Shipping and returns policy
Choice of delivery / Delivery times
The preparation times indicated for each product only take effect from the time the order is processed, after validation and confirmation by e-mail of the processing of your order (excluding public holidays, Saturdays and Sundays).
The "On order" preparation time depends entirely on our suppliers. You will be promptly informed of the actual availability time by e-mail.
In the event that, during the processing of your order, one of the products ordered is not available in the stocks shown on the site, we undertake to contact you by e-mail or by telephone within 24 hours of the date of your order in order to inform you of this and to indicate how soon this product could, if necessary, be delivered to you. In the event that the proposed new delivery date does not suit you, we undertake to reimburse you immediately.
Shipments take place from Monday 2.00 pm to Friday 4.00 pm inclusive (excluding public holidays).
Delivery methods
For all surfboard deliveries, packages are handled by GEODIS transport. Delivery times apply from the moment the parcel is picked up by the carrier and when you receive an e-mail confirming that your order has been dispatched.
You can track the progress of your order on request by contacting us on 0 78 223 78 10 or by e-mail contact@prism-surfboards.com
Delivery problems caused by the carrier:
In the event of any anomaly concerning the delivery (damage, missing product compared to the delivery note, damaged parcel, broken products), the delivery must be refused. The customer must notify us by e-mail at: contact@prism-surfboards.com, and send us a copy of the refused delivery note, signed by the customer and the carrier, by post to:
PRISM SURFBOARDS
21 rue Noire
44000 NANTES
As soon as we receive the letter and the damaged parcel, we will exchange the item(s).
The delivery times and availabilities mentioned on the Site are indicative only and may be subject to change.
PRISM SURFBOARDS cannot be held responsible for the consequences of late delivery or loss of the package by the carrier. Under no circumstances may a delay in delivery or processing of your order give rise to cancellation of the order. In the event of non-receipt of a parcel within the time indicated, an investigation is carried out with the carrier and may take several days. During this period, no refund or return of the parcel will be possible.
Delivery errors
The customer must notify us on the day of delivery, or at the latest on the first working day following delivery, of any claim of error of delivery and/or non-conformity of the products in kind or in quality in relation to the
indications on the order form. Any claim made after this deadline will be rejected.
This claim may be made to the company:
by telephone on: 0 78 223 78 10
by e-mail at: contact@prism-surfboards.com
specifying the order reference.
Return procedure
You will be responsible for the return shipping costs in the event of a retraction.
PRISM SURFBOARDS will be responsible for the return shipping costs of items to be exchanged (excluding items benefiting from a discount).
For items on sale, special offer & discount or benefiting from crossed-out prices, the customer will be charged for the return of exchanged items, calculated according to the item to be returned. Refunds will be credited to your customer account.
PRISM SURFBOARDS shall bear the cost of returning a product declared not to conform to the order.
We will reimburse you for the cost of returning the parcel, based on the current postal rate.
This right of return will only be accepted for complete products, in their original condition (packaging, accessories, instructions), with a copy of the purchase invoice. Items returned incomplete, damaged or soiled by the customer will not be accepted and will be reshipped at the customer's expense.
We undertake to provide you with an exchange, credit note or refund within a maximum of 30 days of receipt of the products by us.
No COD shipment will be accepted for any reason.