General Guidelines
We will send you the items you purchased in a maximum of 3 workings days after the payment is confirmed, then it should arrive in a maximum of 5 working days but it will be the transport company responsible for that.
Our refund and return policy is 15 days. If more than 15 days have passed since your purchase, we will not be able to offer you a refund or exchange.
To be eligible for an exchange or refund, the item must be in the same condition as when purchased, unused, and have the original packaging.
To complete the return you must have proof of purchase.
Please do not send any items back to the producer.
Some of the items are excluded from being returned and refunded, they are:
- Gift car
- Products shipped via software download
- Acquisition of Kitesurfing lessons/rentals, or SUP or WingSUP tours/rentals
Our practical activities are always conditioned by weather conditions, which do not depend on us under any circumstances. Therefore, we do not provide refunds for practical activities.
Therefore, after purchasing a SUP or WingSUP tour, or a WingSUP experience, you will be entitled to a voucher valid for 1 year, during which time it must be used. No voucher can be extended to the following year, thus losing its validity.
Regarding Kitesurfing activities, you can choose one of two offers:
(1) Experience other activities in the same amount (WingSUP or SUP)
Or
(2) Receive a Voucher to use within 1 year.
Refunds
Once your return has been received and inspected, we will send you an email notifying you of receipt. We will also notify you of the refund decision. If the refund is approved, a credit will be sent to the IBAN provided to us within a few days.
Late or missing refunds
If you have not yet received the approved refund, please contact your bank as there is sometimes some processing time for inter-bank or international transfers. If there is still no information about the refund, please contact us at geral@kitesurfeolis.com
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an identical item, please send us an email to geral@kitesurfeolis.com and send us the defective item to Av. Ria Formosa 8 C.C. Loja 34 – 8800-591 Cabanas de Tavira, Algarve, Portugal.
Shipping returns
To return your product, you must send it to the address: Av. Ria Formosa 8 C.C. Loja 34 – 8800-591 Cabanas de Tavira, Algarve, Portugal.
You will be responsible for paying for this transportation. Shipping costs for returns are non-refundable.
Depending on where you live, product exchange time may vary. If you are returning an item with a considerable price tag, it may be important to consider sending it in a way that can be tracked or choosing to insure the shipping. We cannot guarantee that we will receive the returned item (in Portugal, CTT Expresso with the EMS18h offer usually works very well).
Need help?
Contact us at geral@kitesurfeolis.com for questions related to returns and refunds.
Responsible authorities
In the event of a dispute or conflict, the consumer can resort to Alternative Consumer Dispute Resolution (commonly known as RAL), which covers mediation, conciliation and arbitration.
You can consult the list of entities here:
https://www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo/ral-mapa-e-lista-de- entities.aspx
More information on the Consumer Portal: www.consumidor.gov.pt
