Within 14 days you can cancel or exchange your order!
Free return from € 150,- order value, surfboards are excluded.
AND THAT'S HOW EASY IT WORKS:
Fill in the enclosed return form (The use of our return form is optional and does not limit your right of withdrawal in any way.)
Pack articles safely (please fill out our return form and enclose)
Attach the enclosed return label or stamp it sufficiently and send it to the following address:
Z.H. Stefan Grett
33378 Rheda-Wiedenbrück, Germany
Here you can find the return form for printing again:
Please note or photograph the number on the return label below the barcode. With this number you can track the journey of your return online and check that it is taking the right way and has arrived or is arriving with us. Please keep the receipt you receive when you hand in your parcel and take a picture of it, it is safe to do so. In case of a loss of your parcel we need it for traceability. We can only take responsibility once the package has reached our warehouse. You will be informed by e-mail as soon as we have received your return.
For returns, we recommend that you use package tracking as we are not responsible for lost or delayed returns. We are not responsible for your return until the package has reached our warehouse. You will be informed by e-mail as soon as we have received your package.
ORDER VALUE OVER € 150,-
If your order exceeds € 150,-, you can return it free of charge. To make the return easier, you have the option to use our enclosed return label. The use is optional and does not limit your right of withdrawal in any way.
If you want to return bulky goods such as surfboards etc., please contact our Customer Service in advance - as these are excluded from a free return delivery and the costs for the shipping company have to be paid by you. Please contact our Customer Service to save your money.
ORDER VALUE UNDER € 150,-
If your order value is less than € 150,-, then you have to pay the shipping costs for the return yourself. You can then choose which service you want to use to return the package. In this case we recommend to compare the prices (DHL, Hermes, DPD, UPS etc ...).
RIGHT OF CONTRACT
If you do not like a product, you can revoke your order within this two week period from receipt of the product by clear declaration. The revocation does not require any reason or binding form, can be made verbally or in text form (e.g. as letter, fax, e-mail or via the revocation form). Custom Made Surfboards, i.e. boards that have been specially made to the customer's wishes and needs, are excluded from this.
RETURN IN THE SHOP
It is also possible to exchange goods in one of our shops for another item or a voucher. Of course we are happy to advise you on site and support you to find the perfect product for you.
If you wish a return transfer of the goods value, we forward your order first to our warehouse, and afterwards the return transfer takes place, since we must examine the product first exactly for possible damages. Please note that we do not make a cash payment for your goods in the shop.
Please bring the original invoice with you for a quick and easy return processing.
COMPLAINT AND MANUFACTURER'S WARRANTY
If you want to return the goods, because it is a delivery error or a damage of the package or the goods, here our instructions.
HOW IT WORKS
If your purchased goods have a quality defect, material defect or production defect, it is a complaint case.
In general, we recommend that you first contact our Customer Service department.
We need a detailed error description with photos of you, so that we can assess your complaint in advance and help you as quickly as possible and tell you how to proceed.
Please understand that the processing time varies depending on the manufacturer. On average it will take at least 4-6 weeks.
ATTENTION: The guarantee is given according to the regulations of the respective manufacturer and is described in the enclosed guarantee card or on the manufacturer's website.
A quality defect, material defect or production defect is when, to give an example, a zipper does not close anymore, your SUP loses air, etc. The exact evaluation, however, can only be done by the manufacturer.
The warranty, which covers material and manufacturing defects, varies depending on the product and manufacturer. If a problem occurs during professional use within the applicable warranty period, you should and can complain about the product.
In the case of legitimate complaints, if possible, your item will be repaired, and if this is not possible, the product will be replaced. If the same product is no longer available, you will receive a model of equivalent quality in the same price range as the product you are complaining about. As soon as we have received 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 feels that your complaint is unjustified (e.g. if the product has been damaged due to improper use or negligent handling), the product you have complained about will be returned to you immediately. In some cases, however, the manufacturer offers special conditions for replacement and we will inform you immediately.
Please be aware that the manufacturer will not be able to cash in your correspondence.
RETURNS OF ORDERS WITH GIFT VOUCHERS
Gift vouchers (i.e. vouchers that have been purchased) will be credited in the event of a return. With your consent, you will receive all or part of the value of the voucher credited to your customer account according to the value of the return. Vouchers cannot be redeemed for cash.
RETURNS OF ORDERS IN THE CONTEXT OF A PROMOTION
Promotions & Sales promotions:
Please note that if you return an item purchased as part of a promotion, the promotion will be void. This means that the entitlement to the free item or the savings expires. Reduced goods cannot be exchanged.
Please note that a promotional voucher will not be refunded if all or part of the goods are returned. In addition, certain promotional vouchers are only valid for the specified period and within the scope of the associated promotion.
BELOW THE "FREE SHIPPING" THRESHOLD
For returns we reserve the right to charge the standard shipping costs. E.g. if the value of the order minus the return falls below the free shipping limit.
Example: In Germany the shipment is In Germany, shipping is free for orders over 100 €. If you order two articles in one order with 55 € each and you return one, we reserve the right to return you the 45€ minus the standard shipping costs.
Please note that pre-assembled ski sets are an adaptation of the products to your personal needs and therefore cannot be returned.
Returning Surfboards and SUPS
If your order was delivered by Hermes or a forwarding agent, you will be responsible for the cost of returning it. Our Customer Service will be happy to help you to make an uncomplicated return possible that your wallet already has. Therefore, please contact our Custom Service.