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Returns & Exchanges

Your best insurance against returns are the volume calculator and your previous surfing history.

Your previous surfing history can help by considering two questions:

1) Are you getting into waves really easy on your current shortboard but feeling it draw too wide of turns and speed past buttery sections too fast?

Try voluming your new shortboard down .5 litres so that it knifes into wave faces better. (Another option – if you’re riding a groveler like the Seaside, Baked Potato, keep your same volume and try a shortboard like the Gamma, FRK or Cymatic because they’re less focused on wave catching and more focused on ripping.)

2) Are you ripping the bag out of great waves on your shortboard but struggling to catch the weak and gutless ones?

Try voluming up your shortboard .5 litres to catch waves easier. (Another option – if you’re riding a shortboard like the Gamma, FRK or Cymatic, try keeping your same volume and ordering a Seaside, Baked Potato or other groveler because they’re less focused on ripping and more focused on wave catching).

Between the volume calculator and your understanding of what volumes you like in your current boards, you can eliminate 99% of the possibility you’ll want to return your board, and that’s good, because until we re-open for full business in a post-Coronavirus world (and by we, we mean the whole world, all of us) we’re not currently offering returns.

However in the 1% likelihood you think something is wrong with your board’s ability to perform due to some kind of defect (before you wax it or surf it) please:

  • Send an email to support@firewireuk.com
  • Include your full name and address
  • Your phone number
  • Proof of purchase, as well as order number. 

Returns Policy

You can return your product(s) with original packaging intact within 30 days for an exchange or refund. If you would like to return your order, please carefully package and post back to the below address, including a copy of your packing slip advising if you would like a refund or exchange.

Firewire UK
Hectic Europe Ltd
Unit E1 Hilton Park
East Wittering
CHICHESTER
PO20 8RL

We recommend using a registered postal/courier service for your returns as we cannot be held responsible for any items that are damaged or go missing whilst in transit. We do not provide a pre-paid delivery/collection service for returns. Exchange items shipped back to the customer will be chargeable at the advertised rates.

If your new Firewire/Thunderbolt product hasn’t lived up to your expectations and you believe the product to be faulty, please contact us in advance at support@firewireuk.com  

Terms & Conditions:

  • Please note that we can only offer exchanges for items of equal value or a combination of lesser value product and a partial refund
  • Gifts can only be returned for a refund to the original purchaser
  • We can only accept returns for items purchased through our website (firewireuk.com) All other returns should be referred to the retailer from whom your Firewire/Thunderbolt product was originally purchased from
  • We cannot refund any delivery charges, unless an item is faulty or sent in error
  • Exchanges can only be fulfilled once the original purchase has been returned to our warehouse
  • Processing of returns can take up to 5 business days and refunds issued to your account can take up to 7 days to appear in your account.