TERMS OF SERVICE

OVERVIEW

This website is operated by Haven Surf. Throughout these Terms, “we”, “us” and “our” refer to Haven Surf.

These Terms govern your use of our website and purchases from Haven Surf, together with our Returns Policy and Privacy Policy.

Our online store is hosted by Shopify.

1. ONLINE STORE TERMS

You must be legally able to enter into a purchase agreement or have permission from a parent or legal guardian.

You may not use our website or products for unlawful purposes, interfere with the website’s operation or introduce malicious software.

2. GENERAL CONDITIONS

Products and services are subject to availability.

We may restrict website access where necessary to prevent fraud, unlawful activity, misuse or security risks.

Website content may not be copied, reproduced or commercially exploited without our permission, except where permitted by law.

3. WEBSITE INFORMATION

We aim to keep product descriptions, prices, availability and other website information accurate and current.

If you need clarification about a product before ordering, contact store@havensurf.com.

4. PRICES & OFFERS

Prices and offers may change over time. The price and conditions applicable to your purchase are those presented when you place your order, subject to correction of errors in accordance with applicable law.

Shipping charges and taxes collected by Haven Surf are shown at checkout before payment.

Import charges collected separately by customs authorities or carriers are explained below.

5. PRODUCTS & AVAILABILITY

Some products are available exclusively online or in limited quantities.

We aim to display colours and product details accurately, but appearance may vary between screens. Hand-finished products may have individual variations.

For questions about fit, materials, dimensions, construction or included accessories, contact store@havensurf.com before purchasing.

6. ORDERS, BILLING & INVOICES

Please provide complete and accurate contact, billing and delivery information.

We may decline or investigate orders where there are reasonable concerns about payment, fraud, availability or resale activity.

If an order cannot be fulfilled, we will contact you and arrange repayment of amounts due.

An order confirmation and invoice are sent automatically after an order is placed. Tracking information is sent after dispatch.

EU business purchases without Belgian VAT

Qualifying purchases may be invoiced without Belgian VAT where your business has a valid EU VAT number and the goods are shipped from Belgium to another EU country.

These purchases cannot be placed through the website.

Before ordering, email finance@havensurf.com with:

• Your registered company name.

• Your billing and delivery addresses.

• Your valid EU VAT number.

• Your contact details.

• The exact products, sizes, colours and quantities requested.

We will check the information, contact you and issue an invoice. Payment is made by bank transfer using the details on the invoice.

7. THIRD-PARTY TOOLS

Some website functions rely on third-party services, including payment and shipping providers.

Their use may be subject to additional terms presented by those providers.

8. EXTERNAL LINKS

Our website may contain links to independently operated websites with their own terms and privacy practices.

Questions about an external website or purchases made directly from another business should be addressed to that business.

9. REVIEWS & OTHER SUBMISSIONS

Reviews and other content submitted to Haven Surf must be accurate, lawful and respectful of other people’s rights.

Do not submit unlawful, misleading, abusive or infringing content.

Personal information is handled according to our Privacy Policy.

10. PERSONAL INFORMATION

Our Privacy Policy explains how we collect and use personal information and how you can exercise your related rights.

11. ERRORS & CORRECTIONS

We may correct errors in product information, prices, shipping information or availability.

If an error affects an existing order, we will contact you and explain the available options in accordance with applicable law.

12. PROHIBITED USES

You may not use the website to commit fraud, infringe intellectual property or privacy rights, submit false information, harass others, distribute malicious software or obtain unauthorised access to systems or data.

13. WEBSITE AVAILABILITY & LIABILITY

We cannot guarantee uninterrupted website access. Maintenance, technical problems and circumstances outside our control may affect availability.

Any limitation of liability applies only to the extent permitted by law. Nothing in these Terms excludes liability or consumer rights that cannot legally be excluded.

14. RESPONSIBILITY FOR MISUSE

You are responsible for your unlawful use of the website and for content you submit.

Claims arising from misuse will be assessed under applicable law.

15. SEVERABILITY

If a provision is found invalid or unenforceable, the remaining provisions continue to apply where legally possible.

16. TERMINATION OF WEBSITE ACCESS

We may restrict or terminate website access in response to unlawful activity, fraud, security risks or serious misuse.

This does not remove obligations relating to existing purchases or applicable consumer rights.

17. AGREEMENT DOCUMENTS

These Terms, our Returns Policy, our Privacy Policy and the information applicable to your order form the basis of your relationship with Haven Surf.

Mandatory legal rights remain applicable.

18. GOVERNING LAW

These Terms are governed by Belgian law.

Where mandatory consumer protection rules of another country apply to your purchase, those protections remain available.

19. CHANGES TO THESE TERMS

We may update these Terms for future website use and purchases.

Changes do not retrospectively remove rights attached to an existing purchase. The version applicable to your order is the version in effect when that order was placed.

20. SHIPPING & DELIVERY

Delivery times depend on your destination, the shipping service and customs procedures.

Tracking information is provided after dispatch. If tracking has not updated for more than two business days, contact store@havensurf.com with your order number.

Cancellations

Contact store@havensurf.com as soon as possible if you wish to cancel an order.

If it has not yet been prepared or dispatched, we may be able to stop it. Once it has entered the shipping process, we cannot guarantee that dispatch can be stopped.

For returns after dispatch, please refer to our Returns Policy.

Incorrect delivery address

Customers must provide a complete and correct delivery address.

If you entered an incorrect address, email store@havensurf.com immediately with your order number and the correct address.

If the parcel has not yet been dispatched, we can update the address.

If it has already been dispatched, the parcel must first return to Haven Surf before it can be shipped again. Both the return shipping cost and the new shipping cost are your responsibility.

Missed delivery & uncollected parcels

Follow the courier’s collection or redelivery instructions. Redelivery is not always guaranteed.

If a parcel is returned because you were unavailable or did not collect it, the resulting return-related costs are your responsibility.

If you still want the items, place a new order.

Where the delivery problem results from an error by Haven Surf, we will arrange an appropriate solution.

Surfboards & large items

Surfboards are large items requiring protective packaging and specialist handling. They are excluded from free shipping worldwide.

Large suitcases and coolers follow normal shipping conditions within the EU without an additional oversized-item surcharge.

Outside the EU, these items are excluded from free shipping because of the cost of air transport.

21. CONTACT INFORMATION

HAVEN SURF
Volkstraat 18
2000 Antwerp
Belgium

Telephone: +32 (0) 468 02 73 35

Orders, shipping, returns and product questions:
store@havensurf.com

Import duties, import taxes and customs charges:
duties@havensurf.com

EU business purchases without Belgian VAT:
finance@havensurf.com

22. IMPORT CHARGES & REFUSED SHIPMENTS

Unless explicitly included at checkout, applicable import duties, taxes, customs clearance fees and carrier handling or administration charges are your responsibility.

These charges depend on the destination, product category, country of origin and regulations in force at the time of import. Haven Surf does not determine charges imposed by customs authorities or carriers.

Respond promptly to requests for information or payment from the courier. Please do not refuse delivery because of import charges.

If a shipment is refused or returned because import charges remain unpaid, resulting return shipping, customs clearance, carrier handling and administration costs billed to Haven Surf will be deducted from the refund.

If you still want the items after the shipment is returned, place a new order.

For questions about import charges, contact duties@havensurf.com.

23. NON-EU VAT, TAX & DUTY

For qualifying deliveries outside the European Union, Belgian VAT of 21% is automatically removed at checkout once a non-EU delivery address is entered.

Prices may already reflect your detected location or selected shopping country. The final tax calculation is based on your delivery address.

Removing Belgian VAT lowers your purchase price compared with the equivalent price including Belgian VAT. However, local import taxes, customs duties, clearance fees or carrier handling charges may still apply.

Not every shipment is subject to customs duties. Applicable charges depend on the destination country, products, country of origin and regulations in force at the time of import.

Unless explicitly included at checkout, these charges are your responsibility. FedEx or the designated carrier may contact you for payment before or after delivery.

For questions, contact duties@havensurf.com.

UK tax & duty

For qualifying consumer orders delivered to Great Britain with a consignment value of £135 or less, UK VAT is charged at checkout.

Orders above £135 are processed without Belgian VAT. UK import VAT and applicable customs duties or carrier charges are collected during import, normally before or upon delivery.

Unless included at checkout, these charges are your responsibility.

24. RETURNS, REFUNDS & EXCHANGES

Eligible full-price and sale items may be returned within 14 days of receiving your order, subject to the conditions and exclusions in our Returns Policy.

Regular return shipping is at your expense. For non-EU returns, additional transport, administration, handling, customs clearance, duties and taxes billed to Haven Surf are deducted from the refund as described in that policy. Amounts already paid are not charged again.

We do not offer direct exchanges for regular returns. Eligible gift-recipient returns are issued as store credit.

For damaged, defective or incorrectly supplied items, contact store@havensurf.com before returning anything.

Please read our Returns Policy for the complete EU and non-EU procedures, portal options, applicable fees, packaging instructions, refund conditions and return address.

25. SURFBOARDS

Surfboards require protective packaging and specialist transport. Standard and custom-made surfboards are excluded from ordinary change-of-mind returns under our Returns Policy.

Before ordering, contact store@havensurf.com for advice, specifications, additional photographs or videos. We’re happy to help you make a considered choice.

Inspect the package and board on delivery. Report damage to store@havensurf.com immediately after discovery and provide photographs of the board, packaging and shipping label.

Keep the packaging and do not use or repair the board before discussing the next steps with us.

Damaged, defective or incorrectly supplied boards will be assessed separately so an appropriate solution can be arranged.