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RETURN
Generally, we advise customers to choose an insured and traceable shipping option, so that the package can be tracked at any time and is secured by the shipping service provider. As a customer, you must bear the costs for the return. Returns are normally processed within 10 business days from the time the item arrives at our warehouse.
Once the item has been inspected by us, we will initiate a full refund (for the item). This we will confirm by email, The shipping cost paid will not be included.
AND THIS IS HOW IT WORKS:
Fill out the return form (The use of our return form is optional and does not limit your right of withdrawal in any way).
Pack the item securely (please enclose the completed return form).
Please return returns by arrangement!
( Only after consultation! )
Warehouse Surfganico
Alemannenweg 3
33378 Rheda-Wiedenbrück, Germany
Germany
or:
( Only by arrangement! )
TEKKNO TRADING PROJECT GMBH
Grosse Elbstrasse 131
22767 Hamburg
Germany
Sending
Here you can find the return form to print out:
RETURN FORM
Please write down or take a picture of the number on the return label under the barcode. With this number, you can track the journey of your return online and thus also check whether it is going the right way and has arrived at our address. Please keep the receipt that you receive when you hand in your parcel and take a photo of it, just to be on the safe side. In the event of a lost package, we will need it for tracking purposes. We can only take responsibility once the parcel has reached our warehouse. You will be notified by email once we have received your return.
For returns, we recommend that you use parcel tracking as we cannot accept responsibility for lost or delayed returns. Your return will only be our responsibility once the parcel has reached our warehouse. You will be informed by e-mail as soon as we have received your parcel.
If you are not satisfied with the goods, you can cancel your order within this 30-day period from receipt of the goods by means of a clear declaration. The revocation does not require any justification or binding form, i.e. it can be made verbally or in text form (e.g. as a letter, fax, e-mail or via the revocation form).
Right of withdrawal
Cancellation form
If you wish to cancel the contract, please fill in this form and return it to us.
and send it back.
1. to
.............................
.............................
.............................
.............................
(Name, address, if applicable fax number and e-mail address of the entrepreneur)
2. i/we hereby revoke the contract concluded by me/us for the purchase of the following goods
purchase of the following goods:
..............................................................................
..............................................................................
(Name of the goods, order number and price, if applicable).
3. ordered on: 4. received on:
............................. .............................
(date) (date)
5. (Name, address of consumer)
.............................
.............................
.............................
............................
7. date
....................................................
Customer signature
(only in case of written revocation)
COMPLAINTS AND MANUFACTURER'S WARRANTY
If you wish to return the goods because of a delivery error or damage to the package or goods, here are the instructions.
THIS IS HOW IT WORKS
If your purchased goods have a quality defect, material defect or production defect, this is a claim.
In general, we recommend that you first contact our Customer Service.
We need a detailed description of the fault with photos from you so that we can assess your complaint in advance and help you as quickly as possible and inform you of the next steps.
Please understand that the processing time varies depending on the manufacturer. On average, it takes at least 4-6 weeks.
ATTENTION: The warranty is subject to the terms and conditions of the respective manufacturer and is described in the enclosed warranty card or on the manufacturer's website.
INFORMATION
A quality defect, material defect or production defect is when, for example, a zipper no longer closes, your SUP loses air, etc. The exact assessment can only be made by the manufacturer. However, the exact assessment can only be made by the manufacturer.
The warranty, which covers material & manufacturing defects, varies depending on the product and manufacturer. If a problem occurs during proper use within the applicable warranty period, you should and can complain about the product.
For legitimate claims, if possible, your item will be repaired, if this is not possible, the product will be replaced. If the same product is no longer available, you will receive a qualitatively equivalent model in the same price range as the product you are complaining about. As soon as we receive a replacement from the manufacturer, we will of course send it to you free of charge.
Please note that the manufacturer and we are not obliged to replace the same model.
In the event that the manufacturer deems your complaint to be unjustified (e.g. if the product has been damaged due to improper use or negligent handling), the product you are complaining about will be returned to you immediately. In some cases, however, the manufacturer offers special conditions on replacement, in which case we will inform you immediately.
Please note that credit notes from the manufacturer are not redeemable for cash.
RETURNS OF ORDERS WITH GIFT VOUCHERS
Gift vouchers (i.e. vouchers that have been purchased) will be credited in the event of a return. You will be credited with all or part of the value of the voucher to your customer account with your consent in accordance with the value of the return. Vouchers cannot be redeemed for cash.
RETURNS OF ORDERS AS PART OF A PROMOTION
Promotions & Promotions:
Please note that if you return an item purchased as part of a promotion, the promotion will become void. This means that you will no longer be entitled to the free item or the savings. Reduced goods cannot be exchanged.
Promotional vouchers:
Please note that a promotional voucher will not be refunded if goods are returned in whole or in part. In addition, certain promotional vouchers are only valid during the specified period and in conjunction with the associated promotion.
FALLING BELOW THE "FREE SHIPPING" THRESHOLD
We reserve the right to charge the standard shipping costs for returns. E.g. if the value of the order less the return shipping falls below the free shipping threshold.
Example:
In Germany, shipping is free for orders of 50 € or more. If you order two items in one order for €25 each and return one of them, we reserve the right to return the €25 minus the standard shipping costs.
Please note that pre-assembled ski sets are a customisation of the products to your personal needs and are therefore excluded from return.
If your order was delivered by Hermes or a forwarding agent, you are responsible for the costs of returning the goods. Our Customer Service will be happy to help you with an uncomplicated return that is easy on your wallet. Therefore, please contact our Custom Service.