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8. Returns and money-back guarantee
1. Orders
You can order from our website www.mundo-surf.com (24/7).
We are available from Monday to Thursday, from 8:30 a.m. to 5:30 p.m., and Friday from 8:30 a.m. to 2:30 p.m. (July-August, from 8:00 a.m. to 4:00 p.m.) by phone at 00(44) 203 769 5853, via chat, via WhatsApp at 00(44) 203 769 5853, or by email at [email protected].
2. Prices
For customers registered in a country within the European Union, all prices include VAT.
For customers registered in a country outside the European Union, VAT will not be charged. Customs charges and import taxes must be paid at the destination by the recipient of the merchandise.
For registered customers and residents of the Canary Islands, Ceuta, and Melilla, VAT will not be charged, and they must indicate their ID or NIE next to their name. Customs charges and import taxes must be paid at the destination by the recipient of the merchandise.
The user has the right to receive the invoice in paper format for free. If the user prefers to receive the invoice in electronic format, they can request it via email at [email protected].
3. Shipping costs
The amount of shipping costs is reflected in the cart and changes as you add or remove products. If you are not registered on the website, shipping costs are calculated based on a shipment within Spain. We recommend that users create an account with their delivery address to see the final prices of both the products and the shipping costs.
Shipping costs are free in the following cases:
- Orders over €149 (surfboards/bodyboard and foam excluded) with delivery to France, Portugal, Germany, Italy, the United Kingdom, Luxembourg, Austria, the Netherlands, and Belgium (islands excluded).
- Orders over €99 (surfboards and foam excluded) with delivery in Spain, islands excluded
- Orders of surfboards over €199 with delivery to mainland Spain.
In any other case, the shipping costs start at €4.50, depending on the products purchased, quantity, carrier chosen, and shipping location.
We have the following carriers to handle shipments:
- GLS, Spring, and UPS: for the countries within the European Union.
- UPS: for shipments outside the European Union.
- DACHSER: for bulky items in Europe.
- Correos: for small items to the Canary Islands.
- Rhenus: for bulky items to the Canary Islands.
4. Delivery times
Orders placed before 4:30 p.m. (UTC +1) with products in stock will be shipped the same day (except for the Canary Islands, Ceuta, and Melilla, which have a weekly departure on Fridays).
Delivery times depend on the delivery area and may vary depending on the carrier chosen:
- European union: delivery in 2-5 business days; 5-10 business days for surfboards and other large packages.
- Mainland Spain: next business day delivery.
- Balearic Islands: 3-4 business days.
- Canary Islands, Ceuta, Melilla: 5-15 business days.
- Portugal: delivery in 48 working hours.
- Other countries: delivery in 2-4 business days.
If for any reason the delivery time should be longer, Mundo-Surf will notify its customer within 48 hours after the order, giving them the option to cancel the order and obtain a full refund.
5. Insurance
All shipments are insured against breakage, damage, and loss.
- In case of visible damage:
The customer must inform the carrier if the packaging shows visible damage that may have affected the product. These damages to the packaging must be noted and signed for at the time of delivery.
- In case of non-visible damage:
Even if the packaging is in perfect condition, the product may have suffered damage during transport. When receiving the parcel, the customer must always write and sign "PENDING REVIEW".
If damage occurs, the customer must notify Mundo-surf.com as soon as possible by filling in the following claim form:
https://forms.gle/KLE57UfD7M8Veud38
If these requirements are not met, the insurance company may reject the claim.
6. Product availability
Under our motto "Real-time stock," we are committed to providing accurate and up-to-date information on the availability of products you see on our website. Availability and delivery times are updated in real-time based on orders, incoming goods, holidays, or the delivery times of carriers for each geographical area.
If, due to any human or technical error, a product is not available within the specified time frame, you will automatically receive an email notifying you. We will contact you to offer:
- an exchange for a product of equal or superior characteristics
- or inform you of the new delivery time
- or offer a refund
7. Payment methods
M undo-surf.com offers 6 different payment methods:
- By credit card (VISA or MASTERCARD)
- PayPal
- Wire Transfer
- SOFORT
- IDEAL
- GIROPAY
For more information, please visit our page detailing all available payment methods.
8. Returns and Money-back Guarantee
If, for any reason, you wish to return an item, you have fourteen (14) calendar days without the need to provide any justification. The withdrawal period will expire fourteen days after the date you or a third party appointed by you (other than the carrier) take physical possession of the goods.
As a commercial gesture, we extend the legal period of 14 days to 100 days. If the product is returned between 14 and 100 days, a purchase voucher valid for one year will be issued.
You must notify us of your decision to withdraw from the contract through an explicit declaration (e.g., a letter sent by post or email) and send the products via the carrier of your choice to:
Mundo-Surf.com - Padang-Padang SL
Parque Industrial GUADALQUIVIR
Calle Tecnologia, 22
41120 Gelves - Spain
[email protected]
To meet the withdrawal deadline, it is sufficient to send your communication concerning the exercise of this right before the expiry of the corresponding deadline.
Consequences of withdrawal:
In the event of withdrawal, we will refund the amount of the returned products without undue delay and, in any event, no later than 14 days after receiving your decision to withdraw. This refund will be made using the same payment method as used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
We may withhold the refund until we have received the goods back or until you have provided evidence of having sent back the goods, whichever is the earliest.
You must return or hand over the goods directly to:
Mundo-Surf.com - Padang-Padang SL
Parque Industrial GUADALQUIVIR
Calle Tecnologia, 22
41120 Gelves - Spain
without undue delay, and in any event, no later than 14 days from the day on which you communicate your withdrawal from the contract. The deadline is met if you send back the goods before the period has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Customized or personalized products, such as pre-shaped foams or surfboards made to order or hand-painted, must be paid for before the start of manufacturing and cannot be returned.
9. Product Warranty
All the products we sell come with a 3-year warranty from the date of delivery. The user must inform Mundo-Surf.com of the lack of conformity within two months of becoming aware of it, using the following form:
https://forms.gle/Z9nKgZFKcDZdWvTG9
Defective products will be repaired, replaced, or refunded at no cost to the buyer.
Defects caused by negligence, shock, improper use, or normal wear and tear are not covered under the warranty.
10. Claims
As a user or final consumer, we provide the following communication channels for you to file any complaints or claims, which we will try to resolve as quickly as possible, providing the appropriate acknowledgment:
- Phone: 00(44) 203 769 5853 (national call rate) from Monday to Thursday, from 8:30 a.m. to 5:30 p.m., and Fridays from 8:30 a.m. to 2:30 p.m.
- Email: [email protected]
- WhatsApp: 00(44) 203 769 5853
Similarly, you can also request information about the goods offered or contracted through our website.
When a complaint submitted directly by the consumer to the seller cannot be resolved, we provide the link to access the European Union's dispute resolution platform: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.
11. Privacy Policy and Cookies Policy
The acceptance of our general conditions of sale implies the acceptance of our privacy policy and cookies policy:
- Click here to view our privacy policy.
- Click here to view our cookies policy.