Returns, Refunds & Exchanges
At Fat Willy's Surf Shack, we want you to be happy with your purchase. If something isn't quite right, we're here to help.
This policy applies to purchases made through www.fatwillyssurfshack.co.uk and purchases made in person at our 4 Fore Street, Newquay store. Purchases from other Fat Willy's stores or websites are handled by the relevant business.
1. Returns
We offer a 30-day returns period for eligible change-of-mind returns.
For online orders, the 30-day period begins on the day you receive your order. For purchases made in our Newquay store, it begins on the date of purchase.
To qualify for a return, items must be:
-
Unworn and unwashed.
-
In their original condition.
-
Returned with original tags attached, where applicable.
You do not need to return items in their original postal packaging, but please ensure they are packaged securely.
Sale items are eligible for returns under the same policy as full-price items.
2. How to Request a Return
Online orders
For online orders, you can request a return through your customer account:
-
Visit our website and sign in to your customer account using the email address associated with your order.
-
Find the relevant order and select the option to request a return.
-
Select the item or items you wish to return and provide a reason.
-
Submit your request for our team to review.
Return requests are reviewed by our team and are not automatically approved.
Once your request has been approved, follow the return instructions provided and send your item back to us.
In-store purchases
If you purchased your item in person from our 4 Fore Street, Newquay store, please contact our team directly at shop@fatwillyssurfshack.co.uk before returning your item.
Please include proof of purchase and details of the item you wish to return so we can advise you on the next steps.
If you have difficulty accessing your online account or submitting a return request, please contact us at shop@fatwillyssurfshack.co.uk.
3. Return Postage
For ordinary change-of-mind returns, customers are responsible for the cost of returning items to us.
We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
4. Refunds
Once your returned item has arrived and been inspected, we will process your refund to your original payment method, provided the return is eligible.
We aim to process refunds within 3–5 working days of receiving and inspecting your return.
Please allow additional time for your bank or payment provider to process the refund.
You will receive confirmation once your refund has been processed.
5. Exchanges
We are happy to offer exchanges for a different size, colour or product, subject to availability.
Exchanges are currently handled directly by our team rather than through the online self-service returns process.
To request an exchange, email shop@fatwillyssurfshack.co.uk with your order number and details of the item you would like instead.
For voluntary exchanges:
-
You are responsible for the cost of returning the original item.
-
We will cover the postage cost of sending your replacement.
-
If the replacement costs more, you will need to pay the difference before dispatch.
-
If the replacement costs less, you can choose a refund or store credit for the difference.
Your original item must arrive and be inspected before the replacement is sent.
All exchanges are subject to stock availability.
6. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us at shop@fatwillyssurfshack.co.uk.
Please include your order number or proof of purchase, a description of the issue and photographs where possible.
If we have sent you the wrong item, we will cover the return postage and arrange for the correct item to be sent.
Faulty items are handled separately from ordinary change-of-mind returns.
7. Discounted Bundles
If you purchase a discounted bundle and wish to return only part of it, the remaining item or items may be recalculated at their normal standalone prices, provided this condition was clearly explained before purchase.
Any applicable refund will be based on the adjusted value of the items retained and returned.
8. Where to Send Returns
Once your online return request has been approved, items should be sent to:
Fat Willy's Surf Shack
4 Fore Street
Newquay
Cornwall
TR7 1LN
United Kingdom
Please include your order number inside the parcel.
9. Contact Us
If you have any questions about returns, refunds or exchanges, please contact us:
Email: shop@fatwillyssurfshack.co.uk
Address: Fat Willy's Surf Shack, 4 Fore Street, Newquay, Cornwall, TR7 1LN, United Kingdom
Nothing in this policy affects your statutory rights as a consumer.
