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Returns

Contact

shoponline@backdoor.co.nz or 07 849 3790

Please note: Backdoor may refuse an exchange, refund, or credit where the item does not meet our returned policy below. Items returned (excluding faulty goods) must be in their original condition. 


Where do I return my order?

Orders can be returned to any of our Backdoor Stores, or by post:

BACKDOOR
ONLINE RETURNS
390 WAIRERE DRIVE
TE RAPA | 3200
HAMILTON

If you wish to return your item in store please contact us first as staff will need further details to process the Exchange, Credit, or Refund through the till.

What is Backdoor's online return policy?

We have a money back guarantee on our online orders (excluding all Hardware) where the item/s can be returned to us in original condition (tags must be attached) within 30 days. Please get in touch if you wish for us to arrange a replacement or refund for your order.

ONLINE ORDERS ONLY: For hygienic reasons, swimwear may only be returned with all protection stickers and tags attached. This is only available for our online customers who don't have the opportunity to try it on in store. We are unable to accept swimwear returns on in store purchases. 

Please note that wetsuits will crease permanently when packaged incorrectly - if obvious care has not been taken in preparing your wetsuit for return, this will be treated as damage and Backdoor reserves the right to refuse the refund/exchange.

Exchange

If you wish to exchange your item, please get in touch first so we can arrange to have the replacement in store, or put on hold until we have received your original order back to us. If you are in a hurry to have your order exchanged, you may purchase the item as a new order, and the original order will be refunded upon return (see Returns Policy above) .

Incorrect Order

Sorry! If you have received the wrong item, please be in touch as soon as possible. This has been done in human error, and any changes to your order will always be communicated before sending.

How will I receive my refund?

Refunds will NOT be processed in cash. If your item has been returned to us by post, your original payment will be reversed through Payment Express showing back onto your card within 2 working days. If you have returned your item in store, the Manager in charge will process the refund back onto your eftpos / credit card. .

Faulty Items

If you have any questions about your product, or feel that you have experienced unreasonable wear and tear please email us with a dated proof of purchase, and photos where possible. Some items come with a brand-specific Warranty (Wetsuits, Watches, and Sunnies) with terms as set by our supplier, who will need to inspect the items and may choose to have it repaired or replaced.

Due to the accidental nature of Surf and Skate boards are not covered by Warranty.