RETURNS & REFUNDS

1. Your Right to Return

You have 30 calendar days from the date you receive your order to return any item for a full refund — no questions asked.

Under EU law (Directive 2011/83/EU, transposed in Portugal as DL 24/2014), you are entitled to a minimum 14-day right of withdrawal. We extend this to 30 days as standard. If we fail to inform you of your right of withdrawal before purchase, the withdrawal period is automatically extended to 14 months under EU law.

2. How to Return

1. Notify us within 30 days of delivery by email at shop@kitesurfwake.com, WhatsApp at +351 913 454 511, or using the model withdrawal form below.
2. Pack the item securely in its original packaging with all tags, accessories, and your proof of purchase.
3. Ship to us within 14 days of your notification:
   KitesurfWake — Lagos Wake Park, R. Nossa Sra. dos Aflitos, 8600 Lagos, Portugal
4. Send us your tracking number — we recommend a tracked service as we cannot accept liability for returns lost in transit.

Return shipping costs are your responsibility unless the item is defective or we sent you the wrong product. For large or bulky items (kites, boards), contact us first — we can advise on the most practical return method and its approximate cost.

3. Return Conditions

Items must be returned in original, unused condition:

• Unused and in the same condition as received
• All original tags, labels, and stickers intact
• All original accessories, manuals, and components included
• Original or equivalent protective packaging

You may open and inspect goods to establish their nature and characteristics, but handling beyond what is necessary may result in a deduction from your refund equal to any diminished value caused.

Gear-specific rules:

• Kites and wings: Must be uninflated and never used on the water. A kite or wing that has been inflated or used in water is considered used — we reserve the right to reduce the refund to reflect diminished value.
• Control bars: Unused, all lines and original accessories intact.
• Boards: Unused, no mounting marks, fins uninstalled and included.
• Harnesses: Unused, with all straps, spreader bar, and original accessories included.

4. What Cannot Be Returned

The following are excluded from the right of withdrawal under Article 16 of Directive 2011/83/EU:

• Wetsuits, rash vests, and swimwear where the hygiene protection seal has been broken or removed — once the seal is removed these items cannot be returned for health and hygiene reasons. You may inspect the item without removing the seal.
• Custom or personalised items — any product made to your specifications (custom kite colour, bespoke size, personalised gear).
• Used items — goods that have been used, worn in water, or show signs of use beyond inspection.
• Items returned after 30 days from the date of delivery.

5. Defective or Incorrect Items

Inspect your order on arrival. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at shop@kitesurfwake.com or WhatsApp. Please include photos of the item and its packaging.

For defective or incorrect items KitesurfWake covers all return shipping costs and will offer a full refund, replacement, or repair at no cost to you. The standard return conditions do not apply in these cases.

6. Refunds

Once we receive your return and confirm it meets the conditions above, we will refund you within 7 business days using the same payment method you used at checkout. No fee is charged for the refund.

The refund covers the original item price and the standard outbound delivery cost. It does not include return shipping costs unless the item was defective or incorrect.

We may withhold the refund until we receive the returned goods or until you provide proof of return — whichever is earlier. If goods are returned with diminished value due to handling beyond what was necessary for inspection, we may deduct an amount reflecting that reduction in value.

7. 2-Year Legal Guarantee

Under EU law (Directive 2019/771), all goods sold by KitesurfWake carry a mandatory 2-year legal guarantee of conformity from the date of delivery. If your product develops a defect within 2 years that is not caused by misuse, accidental damage, or normal wear and tear, we will repair it, replace it, reduce the price, or provide a full refund — at your choice.

This legal guarantee is separate from and in addition to any manufacturer warranty. It cannot be waived or restricted.

To make a claim under the legal guarantee, contact us at shop@kitesurfwake.com with your order number and a description of the defect.

To: KitesurfWake
Lagos Wake Park, R. Nossa Sra. dos Aflitos, 8600 Lagos, Portugal
shop@kitesurfwake.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

_________________________________________________________
(product description / order number)

Ordered on (*):  _______________    Received on (*):  _______________

Name of consumer(s):  _______________________________________________

Address of consumer(s):  _______________________________________________

Signature (only if submitting on paper):  _______________________________________________

Date:  _______________

(*) Delete as appropriate.