Complaint Process

Filing a Complaint

Q: How can I file a complaint?

A: Filing a complaint is straightforward. You can:

1. Submit a complaint online by filling out the dedicated form on our website:
   • Product defect form:
     For reporting defects, damages, or issues with the product itself.
   • You can activate this Form by using this QR Code:
     
     
     
     
2. Visit our store in person. Our team can assist you directly, often resolving simpler cases on the spot.

After submitting your complaint, you’ll receive an email confirmation with a unique complaint number for tracking.

Q: What details do I need to provide?

A: To ensure a quick resolution, please provide:

1. Order details: Your order number or proof of purchase (e.g., invoice, receipt).
2. Contact details: An email address and phone number to communicate updates.
3. Product details:
   • Name and model of the product (including size and color information).
   • Serial number (if applicable).
   • Date of purchase and the date the defect was noticed.
4. Photos or videos documenting the issue:
   • Close-up of the damage or defect.
   • Full view of the product.
   • Photo of the serial number (if available).
5. Description of the problem: A clear and detailed explanation of the issue, including:
   • When and how the defect was noticed.
   • How the product was used before the issue occurred.
6. Preferred resolution: Indicate whether you prefer a repair, replacement, refund, or price reduction.

Attach all supporting documents (photos, videos, proof of purchase) when completing the online form or email them to our support team with your complaint number in the subject line. Ensure the files are clear and appropriately labeled.

Providing all these details upfront helps us process your complaint efficiently and avoid delays.

Q: Can I file a complaint without proof of purchase?

A: Yes, in some cases. If you’ve lost your proof of purchase, provide alternative details, such as the order number or the email address used for the purchase. We can locate your purchase in our system.

Q: What happens if additional documentation is needed?

A: If further evidence is required (e.g., additional photos or a video), our team will contact you with specific instructions. This is typically the case for more complex issues, where visual proof helps clarify the problem.

Process and Timelines

Q: What happens after I submit my complaint?

A: Once we receive your complaint, we follow these steps:

1. Confirmation: You’ll receive an email acknowledging receipt, along with a complaint number.
2. Initial Review: Our team will evaluate your submission within 2 working days.
3. Resolution:
   • For straightforward issues, we aim to resolve complaints immediately or within a few days.
   • Complex cases requiring input from suppliers or manufacturers may take longer, but we’ll keep you updated regularly. 
4. Follow-Up: You can track the status of your complaint using the complaint number provided.

Q: How long does it take to process a complaint?

A: The standard resolution timeline is 14 days from the date we receive your submission. However, simpler cases or those filed in-store may be resolved immediately, while complex cases may require additional time for consultation with manufacturers or suppliers.

Q: How can I track the status of my complaint?

A: You will receive updates at key stages via email. If you need further assistance, contact our support team and reference your complaint number for quick tracking.

Logistics and Costs

Q: Who pays for shipping when returning a defective product?

A: If your complaint is accepted, EASY-surfshop covers all shipping costs for returning the defective product and sending a replacement or repaired item. If the complaint is not accepted, you are responsible for return shipping costs.
The pick-up is always arranged by EASY-surfshop.

Q: How should I package the product for return?

A: Follow these steps to ensure the product is protected during transport:

1. Use the original packaging if available.
2. Include all accessories, manuals, and tags.
3. Wrap the product securely using bubble wrap or other cushioning materials to prevent movement or further damage.
4. Attach a note with your complaint number and contact details.

Common Issues During the Complaint Process

Q: Can I receive a temporary replacement while my product is being repaired?

A: Depending on availability, we may offer a temporary replacement product for certain cases. Contact our support team to inquire about this option.

Q: What if I forgot to include some documents or photos?

A: No problem. Our team will contact you if additional documentation is needed. You can email the missing information later, referencing your complaint number.

Q: What if I don’t receive a response to my complaint?

A: If you haven’t heard back from us within 14 days, please follow up with our support team. Ensure you provide your complaint number to help us locate your submission promptly.

Final Notes

This FAQ reflects our commitment to ensuring a smooth and efficient complaint resolution process. If you need further clarification or assistance, our support team is always ready to help.