The choice of delivery / The deadlines
The preparation time indicated for each product only takes effect from the processing of the order, after validation and confirmation by email of the processing of your order (excluding holidays, Saturdays and Sundays).
The preparation time "On order" depends entirely on our suppliers. You will be informed quickly of the real time of availability by email.
In the event that during the processing of your order one of the products ordered is not available in our stocks presented on the site, we undertake to contact you by email or telephone within 24 hours from the date of your order to inform you and to indicate the time frame in which this product could, if necessary, be delivered. In the event that the proposed new delivery date is not convenient for you, we commit ourselves to reimburse you immediately.
The shipments take place from Monday 14H00 to Friday 16H00 included (except holidays).
For all deliveries of surfboards, the packages are handled by GEODIS transport. Delivery times are from the moment the package is picked up by the carrier and when you receive an email confirming the shipment of your order.
You can follow the progress of your order on request by contacting us at 0 78 223 78 10 or by email email@example.com
Delivery problems due to the carrier:
In case of anomaly concerning the delivery (damage, missing product compared to the delivery order, damaged package, broken products), the delivery must be refused. The customer will have to warn us by mail at: firstname.lastname@example.org, and to transmit us a copy of the refused delivery order, signed by the customer and the carrier by mail at:
21 rue Noire
As soon as we receive the mail and the damaged package, we will proceed to the exchange of the item(s).
The delivery times and availabilities mentioned on the Site are only indicative and may be modified.
PRISM SURFBOARDS could not be held responsible for the consequences due to a delay in delivery or a loss of package from the carrier. In no case, a delay in delivery or processing of your order can give rise to the cancellation of the order. In case of non-receipt of a parcel within the indicated time, an investigation is carried out with the carrier and may take several days. During this period, no refund or return of the package can be made.
The customer will have to formulate to us the very same day of the delivery or at the latest the first wrought day following the delivery, any complaint of error of delivery and/or nonconformity of the products in kind or in quality compared to
indications being reproduced on the purchase order. Any claim made after this deadline will be rejected.
The formulation of this claim to the company can be made:
by phone at: 0 78 223 78 10
by mail at: email@example.com
specifying the reference of the order.
The return costs in the case of a retraction will be at your charge.
The return costs of items to be exchanged will be at the charge of PRISM SURFBOARDS (except for items benefiting from a discount).
For the articles in sales, promotions & discount or profiting from crossed out prices, of the expenses of forwarding of articles to be exchanged will be the responsibility of the customer and calculated according to the article to be sent back. Refunds of items will be made in the form of a credit on your customer account.
The return costs for a product declared not in conformity with the order, will be paid by PRISM SURFBOARDS.
We will reimburse you for the cost of returning the package based on the current postal rate.
This right of return will be accepted only 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 are not accepted, they will be reshipped at the expense of the customer.
We commit ourselves to make an exchange, a credit note or a refund within a maximum of 30 days after the reception of the products by our care.
No COD shipment will be accepted for any reason.
Order your product return form to have your board appraised in case of damage.
In case you need a return from our After Sales Service, order your return form here. A GEODIS delivery person will pick up the board from your home and deliver it directly to our warehouse in Saint Fulgent, Vendée. Once received, the board will be checked and assessed to see if the product is really defective. If it is, we will send you a new board free of charge and refund the return shipping costs. On the other hand, if it turns out that the returned product is not defective and has been subjected to unconventional use, we will keep the board at the warehouse and no refund will be possible. Sometimes products are defective. However, most of the time a broken product is due to misuse or lack of care. In this case, we cannot take care of it.
Thank you for your understanding.
The Prism Surfboards Team