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Returns

 Don't love your Online Order? Get it back to us within 30 days for a full refund. 
(Conditions apply, see information below)

Return your order in store: 

 Orders can be returned to any of our Backdoor Stores (click to find your local store).

Please have a physical or digital copy of your order confirmation available for the manager. Refunds or exchanges can be processed on the spot, however payments made using Laybuy will need to be processed through our Online Store during week days only. 

Return your order by Post:  
Download your online returns request form & return with your item. 

Note: if you have been sent the wrong item in error we will arrange free return freight. Please contact us as soon as possible at shoponline@backdoor.co.nz. 

 Important returns information
Applicable to online orders only, in store returns policy may vary.

- Returns will be processed within 2 working days of receiving them. 
- Returned items MUST be in original, unworn, unwashed condition with tags & packaging (where applicable) still in tact. This includes shoe/watch boxes & swimwear hygiene seals. 
- You have 30 days from purchase date to return your online order (includes sale items).  
- All surfboards, skateboards, and hardware accessory purchases are non-refundable & non-exchange. 
- Backdoor may refuse to refund or exchange if items do not meet the returns criteria mentioned above. 

 

HOW WILL I RECEIVE MY REFUND?

Your refund will be processed as a reversal of your original payment, depending on which method you used for your order: 

- Credit Card: Refund will be processed back onto your card online or in  store. This usually takes a few days to clear, but may take longer over the weekend & public  holidays. 
- Gift Card : Refund will be processed back onto your gift card online or in store. In some cases you may receive a new gift card number.
- Laybuy: Refund will be made back onto your Laybuy account. Once the refund has been processed by Backdoor, it is the customers responsibility to follow up with Laybuy. This usually takes a few days to clear, but may take longer over the weekend & public holidays.  

 

warranty Returns

 Warranties are product specific, and do not apply to all items. 

- A dated proof of purchase must be supplied. Backdoor is not responsible for lost or misplaced receipts. 
- Backdoor will facilitate the return on your behalf with the supplier/brand. 
- Backdoor may be required to send the item back to the supplier for assessment. 
- Warranty returns may take up to 14 working days to process. 
- The supplier (not Backdoor) has the right to decide if there is a manufacturing issue or defect in accordance with their set terms & conditions.  
- The supplier (not Backdoor)  may choose to repair, refund, or a refusal of either. 

 


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