Returns

Returns & Refund Policy

60 DAY RETURNS

McTavish is committed to customer satisfaction - if you receive any apparel or accessories products  that you are unhappy with for any reason, simply return it to us within 60 days* in the condition that you received it and we will happily exchange size or refund. *30 days for sale items. 

SPECIAL NOTE

For surfboard related returns, please contact us at stoked@mctavish.com.au and read our SHIPPING section for more details and read the IMPORTANT INFORMATION below.

OUR RETURN POLICY

  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be accompanied with the receipt or proof of purchase and in the original packaging, containing all the original swing tags.
  • We do not provide a refund of the original postage and your return post is at your expense unless the goods are faulty. We will ship your exchange back to you for free.
  • We suggest using Registered Post with tracking as McTavish can take no responsibility for lost or missing returned orders.
  • Our policy only lasts 60 days*. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. *30 days for sale items.
  • You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn't do what it is supposed to do.

Please choose carefully!

 

How to return

To return a product, you do not need to call or email us, just follow these simple steps:

1. COMPLETE RETURN NOTE

Please complete the enclosed Return Note in your delivery. Be sure to mark the ‘Exchange' or 'Refund' box and choose a reason code from the list provided. In case you have already disposed of your return note, please attach a note with your name and billing address details or order number so that we can identify the return. Enclose the Return Note and place it inside the package.

2. RE-PACKAGED YOUR PRODUCTS

When returning boxed or packaged goods please ensure you pack them inside a satchel & do not attach anything to the outside of the original product packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not accept your return.

As per Our Returns Policy, your item must be unused and in the same condition that you received it. It must also be accompanied with the receipt or proof of purchase and in the original packaging, containing all the swing tags.

3. RETURN VIA YOUR PREFERRED METHOD

Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of return. We take no responsibility for lost or missing returned orders.

ADDRESS YOUR PACKAGE

RETURNS - McTavish Surf, 91 Centennial Circuit, Byron Bay, NSW 2481, AUSTRALIA

PROCESSING

Returns are normally processed within 10 working days, once the returned products have been received into our warehouse.

Upon inspection of the returned product, McTavish will either issue a refund or process your exchange. 

A refund confirmation email will be sent to you once your return has been processed.

SPECIAL NOTE

If your products are in a unsatisfactory condition and don't meet the conditions of Our Returns Policy, McTavish reserves the right not to except your return or exchange.

IMPORTANT INFORMATION

SURFBOARD RETURNS

Surfboard returns are assessed on a case by case basis and must be registered via emailing stoked@mctavish.com.au prior to returning your surfboard. If your surfboard has been damaged during transit please see the Shipping section.

PRODUCT AVAILABILITY

McTavish is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-10 business days within Australia, International delivery timeframes differ for each Country; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

CUSTOMER SERVICE

If you have any questions regarding your exchange or return please email us at stoked@mctavish.com.au or call during business hours +61 2 6685 6736 (Australian Eastern Standard Time).