Politique de remboursement

Two Tides Returns & Refund Policy

Last updated: 29 August 2026

At Two Tides, we want you to be happy with your order. If you have a problem with an item or would like to make a return, please contact us at TwoTides.LTD@gmail.com.

Returns for online orders

If you change your mind about an online purchase, you have 14 days from the day you receive your order to tell us that you wish to cancel or return it.

Once you have notified us, you then have a further 14 days to send the item back. You do not need to provide a reason for cancelling an eligible online order. This reflects UK distance-selling rules. 

To arrange a return, email:

TwoTides.LTD@gmail.com

Please include your name, order number and the item(s) you wish to return.

Returns should be sent to:

Two Tides Ltd
22 Riverside
Wellington
Somerset
TA21 8LJ
United Kingdom

Condition of returns

Customers may inspect and try on products in the same way they reasonably would in a shop.

Please return items in their original condition wherever possible. If an item has been worn beyond trying it on, washed, damaged, marked or handled more than reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value. 

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the item to Two Tides.

We recommend using a tracked service and keeping proof of postage.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where Two Tides is responsible for the return, we will cover reasonable return costs.

Refunds

Once your return has been received, we will inspect the item and process any refund due.

For an eligible online cancellation, we will refund:

• The price paid for the returned item(s)
• The cost of our standard delivery service, where applicable

If you selected a more expensive delivery option, such as express delivery, we are only required to refund the equivalent cost of our standard delivery service. 

Refunds will normally be made to your original payment method.

Where goods are being returned after cancellation, refunds will be made without undue delay and within 14 days of receiving the goods back, or receiving evidence that they have been sent back if earlier. 

Your bank or payment provider may take additional time to show the refund in your account.

Exchanges

If you would like a different size or colour, contact us at TwoTides.LTD@gmail.com.

Exchanges are subject to availability. In some cases, the easiest option may be to return the original item for a refund and place a new order.

Faulty or damaged products

If an item arrives damaged, faulty, incorrect or is not as described, please contact us as soon as possible and include photographs where appropriate.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Consumers generally have a 30-day short-term right to reject faulty goods for a refund, with additional repair, replacement and other rights potentially applying after that period. 

Nothing in this policy affects your statutory consumer rights.

Custom and personalised products

Products that are made to your specifications or clearly personalised are normally exempt from the standard 14-day change-of-mind cancellation right. 

For Two Tides, this may include:

• Custom-made surfboards
• Surfboards made to individually selected dimensions or specifications
• Products featuring personalised names, logos or artwork
• Other products specifically made or customised for an individual customer

This does not affect your rights if a custom product is faulty, damaged, incorrect or not as described.

Sale items

Sale and discounted products still carry the same statutory consumer rights as full-price products. An eligible item will not be refused a return simply because it was purchased in a sale. 

Purchases made in person

The automatic 14-day change-of-mind right generally applies to online and other distance purchases.

For products purchased directly from Two Tides in person, including at events or exhibitions, we are not legally required to provide a refund simply because you change your mind.

Your statutory rights remain unaffected where an item is faulty, damaged or not as described. 

Contact

For any questions regarding a return, exchange or refund:

Two Tides Ltd
Email: TwoTides.LTD@gmail.com
Returns Address: 22 Riverside, Wellington, Somerset, TA21 8LJ, United Kingdom