Return Policy
RETURNS & REFUNDS
We hope you’re happy with your purchase. If you need to return something, please follow the instructions below.
For questions about returns, email store@havensurf.com with your order number.
1. RETURN CONDITIONS
Eligible items can be returned within 14 days of receiving your order. This applies to both full-price and sale items.
Please make sure that:
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Items are unused, unworn, unwashed and in their original condition.
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All original tags and labels remain attached.
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Original product packaging and accessories are included.
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Items are securely packed to prevent damage during transport.
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Your original order number is included inside the parcel.
Shoes must be returned in their original shoebox, placed inside a separate shipping box. Please do not attach tape or shipping labels directly to the shoebox.
Return shipping costs are your responsibility, except where the return concerns a damaged, defective or incorrectly supplied item for which Haven Surf is responsible.
2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your item is damaged, defective or incorrect, or we made a mistake with your order, contact store@havensurf.com immediately and before returning anything.
Please include:
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Your order number.
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A short description of the issue.
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Clear photographs where relevant.
We’ll review the situation and provide the appropriate instructions.
Where the issue is our responsibility, we’ll arrange a solution and cover the necessary return shipping.
Please do not send these items back through the ordinary return procedure before contacting us.
3. RETURNS WITHIN THE EUROPEAN UNION
The same procedure applies to all EU countries, including Belgium, the Netherlands and Luxembourg.
Prepare your return
Make sure your items meet the return conditions. Pack them securely and include your original order number.
Option 1 — Arrange your own shipment
Choose your courier and arrange the return shipment. You do not need to contact us before sending a regular return.
Email your order number and return tracking information to store@havensurf.com.
We strongly recommend a tracked and suitably insured service. Keep your proof of postage until your return has been resolved.
Option 2 — Use our returns portal
Visit our returns portal and choose from the available shipping options, including FedEx and DPD.
The applicable return shipping price is shown in the portal. Follow the instructions provided to prepare and send your parcel.
Return costs
Return shipping is at your expense with either option.
You can also hand your online return to our Antwerp store free of charge.
Return address
HAVEN SURF
Volkstraat 18
2000 Antwerp
Belgium
+32 (0) 468 02 73 35
Refund
Once your return has been received and inspected, we’ll process your refund to the original payment method, less applicable unpaid return-related costs.
Your bank or payment provider may need a few business days to display the refund.
Damaged, defective or incorrect items
Contact store@havensurf.com before arranging a return.
We’ll provide the appropriate instructions and cover necessary return shipping where the issue is our responsibility.
4. RETURNS FROM OUTSIDE THE EUROPEAN UNION
Returns from outside the EU require customs documentation when entering Belgium.
Prepare your return
Make sure your items meet the return conditions. Pack them securely and include your original order number.
Option 1 — FedEx through our returns portal: highly recommended
We highly recommend purchasing a FedEx return label through our returns portal.
The return shipping price is calculated through the portal. Follow the shipping and customs instructions provided.
Using this service helps us manage your return and reduces the risk of unnecessary clearance costs and delays.
Option 2 — Arrange your own shipment
If you arrange your own return, we highly recommend using:
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FedEx.
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UPS.
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DHL Express.
Please do not use USPS, Canada Post, Royal Mail, Australia Post or DHL eCommerce.
These services may transfer your parcel to BPost (Belgian Post) in Belgium, resulting in an additional €40 administration charge.
Email your order number and return tracking information to store@havensurf.com.
We strongly recommend a tracked and suitably insured service. Keep your proof of postage until your return has been resolved.
Return costs — Our FedEx service
The total return cost consists of:
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The return shipping price calculated through the portal.
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A €15 FedEx administration fee for the parcel entering the EU from outside the EU.
The €15 is an administration fee charged by FedEx, not a customs duty.
Any additional carrier, handling or customs-related charges billed to Haven Surf in connection with your return will also be deducted from your refund.
Return costs — Your own shipment
You pay your chosen courier directly.
All additional costs billed to Haven Surf in connection with your return will be deducted from your refund.
These may include:
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Customs clearance charges.
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Carrier handling and administration fees.
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Import duties and taxes.
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Additional transport or return charges.
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The €40 BPost (Belgian Post) administration charge, where applicable.
If FedEx charges its €15 administration fee on a self-arranged return, that amount will also be deducted. Other couriers may charge their own administration or handling fees.
Amounts already paid will not be deducted again.
Customs documents
Clearly identify the shipment as Returned Goods.
Include:
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Your original Haven Surf order number.
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An accurate description of the returned items.
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The correct item values.
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Any additional documents required by your courier.
Select the appropriate returned-merchandise option in the courier’s system. Do not declare the shipment as a gift.
Writing “Returned Goods” on the package does not replace the required customs declaration.
Incorrect or incomplete documents may cause delays, additional charges or the parcel being returned to you.
Return address
HAVEN SURF
Volkstraat 18
2000 Antwerp
Belgium
+32 (0) 468 02 73 35
Refund
Once your return has been received and inspected, we’ll process your refund to the original payment method, less applicable unpaid return-related costs.
Your bank or payment provider may need a few business days to display the refund.
Damaged, defective or incorrect items
Contact store@havensurf.com before arranging a return.
We’ll provide the appropriate instructions and cover necessary return shipping where the issue is our responsibility.
5. FREE IN-STORE RETURNS
Online orders can also be returned free of charge at our Antwerp store:
HAVEN SURF
Volkstraat 18
2000 Antwerp
Belgium
Bring your order number or proof of purchase. The same return period and item conditions apply.
Please check our current opening hours before visiting.
6. RESPONSIBILITY FOR RETURN SHIPMENTS
When you arrange your own return shipment, you are responsible for its safe delivery to Haven Surf.
We strongly recommend a tracked and suitably insured service.
Keep your tracking number and proof of postage until your return has been resolved.
Haven Surf does not accept responsibility for return parcels lost or damaged in transit when shipped with a courier arranged by the customer.
If you used a label purchased through our returns portal and experience a shipping problem, email store@havensurf.com with your order number and tracking information.
7. NON-RETURNABLE ITEMS
The following are excluded from our ordinary change-of-mind returns:
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Gift cards.
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Opened personal care or hygiene products.
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Items that have been used, worn, washed or damaged, or are missing their original tags or packaging.
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Custom-made, personalised and special-order products.
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Surfboards, including both standard and custom-made boards.
Hazardous materials, flammable liquids and gases cannot be sent through the standard return procedure.
Contact store@havensurf.com before arranging a return involving these products.
If an item is damaged, defective or incorrectly supplied, contact us so we can assess the issue separately.
8. SURFBOARDS
Surfboards are large, fragile items that require protective packaging and specialist transport.
We do not accept ordinary change-of-mind returns on standard or custom-made surfboards.
We’re happy to help you choose before ordering. Email store@havensurf.com for advice, additional information, photos or videos of the board you’re considering.
Tell us about your surfing experience, the boards you currently ride and your usual conditions so we can help you make a considered choice.
If your board arrives damaged, defective or incorrect, contact store@havensurf.com immediately.
Include your order number and clear photographs of:
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The damage or issue with the board.
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The protective packaging.
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Any damage to the shipping box.
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The shipping label.
Keep the packaging and do not use or repair the board before we have discussed the next steps.
9. REFUNDS
Once your returned items have been received and inspected, we’ll confirm the outcome by email.
Approved refunds are issued to the original payment method, less applicable unpaid return-related costs.
Original shipping charges are not refunded.
If an item shows use, damage or missing components, tags or packaging, we may reduce or refuse the refund according to our return conditions.
Your bank or payment provider may need a few business days to display the refund.
10. LATE OR MISSING REFUNDS
If we have confirmed that your refund was processed but it has not appeared:
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Check the account used for the original payment.
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Contact your bank or payment provider.
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If you still cannot locate it, email store@havensurf.com with your order number.
We’ll help you check the refund details.
11. EXCHANGES
We do not offer direct exchanges for regular returns.
If you’d like another size, colour or product, return the original item and place a new order.
For damaged, defective or incorrectly supplied items, contact store@havensurf.com first so we can arrange the appropriate solution.
12. GIFTS
Eligible gift returns are issued as store credit, allowing you to choose something else from Haven Surf.
Email store@havensurf.com with the original order number or proof of purchase.
The usual return period and item conditions apply.
You can send the gift back at your own expense or return it to our Antwerp store free of charge.
Once the return has been received and approved, we’ll issue store credit.
Gift-recipient returns are not refunded to a bank account or payment card.
13. CONTACT
For returns, refunds or problems with your order:
store@havensurf.com
+32 (0) 468 02 73 35
For questions about import duties, import taxes or customs charges: