Returns & Refunds Policy

Last updated: July 29, 2026

We want you to love your SWAG surfboard cover. Each cover is handcrafted with care by Balinese artisans, and we stand behind the quality of our products. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process.

1. 30-Day Return Window

You have 30 calendar days from the date your order is delivered to initiate a return. To be eligible for a return:

• Items must be unused, unwashed, and in the same condition as when you received them
• The cover must not show signs of wear, attempted fitting on a surfboard, or exposure to water/sand
• All original tags and packaging must be intact
• You must have proof of purchase (order confirmation email or receipt)

Returns received after 30 days from delivery, or items that show signs of use, may be rejected and returned to you at your expense.

2. Condition Requirements

2.1 Acceptable Condition

Your return must meet the following condition standards:

• The cover has not been stretched or fitted onto any surfboard
• No rips, tears, stains, or damage to the PVC material or seams
• The interior lining is clean and free of wax, sand, or debris
• The zipper and all hardware are intact and functional
• The cover is folded and packed in its original packaging

2.2 Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalized orders (including custom sizes and custom pattern requests) — unless defective
• Items returned after 30 days from the delivery date
• Items showing signs of use including stretching, wax residue, water damage, or sand exposure
• Items without original packaging or missing tags
• Sale or clearance items (unless defective) — final sale items are clearly marked at the time of purchase

3. Return Process

To return a product, please follow these steps:

1. Contact us — Email [email protected] with your order number and the reason for your return
2. Receive return authorization — We will provide you with a return authorization and instructions for shipping your item back to us
3. Pack your item — Securely pack the cover in its original packaging, including all tags and accessories
4. Ship the item — Send the package to the return address we provide. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for items lost or damaged in transit on the return journey
5. Confirmation — Once we receive your return, we will inspect the item and notify you of the status within 2–3 business days

4. Refunds

4.1 Refund Timeline

Once we receive and inspect your returned item, we will process your refund within 5–10 business days. The refund will be issued to your original payment method via Stripe. Depending on your financial institution, it may take an additional 3–5 business days for the refund to appear in your account.

4.2 Refund Amount

Refunds are issued for the full product purchase price, minus:

• Original shipping costs — Shipping charges are non-refundable unless the return is due to our error (e.g., wrong item shipped or defective product)
• Return shipping costs — The customer is responsible for return shipping fees, unless the return is due to our error
• Restocking fee — We do not charge restocking fees for standard returns

4.3 Refund Methods

• All refunds are processed back to the original payment method used at checkout
• Refunds are processed through Stripe, our payment processor
• We do not issue cash refunds, check refunds, or transfers to alternative payment methods

5. Damaged, Defective, or Incorrect Items

We carefully inspect every SWAG surfboard cover before shipment. However, if you receive a damaged, defective, or incorrect item, we will make it right.

5.1 Damaged in Transit

If your package arrives visibly damaged:

1. Document the damage — Take clear photos of the damaged packaging and the product from multiple angles
2. Contact us within 48 hours — Email [email protected] with your order number, description of the damage, and your photos
3. We'll handle the rest — We will arrange for a replacement or full refund (including all shipping costs) and may provide instructions for returning the damaged item

5.2 Manufacturing Defects

If your cover has a manufacturing defect (e.g., seam separation, zipper malfunction, material flaw):

• Please contact us within 7 days of delivery
• Include photos showing the defect clearly
• We will provide a prepaid return shipping label
• Once received, we will send a replacement or issue a full refund including original shipping costs

5.3 Incorrect Item

If you receive the wrong size, pattern, or product:

• Contact us immediately at [email protected]
• We will arrange for return of the incorrect item at our expense
• Your correct item will be shipped promptly, or a full refund including shipping will be issued

6. Exchanges

We do not offer direct exchanges at this time. If you would like a different size, pattern, or product:

1. Initiate a return as described in Section 3 above
2. Once your return is received and processed, place a new order for the desired item on our website
3. This ensures you receive the correct item as quickly as possible

7. International Returns

For customers outside Indonesia:

• International return shipping costs are the customer's responsibility (unless the return is due to our error)
• Please clearly mark the package as "Return" on the customs form to avoid additional duties or taxes
• We are not responsible for customs fees, duties, or taxes incurred on return shipments
• We recommend using an international courier with tracking and insurance for your protection

8. Order Cancellations

You may cancel an order within 24 hours of placing it for a full refund. After 24 hours, if the order has entered our production process (materials cut, pattern applied, or assembly begun), cancellations may not be possible. Please contact us immediately if you need to cancel.

9. Contact for Returns & Refunds

If you have any questions about our returns and refunds policy or need assistance with a return, please contact us:

• Email: [email protected]
• Parent company: BaliGoat
• Location: Bali, Indonesia
• Website: swag.baligoat.com

We are committed to fair treatment of our customers and will handle every return inquiry with care and professionalism.