FAQ
Summary
FAQ

Summary


    How to return an item ?


    How long is the period and how much does it cost to send an item back?

    You have 14 days from the delivery date of your parcel to exercise your cancellation right and register a return request without having to justify any reason nor having to pay any penalty except the shipping fees of the concerned items. You can choose to return the item(s) on your own or with a prepaid shipping label offered by EKOSPORT (the amount of the shipping label will be deduce from the total amount of the refund) Without using the shipping label offered by EKOSPORT, the return fees are on your expense.

    To facilitate your Christmas shopping, Ekosport extends the cancellation period until December 31st 2018 for every orders placed from November 16th 2018.


    Where to register a return request?
     

    The return has to be registered on your customer account. Once you logged-in, please click on the “RETURN - AFTER-SALES SERVICE” tab.

    What are the different kinds of return?

    For a faster and easier treatment of your return, please pay attention to the nature of your return.

    1/ Classic return:

    The reasons of the return can be: “The size does not fit”, “I made a mistake”, “I want to exercise my cancellation right”. The item you return has to be new, never worn, not personalized, with labels on and in its original packaging. According to the law, the personalized item cannot be returned. ATTENTION: The cancellation right does not apply for skis that have been drilled to mount the bindings nor ski touring skins that have been cut to the shape of your skis. Personalized skis and personalized skins cannot be returned.

    To facilitate your Christmas shopping, Ekosport extends the cancellation period until December 31st 2018 for every orders placed from November 16th 2018.

    2/ Non-complying return:

    The item received is different than the item I ordered (wrong size, wrong description, wrong color, incomplete item, anti-theft device…)

    3/ Defective return:

    The item received is defective or damaged (broken zip, faulty mechanism, bad stitching, scratches…). 
    For the situations 1, 2 and 3 you have 14 days from the delivery date to register a return request. Later, the delivery and the item are considered as complied with.

    To facilitate your Christmas shopping, Ekosport extends the cancellation period until December 31st 2018 for every orders placed from November 16th 2018.

    4/ AFTER-SALES SERVICE: 

    Once you used the item you bought form Ekosport and it shows abnormal or premature wear (broken hook, unstitched stitching, waterproofing problem,…). The warranty runs for 2 years and you will need to fill in a warranty claim through the return form to request a warranty claim. Please give us as many details and pictures as possible concerning the damage. We will then forward your warranty claim to the manufacturer and we will come back to you once we have the result of the expert assessment and go from there.

    How to register a return?

    Please follow the following steps to register a return:

    Step 1: Select the order number concerned.

    Step 2: Fill in the return form: Select the quantity of the item, the reason of the return and if you wish a credit note or a refund; then click on VALIDATE.

    Step 3: For a classic return, please select the carrier of your choice to send your item back. You can choose to send your item back on your own or to use a prepaid shipping label you will receive attached to the confirmation e-mail. If you use the prepaid shipping label, the price of the shipping will be deduce from the total amount of your refund. If you choose a credit note rather than a refund, Ekosport will take care of the return fees and you will not have to pay for returning your item back.

    Step 4: Click on “SEND REQUEST”, you will then receive by e-mail your return reference as well as all the information needed to send your item(s) back. If you do not receive any confirmation e-mail, please check in your spams.

    Once your request validated, please make sure that it appears in MY REQUESTS section.

    Once we will receive your parcel, we will refund you within the legal deadline of 14 days using the same method of payment you used to place your order, or we will edit you a credit note in your customer account. You will be notified by e-mail when we received your parcel at the warehouse.


    FAQ

    Can I return an item I do not like?

    You can return the item(s) you do not like. You can choose to get a full refund or to get a credit note. Please note that we only refund the shipping fees of your original order, when you return your whole order and base on the cheapest delivery method.

    ATTENTION: The cancellation right does not apply for skis that have been drilled to mount the bindings nor ski touring skins that have been cut to the shape of your skis. Personalized skis and personalized skins cannot be returned.

    What to do when I received a damaged or faulty item?

    When you receive your parcel, you should always make sure that the parcel nor the item(s) are damaged.

    If your parcel finally appears to be damaged, you then have two options:

    - You can accept the parcel and write reservations describing the exact damage and the location on the item, to accelerate the claim to the carrier.

    - You refuse the delivery of the parcel and the carrier will have to send it back to the seller.

    If the item is damaged, you have to create a return request through your customer account and select “Faulty return”. You need to join pictures of the item showing the damage and add a comment to describe the damage and locate it on the item. Once your request validated, please make sure that it appears in MY REQUESTS section.

    We will validate your return request and you will receive a confirmation e-mail with a return slip to join in the parcel with your item and a free shipping label to send your item back.

    What to do if I did not receive the right item?

    In case of a non-complying item received (wrong size, wrong description, wrong color, incomplete item, anti-theft device…) Please fill in a return form selecting “Non-complying return”, write a comment to describe the item you received and add pictures of the item as well as the labels and tags. Once your request validated, please make sure that it appears in MY REQUESTS section. We will validate your return request and you will receive a confirmation e-mail with a return slip to join in the parcel with your item and a free shipping label to send your item back

    What happens when I send back an item I bought with a promo code?

    When you return an item ordered with a promo code, the discount will be deduce from the amount of the return.