Returns


RETURNS, EXCHANGES & CANCELLATIONS

How do I return an item via mail within Australia?

We accept the return of full price & sale items returned within 30 days of purchase provided your item(s) are unused, unworn and undamaged, and include all original tags, labels and retail packaging.

Step 1: Prepare

Include the completed returns slip (If you don’t have the returns stickers from your parcel, don't stress, you're welcome to state your return information on a blank piece of paper and enclose it with your package)
Include proof of purchase (order number)

Step 2: Pack

Reuse the original packaging (box or satchel) and ensure you include only unused, unworn and undamaged items (including all tags, labels and retail packaging). You must also return any free promotional items you received with your original order.

Wetsuits & fragile items such as hats & flasks must be returned in a box & shoes must be returned in their box, enclosed in a satchel/bag.

Apply the supplied shipping address Label to the outside of the retail packaging
(This is an address label only and is not prepaid postage.)

Step 3: Post

Loyalty members with a prepaid return label may drop their return to a red post box. Non loyalty member returns are at the customer’s expense. You can attend a Post Office to pay for your return or use either of the following two options, Australia Post Return Portal or Parcel Point Return Portal.

Be sure to keep a copy of your return tracking number. We recommend you use registered post for all returns, as we cannot be responsible for items should they be lost in transit

Return postal address:

Australia Online Store Returns

Xcel Wetsuits

105 Corio Quay Road

North Shore VIC 3214

How do I return an incorrectly received item?

In the unlikely event that you receive an incorrect item in your order, please reach out to our Customer Service team for instructions on how to proceed prior to returning your item(s).

How do I return an item that arrived faulty?

In the unlikely event that your purchase arrives faulty please reach out to our Customer Service team for instructions on how to proceed prior to returning your item(s).

Can I exchange an item via mail?

We're currently unable to process exchanges through our online store.

To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing merchandise to our online warehouse for a full refund.

Returns Policy

Returns will be processed within 7-10 days of receipt.
You will be notified via email once your refund has been approved in our system.
To qualify for a merchandise refund, items must be returned in original, unused condition, in original packaging and tags attached. You must also return any free promotional items you received with your original order.
Return refunds do not include shipping charges, you will be refunded for the goods returned only.
Please chose carefully when designing custom boardshorts as we do not offer returns or exchanges unless the product fails to meet a consumer guarantee.
Some of our goods come with a guarantee or warranty from the manufacturer against defects. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
We will assess a warranty claim in accordance with your legal rights, upon receipt of a proof of purchase and inspection of the returned good.
It is a condition of sale that goods are not resold for commercial purposes and that goods are returned to the country from which they were purchased.
All eligible items returned for refund must be returned in the original condition with tags attached (unless faulty).
Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty).
When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return.
Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty).
Online purchases can either be posted back to our online warehouse or, returned in-store. Instructions on how to return set out in above.
Note: Online orders purchased using PayPal cannot be returned in store and must be returned via mail.
If you have any questions, please contact the Customer Service team team for assistance.