Warranties and Claims

Sometimes even the best equipment may need extra care. If something isn’t right with your favorite board, wetsuit, or other gear – don’t worry. At EASY-surfshop, we believe that every issue can be resolved simply and without complications. Just fill out the complaint form, and we’ll take care of the rest so you can get back on the water as soon as possible!

Our customer service team strives to process your complaint as quickly as possible. In some cases, we may need more time, especially if consultation with our supplier or manufacturer is required. You will be informed about all updates via email, including your complaint number, which allows you to track the entire process in real time.

Below, we provide more detailed information about product warranties and the complaint process for purchased goods:

Manufacturer’s Warranty Responsibility

A manufacturer’s warranty is a voluntary commitment by the manufacturer regarding the quality of the product. The manufacturer defines the conditions, duration, and scope of this warranty. It is important to note that the manufacturer’s warranty does not exclude or limit consumer rights under statutory law.

The warranty typically lasts one year from the date of purchase by the original retail customer. Specific details can be found in the product documentation or on the manufacturer’s website.

The warranty covers manufacturing defects and faults resulting from the use of defective materials. However, the manufacturer may introduce certain exclusions, such as:

• Damages caused by improper use
• Modifications made to the product
• Damages resulting from force majeure

Responsibility for Non-Conformity of Goods with the Contract

At EASY-surfshop, we are legally responsible for the non-conformity of goods with the contract (formerly known as warranty liability under consumer law). This means we ensure that the goods sold:

• Are fit for their intended purpose
• Possess the properties promised
• Match the description provided at the time of sale

This responsibility lasts for two years from the date the goods are delivered to the consumer.

In practice, this means that even if the manufacturer’s warranty has expired (e.g., after one year), our customers can still exercise their rights against EASY-surfshop for up to two years from the date of purchase. In cases of non-conformity, customers have the right to request:

• A repair
• A replacement
• A price reduction
• A contract cancellation with a refund, depending on the circumstances

Please note: EASY-surfshop’s responsibility does not cover defects resulting from intentional actions, negligence, improper use, or natural wear and tear during normal use.

How to Report a Defect

To report a product defect, please fill out the Claim Form available on our website. The form will ask for the following information:

1. Order number or proof of purchase: These are necessary to identify your purchase and the product being claimed
2. Email address: This will be used for further communication and to send you confirmation of your complaint, along with a unique complaint number
3. Serial number of the product (if applicable)
4. Description of the complaint: A detailed explanation of the issue, including a description of the defect, how the product was used before the defect occurred, and any other relevant circumstances
5. Preferred resolution: Indicate the resolution option that works best for you. This helps us tailor the process to your expectations and speeds up the resolution. Choose from:
   • Repair
   • Replacement (new, fully functional product)
   • Refund (contract cancellation)
   • Price reduction
6. After filling out the form, you will receive an email at the address provided. It will contain a link to a folder where you can upload photos documenting the defect or damage. It is important that we receive the following photos:
   • A close-up of the damaged area
   • Photos showing where the product is damaged
   • Photos of the entire product
   • Photos of the serial number (if available)
   • In some cases, a video documenting the defect may be required

FAQ

• Complaint Process
• Resolution of Complaints
• Manufacturer's Warranty
• Non-Conformity of Goods with the Contract
• Uncommon Issues and Additional Rights
• Resolving Claims for Severely Damaged Products (POD)