Returns & Refund Policy

We want you to be confident when ordering from Kite Wing and Foil. This policy explains how to cancel an online order, return an unwanted product and report something that is faulty, damaged or incorrectly supplied.

This policy applies alongside our Terms of Service and does not restrict your statutory rights.

Contacting Us About a Return

Before sending anything back, please contact us so that we can provide the correct return instructions:

• Email: info@kitewingandfoil.com
• Telephone: +44 20 3290 0988
• Returns address: 162 All Souls Avenue, London, NW10 3AB

Please include your name, order number, the product you wish to return and the reason for contacting us.

Contacting us before sending a return helps ensure that it is sent to the correct location. Some products are supplied directly by an authorised distributor and may require a different return address.

Changing Your Mind

If you are a UK consumer who purchased online, you normally have the right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you, receives the products.

If an order is delivered in separate parcels on different days, the cancellation period normally begins on the day after the final parcel is received.

To exercise your cancellation right, you must tell us clearly that you wish to cancel before the 14-day cancellation period expires. You can do this by emailing info@kitewingandfoil.com or using the model cancellation form at the end of this policy.

You do not have to give a reason, but any information you provide may help us improve our products and service.

Returning a Cancelled Order

After notifying us that you wish to cancel, you must send the products back within 14 days.

Products should be returned complete and, where reasonably possible, with their original packaging, labels, manuals, accessories and any promotional items supplied with them.

You may inspect a product in the same way that you could reasonably inspect it in a shop. For watersports equipment, this normally means examining the product indoors and carefully checking its size, construction and components.

Using equipment on the water, attaching it to other equipment, riding it, marking it, damaging packaging unnecessarily or assembling it beyond what is reasonably required for inspection may reduce its resale value. Where permitted by law, we may reduce the refund to reflect any reduction in value caused by handling beyond what was reasonably necessary.

Return Condition

Please take reasonable care of products while they are in your possession and during return transport.

Returned products should be:

• complete and not missing any components;
• clean, dry and free from sand, salt water, dirt, wax or other contamination;
• securely packaged to prevent damage in transit;
• accompanied by the order number or proof of purchase; and
• returned with original accessories, manuals and promotional items where supplied.

Original packaging is important for protecting specialist equipment. The absence of original packaging does not automatically remove a statutory cancellation right, but you are responsible for packaging the product securely. A deduction may be made where unnecessary damage to packaging or inadequate return packaging has reduced the product’s value.

Return Delivery Costs

If you are returning an unwanted product after changing your mind, you are responsible for the direct cost of returning it unless we agree otherwise.

We recommend using a tracked and appropriately insured delivery service. You remain responsible for the return until it reaches the specified return address.

Kites, wings, clothing and smaller accessories may normally be returned using an appropriate parcel service. Boards, foil masts, complete foil systems and other large products may require a specialist or oversized courier.

The estimated cost of returning an oversized product within the UK is approximately £50, depending on its dimensions, weight, value and collection location. Please contact us before ordering or returning oversized equipment if you need a more specific estimate.

If a product is faulty, damaged in transit, incorrectly supplied or not as described, we will cover reasonable return or collection costs where required by law. Please contact us before arranging the return.

Refunds for Cancelled Orders

When you validly cancel an entire order, we will refund:

• the price paid for the returned products; and
• the cost of our least expensive standard UK delivery option.

If you selected an enhanced, timed or express delivery service, we are not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law.

We will issue the refund without undue delay and no later than 14 days after the earliest of:

• the day we receive the returned products; or
• the day you provide evidence that the products have been sent back.

We may withhold the refund until we receive the products or satisfactory evidence that they have been returned.

Refunds will normally be made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.

Products That Cannot Normally Be Cancelled

The statutory right to cancel may not apply to:

• products made to your specifications or clearly personalised;
• sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been broken, where that legal exception applies; and
• other products specifically excluded from cancellation rights by law.

A product is not automatically excluded merely because we ordered it from a supplier specifically for you. We will only refuse a statutory cancellation where a legal exception applies.

If a product is faulty, incorrectly supplied or not as described, the exclusions above do not remove your statutory rights.

Sale, Clearance and Ex-display Products

Sale and clearance products have the same statutory rights as full-price products.

If an ex-display, demo, used or cosmetically marked product is sold with specific condition information, you cannot later claim for the particular defect or characteristic that was clearly disclosed before purchase. Your rights still apply to other faults that were not disclosed.

Packages, Bundles and Free Promotional Products

If you cancel an entire package or bundle, all products and components included in it must be returned.

If you wish to return only part of a discounted package, please contact us. Where individual components were not separately priced, any refund may be recalculated to reflect the price of the products you retain, provided this is fair and permitted by law.

Any free product supplied as part of a promotion must also be returned when the qualifying order is cancelled. If it is not returned, we may deduct its reasonable value from the refund where permitted by law.

Exchanges

If you would like a different size, colour or product, please contact us. Exchanges are subject to stock availability.

We may process an exchange as a return and a new order. Any price difference and additional delivery charge will be confirmed before the replacement is dispatched.

Your statutory cancellation and faulty-product rights are not affected if an exchange is unavailable.

Faulty Products

Products supplied to UK consumers must be of satisfactory quality, fit for their usual or agreed purpose and as described.

If you believe that a product is faulty, stop using it if continued use could cause further damage or create a safety risk. Contact us at info@kitewingandfoil.com and provide:

• your name and order number;
• the product name, size and model year where known;
• the serial number, where applicable;
• a description of the fault and when it occurred;
• details of how the product has been used; and
• clear photographs or video showing the product and reported problem.

Depending on the circumstances and when the problem is reported, you may be entitled to reject the product, receive a repair or replacement, obtain a price reduction or receive a refund.

We may need to inspect the product or refer the claim to the manufacturer or authorised distributor. A manufacturer’s warranty process does not replace or restrict your statutory rights against Kite Wing and Foil.

Further information is available on our Guarantees & Warranties page.

Damage, Missing Items and Incorrect Deliveries

Please inspect your order as soon as reasonably possible after delivery. If the parcel or product is damaged, retain the packaging and contact us promptly.

Please provide photographs of:

• the external packaging;
• the shipping label;
• the internal packaging;
• the damaged product; and
• any missing or incorrect components where relevant.

Signing for or accepting a parcel does not remove your statutory rights. Where products are damaged in transit before risk passes to you, incorrectly supplied or incomplete, we will arrange an appropriate remedy and cover reasonable return costs.

Returns That Are Not Faulty

A manufacturer’s warranty and your statutory faulty-product rights do not normally cover accidental damage, impact damage, misuse, neglect, incorrect assembly, unauthorised modification, ordinary wear and tear or failure to follow manufacturer instructions.

If an inspection finds that the product is not faulty and that the issue was caused by something outside the applicable warranty or statutory rights, you may be responsible for reasonable inspection and return-delivery costs. We will not undertake a chargeable repair without your agreement.

International Returns

If we agreed to deliver your order outside the UK, please contact us before returning anything. We will provide the correct return instructions and confirm whether the product should be returned to the UK or another authorised location.

Unless a product is faulty, damaged, incorrect or applicable law requires otherwise, the customer is responsible for international return delivery costs and any associated customs documentation.

Please clearly identify a return as returned merchandise where appropriate and follow the courier’s customs instructions. If incorrect or incomplete documentation causes customs duties, taxes or handling fees to be charged to us, we may deduct reasonable unrecoverable charges from the refund where legally permitted.

If an international order is refused, unclaimed or returned because import duties, taxes or clearance charges have not been paid, we may deduct the original delivery cost, return shipping and any customs or handling charges imposed on us, to the extent permitted by law.

Nothing in this policy removes any mandatory consumer rights that apply to an international sale and cannot lawfully be excluded.

Late or Missing Refunds

If we have confirmed that a refund has been issued but it is not showing in your account, please first check with your bank, card provider or payment service. Processing times vary between providers.

If the expected processing period has passed, contact us at info@kitewingandfoil.com with your order details.

Model Cancellation Form

Complete and return this form only if you wish to cancel a qualifying consumer contract. You may also cancel by sending us another clear statement by email or post.

To: Kite Wing and Foil, 162 All Souls Avenue, London, NW10 3AB, info@kitewingandfoil.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following products:

__________________________________________________

Order number:

__________________________________________________

Ordered on/received on:

__________________________________________________

Name of customer(s):

__________________________________________________

Address of customer(s):

__________________________________________________

Signature of customer(s), if submitted on paper:

__________________________________________________

Date:

__________________________________________________

Contact Us

If you have any questions about a return or refund, contact:

• Email: info@kitewingandfoil.com
• Telephone: +44 20 3290 0988
• Returns address: 162 All Souls Avenue, London, NW10 3AB

Please also read our Shipping & Delivery Policy, Guarantees & Warranties page and Terms of Service.