., since the customer is the one who must fill in the data and verify it at the time of registering or placing an order.

Just like the expenses generated by absence or second deliveries if necessary.

  •  Delivery times:

The delivery time may vary in function of product availability, of the contracted shipping and the destination of the package; the vast majority of orders are shipped before the contracted deadline (we do not hold packages)resulting that the payment for an Express or Urgent term simply places your order in a faster queue: what generally takes time is not manufacturing your order, but manufacturing all those who ordered before yours.

In any case, the shipping is processed as quickly as possible. In the case of orders for multiple products, a single shipment will be made when all the material is available, except in the case that the customer expressly indicates otherwise.

However, surfoon.com is reserve the right to send orders in a fragmented manner without additional cost to the customer.

For those products that are out of stock, regardless of what is indicated in the product sheet, the customer will be provided via email with the approximate delivery time that the manufacturer or supplier has communicated to us, and they will be kept informed of any variations that may arise from that timeframe.

  • Cancellations: 

The The buyer may cancel their order at any time always that the status is not "In Process"; nor approved the sample in the case of customized products and in the case that you have already made the payment, you will will refund the amount.

In the event that a return of the total amount or a difference needs to be made due to the customer's error when placing the order, transaction fees will be charged; the commission percentage varies depending on the banking entity and payment method.

To cancel an order, send an email to info@surfoon.com, alvaro@surfoon.com requesting the cancellation of your order and providing the order number, if possible.

This email must be sent from the same email address with which the user has registered on our WEBSITE.

Please note that often, surfoon.com "Processes" orders shortly after receiving the payment, so if your order is already in "Process" and you still wish to cancel it, please check the return conditions.

  • Returns:

The return period for a product is 14 business days from receipt.

To be able to make the return, it will be a requirement essential that both the product and its packaging are in perfect condition.

It is essential that the product has not been used, otherwise we will not be able to take responsibility for its use.

Surfoon.com assumes that the buyer has read the product description on the website and understands what they are ordering before placing the order.

The shipping costs for returns or unwanted products will be paid by the buyer.

If you wish to return a product purchased on surfoon.com, you must notify us in advance by e-mail at info@surfoon.com indicating the following:

  • – Name and email address used for the purchase.
  • – Order number and date.
  • – Purchased products, including their price.
  • – Reason for the return Once your request has been analyzed, the necessary instructions for making the return will be sent to you via e-mail.

Once the product has been received and its condition checked, the corresponding refund will be processed within a maximum period of 31 days.

No returns will be made once surfoon.com receives the approval of the sample and sends the order for customized products; within the agreed timeframe with the customer, either because they do not want it or because they were not at home on the day of delivery.

  • Payment of the Order:

In the case of payment for the order via transfer or deposit as a payment method, it should be noted that the order reference number must be indicated in the concept, and the exact amount including cents must be deposited as indicated by the total of the order. If the payment is less than the total, it is assumed that the order is not fully paid (the missing amount will be charged as cash on delivery + the management fee), and if the customer makes a deposit of more than the total amount, it will be credited in materials. We do not make refunds for excess amounts, nor do we accumulate amounts in favor of the customer.