Refund policy

Return & Refund Policy
Earthwave Group Ltd ("we," "us," "our") Effective date: 19 August 2026

This policy explains how returns, exchanges, and refunds work for (1) physical merchandise and (2) event tickets purchased from us. Please read the section that applies to your order.

1. Merchandise Returns

1.1 Return window

You have 30 days from the date you receive your item to request a return.

1.2 Eligibility

To be eligible for a return, your item must be:

  • Unused and unworn, in the same condition you received it

  • In its original packaging, with all tags attached

  • Accompanied by your receipt or other proof of purchase

1.3 How to start a return

Email info@earthwave.surf  to request a return. Please do not send items back before we've confirmed the return — items received without a prior approved request will not be accepted.

If your return is approved, we'll send you a return shipping label and instructions on where to send your package.

1.4 Return address

Approved returns should be shipped to: Earthwave,12 Trenance Road, Newquay, Cornwall, TR7 2LX 

1.5 Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If an item is defective, damaged, or not what you ordered, contact us immediately at info@earthwave.surf  so we can evaluate the issue and make it right. This applies regardless of the standard return window above.

1.6 Items that cannot be returned

We cannot accept returns of:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized items and special orders

  • Personal care or beauty products

  • Hazardous materials, flammable liquids, or gases

  • Sale/discounted items

  • Gift cards

If you have questions about whether a specific item qualifies, contact us before purchasing or before requesting a return.

1.7 Exchanges

We don't process direct exchanges. If you'd like a different item, return your original item for a refund and place a new order separately once the return is approved.

1.8 Refunds

Once we receive and inspect your returned item, we'll notify you whether the refund is approved.

  • If approved, we will issue your refund to your original payment method within 10 business days of approval.

  • Your bank or card provider may take additional time to post the refund to your account.

  • If more than 10 business days have passed since we approved your refund and you have not received it, contact us at info@earthwave.surf 

2. Event Ticket Refunds & Cancellations

Tickets are treated differently from merchandise because they represent a right to attend an event on a fixed date, not a physical good.

2.1 Customer-initiated cancellations

  • Tickets are non-refundable but are transferable to another person or exchangeable for a different date or event, subject to availability.

  • Requests to cancel a ticket must be submitted to info@earthwave.surf no later than 2 weeks before the event start time.

2.2 Event cancelled, postponed, or substantially changed by us:

If we cancel or postpone an event, or substantially change its date, time, or venue:

  • You will be offered a full refund / a credit toward a rescheduled date / your choice of either

  • We will notify ticket holders using the contact details provided at purchase, and refunds (where applicable) will be issued to the original payment method within 30 days.

2.3 Non-refundable ticket categories

The following are non-refundable except where required by law or under Section 2.2: Discounted/promotional tickets, and equipment rentals.

2.4 How refunds are issued

Approved ticket refunds are returned to the original payment method within 10 business days of approval. Processing times may vary depending on your bank or card provider.

3. European Union & UK Right of Withdrawal

3.1 Merchandise

If your order is shipped to the EU or UK, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in addition to the rights described in Section 1. The item must be unused and unworn, in its original packaging with tags attached, and accompanied by proof of purchase.

3.2 Event tickets

Under EU and UK consumer law, the statutory right of withdrawal generally does not apply to contracts for services relating to leisure activities where the contract provides for a specific date or period of performance — which includes event tickets. Accordingly, the 14-day withdrawal right described in Section 3.1 does not extend to ticket purchases. Ticket cancellations are governed by Section 2 above.

4. Contact Us

For any question about returns, refunds, or this policy, contact us at: info@earthwave.surf  

This policy does not affect your statutory rights as a consumer under applicable law.