Conditions apply: You have 30 days from purchase date to return your online order (excludes sale items). For the Christmas season, we will extend the returns period to the end of January. Returns will be processed within 2 working days of receiving them. All face masks and surfboards purchases are non-refundable & non-exchangeable. *Applicable to online orders only, in store returns policy may vary. **Returns must be in original "as-new" condition with tags still attached. Backdoor may refuse to refund or exchange your return if items do not meet the above criteria. 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 and 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. Return your order in store Online orders can be returned to any of our Backdoor Stores. Please have a physical or digital copy of your order confirmation email 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 Return part or all of your online order by post along with either the returns form you received with your order OR download a returns request form. We recommend using Returnit.co.nz for fast, tracked returns. Click the banner at the top of the page or follow the link here https://www.returnit.co.nz/ RETURN FREIGHT Return freight charges are not covered by Backdoor, however there is no additional charges on replacement items over $70 (excluding surfboards). 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. 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. Afterpay / Laybuy: Refund will be made back onto your Afterpay / Laybuy account. Once the refund has been processed by Backdoor, it is the customers responsibility to follow up with Afterpay / Laybuy. This usually takes a few days to clear, but may take longer over the weekend & public holidays. More info about Afterpay returns here and Laybuy returns here.