Help CenterLegal and Consumer Rights
Q: What happens if the product stops working after the statutory two-year period?
A: Once the statutory two-year period for non-conformity of goods expires, the product is no longer covered by legal rights tied to the seller. However, you may still be able to rely on any extended warranty provided by the manufacturer (if applicable). For older products, repairs or parts may still be available, but these would typically involve additional costs. We recommend contacting us to discuss repair options or solutions, even if the statutory period has passed.
Q: Are legal rights transferable if I gift the product to someone else?
A: Yes, legal rights associated with non-conformity of goods are generally transferable to the recipient of the product. This means that the person who received the product as a gift can file a claim if the product is found to be defective, provided they can provide the necessary documentation, such as proof of purchase or the original invoice.
Q: Do my rights apply if I purchased the product as a business (B2B)?
A: No, statutory rights regarding non-conformity of goods only apply to consumer transactions (B2C). Business purchases (B2B) are subject to the terms and conditions outlined in the purchase contract and do not benefit from consumer protection laws. However, warranty terms provided by the manufacturer may still apply depending on the product.
Documentation and Evidence
Q: What should I do if I cannot provide clear photos of the issue?
A: Photo or video documentation is essential for processing a warranty claim, as it serves as proof of the defect required by the supplier. If you have difficulty taking clear photos, try improving the lighting or capturing the issue from a different angle. You can also record a short video to better illustrate the problem. In exceptional cases, please contact our customer service team—we will do our best to find the best solution.
Q: Are invoices in digital form acceptable as proof of purchase?
A: Yes, digital invoices or order confirmations are fully acceptable as proof of purchase at EASY-surfshop. If you cannot locate your invoice, provide your order number or the email address used for the purchase so we can retrieve your transaction details in our system.
Q: Can I claim a defect if the product was damaged after purchase but not through misuse?
A: Yes, you can submit any defect for verification. However, the outcome of the claim depends on the cause of the damage. If it results from a hidden defect that existed at the time of purchase, the claim may be justified under consumer protection laws. However, if the damage occurred due to accidental use or negligence, the claim may be rejected. Please contact our support team to discuss the details of your case and receive assistance with the next steps.
Special Scenarios
Q: How do I handle complaints for products that I’ve modified (e.g., additional custom parts added)?
A: Product modifications may void the warranty or statutory rights if it is determined that the alteration caused or contributed to the issue. However, if the defect is unrelated to the modification (e.g., a manufacturing defect), the warranty claim may still be valid. To maintain your warranty or statutory rights, please contact us before making any modifications to verify whether they will affect the coverage. When submitting a warranty claim, be sure to provide details about any modifications made.
Q: Are claims accepted for demo products or items bought during promotional campaigns?
A: Yes, demo products and promotional items are covered under the same policies as regular products, unless specific exclusions are noted at the time of purchase. For demo products, claims do not apply to defects or wear explicitly disclosed before purchase (e.g., visible scratches or test-use signs).
Resolution Details
Q: Can I request a temporary replacement while waiting for a repair?
A: Depending on the product type and availability, we may be able to provide a temporary replacement. We recommend contacting us to discuss options for temporary replacements while your repair is in progress.
Q: What if a replacement product is delivered and it also has a defect?
A: In rare cases where the replacement product is defective, you are entitled to file another complaint. Depending on the circumstances, we will prioritize resolving the issue through repair, another replacement, or a refund. Our goal is to ensure you receive a fully functional product.