Resolution of Complaints

Available Resolutions

Q: What are the possible resolutions for complaints at EASY-surfshop?

A: Depending on the nature of your complaint and the product's condition, we offer the following resolution options:

1. Repair: Fixing the defect or damage to restore the product to its intended functionality.
2. Replacement: Exchanging the defective item for a new or similar product of equal value.
3. Price reduction: Offering a partial refund to compensate for a minor defect that does not impact the overall usability of the product.
4. Refund: Canceling the contract and refunding the purchase amount if the issue cannot be resolved through other means.

We always aim to provide the solution that works best for you, while also complying with legal and practical considerations.

Repair

Q: When is a repair the best solution?

A: Repairs are often the fastest and most efficient option when the defect is minor and can be resolved without replacing the entire product. This is particularly common for high-value items like boards, sails, booms, foils, etc., where specific components can be repaired.

Q: How long does the repair process take?

A: The repair process usually takes several days, but the exact completion time may vary depending on factors such as the availability of spare parts, service workload, and the nature of the issue. We make every effort to complete it as quickly as possible and will keep you updated on the progress.

Q: Who covers the cost of repairs?

A: If the repair is part of an accepted complaint, EASY-surfshop or the manufacturer will cover all associated costs. If the issue isn’t covered (e.g., caused by improper use), we’ll inform you of any repair fees in advance.

Replacement

Q: When can I request a replacement?

A: You can request a replacement if:

• The defect is significant and cannot be repaired.
• The repair would take an unreasonably long time.
• The product was defective upon delivery.

Q: What happens if the same product is no longer available?

A: If the original product is out of stock, we will offer a replacement of similar value and specifications. If no product of similar value is available, we may propose a newer product from the latest collection, which may require an additional payment to cover the price difference. This offer is optional, and you may decline. If no suitable replacement is available, we’ll process a refund.

Q: How soon will I receive the replacement?

A: We strive to send a replacement immediately after your request is approved, provided the product is available. If returning the faulty item is required, the replacement will be shipped once you hand it over to the courier. For unavailable products, we will work together to find an alternative solution or process a refund.

Price Reduction

Q: What is a price reduction, and when is it offered?

A: A price reduction is a partial refund offered as compensation for minor defects that do not render the product unusable. This option is ideal when:

• The defect is cosmetic, such as scratches or discoloration.
• The product can still be used for its intended purpose without compromising safety or performance.

Q: How is the amount of the price reduction determined?

A: The reduction amount is calculated based on the severity of the defect and its impact on the product’s value. For example, a small scratch on a windsurfing board may result in a modest reduction, while more significant damage could warrant a higher discount.

Q: Does a price reduction affect the warranty?

A: No, a price reduction does not affect the warranty. The product remains covered by the standard warranty terms, regardless of any promotional discount or applied price reduction.

Refund

Q: When can I request a refund?

A: Refunds are issued in cases where:

• The defect is significant and cannot be repaired.
• A replacement product is unavailable.
• The defect significantly impacts the product's usability or purpose.

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

A: Refunds are typically processed within a few working days of approving your request. The funds will be returned to the original payment method, unless otherwise arranged.

Q: Do I need to return the product to receive a refund?

A: Not always. In most cases, returning the faulty product is required before processing the refund. We will provide detailed return instructions and cover the shipping costs if the claim is approved. In some situations, a "Proof of Destruction" (POD) procedure may be an option, where you must destroy the product in a specified manner and send us a photo as proof. We will inform you about the available options during the claims process.

Special Considerations

Q: Are there situations where certain resolutions are not available

A: Yes, some limitations apply:

• Claims for defects caused by improper use, wear and tear, or damage during transport may not qualify for free repair, replacement, or refund.
• Refunds are typically unavailable for minor defects that can be resolved with a repair or price reduction.

Q: Can I receive a partial refund and keep the product?

A: Yes, in cases where the defect is minor and does not significantly impact the product’s usability, a partial refund (price reduction) may be offered.

Q: Can I request a resolution that differs from what EASY-surfshop suggests?

A: While we prioritize your preferences, the chosen resolution must comply with legal obligations and practical constraints. For instance, repairs may be prioritized over replacements if they are faster and more feasible.

Q: What happens if my resolution is delayed?

A: If delays occur, we will notify you promptly and explain the reason for the delay. For lengthy repairs or replacements, we may offer alternative solutions, such as a partial refund or temporary replacement.

Handling Disagreements

Q: What if I disagree with the proposed resolution?

A: If you’re not satisfied with the proposed resolution, you can:

1. Contact our support team to discuss your concerns further.
2. Request further clarification or adjustments to the resolution.
3. Escalate the matter through local consumer protection authorities or mediation services.

We strive to find solutions that are fair and satisfactory for all parties.