GUARANTEE & WARRANTY

Our Guarantee:  Buy a wetsuit from us.  Receive it in the mail.  Try it on.  Surf in it.  Maybe even surf in it a few times.  If you are not completely satisfied with your wetsuit then return it within 30 days of the day you receive it and we'll give you some options, no questions asked:  (a) get a refund, or (b) exchange it for another size, or (c) exchange it for a different wetsuit (which may mean a smaller refund to you or an additional charge, depending on the different suit).

Our Warranty: XTERRA SURF is warranted against any manufacturing and material defects for one year from the date of purchase.  Manufacturing and material defects covered under the one year warranty include seam tears or separations, stitching tears or separations, and gluing defects.  The most common damage NOT covered under warranty includes the following: neoprene tears caused by human hands; melting due to heat or sun exposure; heel tears, chlorine damage; tears caused by sharp objects; general rubber tears; improper repairs; other damage unrelated to the seams, stitching, or glue.

The one year warranty covers the original suit and any replacement suits for one year from the purchase date of the original suit.  The person who purchased the wetsuit must make the claim.  Coverage is voided if the wetsuit is sold or ownership is otherwise transferred. It is the responsibility of the customer to provide XTERRA SURF with proof of original purchase.

XTERRA SURF retains the right to decipher whether damage is caused by normal wear and tear circumstances, manufacturing defects, accident, misuse, improper care, or negligence.  XTERRA SURF also retains the right to repair or replace valid warranty claims at their discretion; refunds are not an option for valid warranty claims.  Exact product replacement depends on available inventory.

DAMAGE COVERED UNDER WARRANTY:

  • Seam tears or separations
  • Stitching tears or separations
  • Gluing defects
  • Zipper detachment/defects

DAMAGE NOT COVERED UNDER WARRANTY*:

  • Neoprene tears caused by human hands
  • Melting due to sun or heat exposure
  • Heel tears (tears caused by forcefully putting on or taking your suit off to the extent that your heel, finger, or anything else punctures the suit)
  • Damaged caused by chlorine (degradation of the gluing in the suit is the most common chlorine-caused damage)
  • Tears due to exposure to sharp objects (i.e. rocks, reef, etc.)
  • General rubber tears
  • Damage caused by improper repairs
  • Other damage unrelated to the seams, stitching, or glue

*For any damage that is not covered under warranty, please refer to our Repairs page. 

OTHER ACTIVITIES THAT VOID THE WARRANTY:

  • Altering the wetsuit in any way, including silk screening, heat transferring, embroidery, or cutting.
  • Damage caused by using petroleum jelly (Vaseline) or any other petroleum-based product or unapproved lubricant, cleaner or treatment.
  • Improper handling or storage.
  • Prolonged exposure to heat, sunlight, chlorine, and other harsh substances.

- WARRANTY CLAIM PROCEDURES -

If the damage to your suit is covered under warranty, please follow the procedures listed below to initiate a warranty claim.  Please note that if you do not follow the procedures listed below, it may prevent your warranty claim from being processed in a timely manner.

STEP 1: Please email our Warranty Department, warranty@xterrasurf.com, with ALL of the following information:

  • At least one clear picture of the warranty claim
  • Detailed description of the warranty claim and how it occurred (if known)
  • Serial Number (7 digits found on the flap below the name space.  Older suits may not have this)
  • Product and size
  • Original order number
  • Name on the original order
  • Purchase date of original order
  • Contact information (email address and phone number)
  • Any other relevant information (i.e. you have an upcoming events and require an expedited response) 

STEP 2: Please allow up to 48 business hours for a response; more often than not, we will respond much faster.  If you have any questions, concerns, or comments in regards to our warranty policy, please contact warranty@xterrasurf.com.

STEP 3: Once your warranty claim has been approved you may send us your suit back with the appropriate form.  Customers are always responsible for the cost of shipping to return their wetsuit to XTERRA SURF.  XTERRA SURF will cover the cost of  FedEx Ground (domestic) or FedEx International Economy (international) shipping back to the customer.  Customers are responsible for all shipping costs for expedited shipping options.  Please allow up to ten business days for a warranty claim to be processed and completed from the time XTERRA SURF receives it.  Please note shipping times vary.