Refund policy

Returns and Refund Policy

This Returns and Refund Policy applies to purchases made through JETSURF.com.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law, including rights relating to defective, damaged, incorrect or otherwise non-conforming goods.

Return address

Unless we provide you with different return instructions, returns must be sent to:

MSR Engines s.r.o.
Strelice 864
664 47 Strelice
Czech Republic

Email: support@jetsurf.com

Please contact us before shipping a motorised board, battery, fuel-system product, oversized product or other potentially hazardous product. Such products may require special packaging, collection or dangerous-goods transport arrangements.

This requirement is intended to ensure safe and lawful transport and does not restrict your statutory right of withdrawal or any other mandatory consumer right.

Voluntary returns

Where no mandatory statutory right applies, we may agree to accept a voluntary return.

To request a voluntary return, contact us at support@jetsurf.com and provide your order number and details of the product you wish to return.

Products returned under our voluntary return policy must generally be:

  • unused and in the condition in which they were received;
  • complete, including all accessories, components, manuals, tools and documentation;
  • returned with their original tags, where applicable; and
  • returned in their original packaging, where reasonably possible.

You must also provide your receipt, order number or other proof of purchase.

Voluntary returns are subject to our prior approval. We will provide return instructions after reviewing your request.

The conditions applicable to voluntary returns do not apply where they would restrict a mandatory statutory right, including the EU right of withdrawal described below.

Damaged, defective, incomplete or incorrect products

Please inspect your order after delivery and contact us as soon as reasonably possible if the product:

  • arrived damaged;
  • is defective;
  • is incomplete;
  • is different from the product ordered; or
  • otherwise does not conform to the sales contract.

Please provide your order number, a description of the issue and, where reasonably possible, photographs or videos showing the problem.

We will assess the issue and provide appropriate instructions. Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or a refund.

Where applicable law requires us to bear the cost of returning a damaged, defective, incorrect or otherwise non-conforming product, we will arrange an appropriate return method or reimburse the necessary return cost.

These rights are separate from the right to withdraw from an online purchase because you have changed your mind.

Exceptions and non-returnable products

Certain products may be excluded from our voluntary return policy or from the statutory right of withdrawal where an applicable legal exception applies. These may include:

  • products made to the customer’s specifications or clearly personalised;
  • products that are liable to deteriorate or expire rapidly;
  • sealed products that are not suitable for return for health protection or hygiene reasons and that were unsealed after delivery;
  • products that, after delivery, have been inseparably mixed with other products;
  • sealed audio, video or computer software products that were unsealed after delivery;
  • digital content where performance has begun with the consumer’s prior express consent and acknowledgement that the right of withdrawal would be lost; and
  • other products or services excluded from the right of withdrawal under applicable law.

These exceptions apply only to the extent permitted by applicable law.

Products purchased during a sale or at a discounted price are not excluded from mandatory statutory consumer rights.

Gift cards are not accepted under our voluntary return policy unless applicable law requires otherwise.

Exchanges

The fastest way to obtain a different product is generally to return the original product in accordance with this policy and place a separate order for the replacement product.

Any exchange is subject to product availability.

This exchange procedure does not limit any statutory right to repair, replacement, price reduction or refund in relation to defective or non-conforming goods.

European Union 14-day right of withdrawal

If you are a consumer and your purchase is governed by the mandatory consumer laws of the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days, without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

If you ordered multiple products in one order and they are delivered separately, the withdrawal period expires 14 days after the day on which you acquire physical possession of the last product.

If a product is delivered in multiple lots or pieces, the withdrawal period expires 14 days after the day on which you acquire physical possession of the last lot or piece.

How to exercise the right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement before the withdrawal period expires.

You may submit your withdrawal through our online withdrawal form:

Submit an order withdrawal

Alternatively, you may exercise your right of withdrawal by emailing us at support@jetsurf.com or by sending another clear statement informing us of your decision to withdraw from the contract.

Use of the online withdrawal form is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send your withdrawal notification before the 14-day withdrawal period expires.

Please include sufficient information to identify your purchase, such as:

  • your full name;
  • your email address;
  • your order number;
  • the product or products concerned;
  • the delivery date; and
  • a clear statement that you wish to withdraw from the contract.

If you submit your withdrawal through our online form, we will send you confirmation of receipt by email without undue delay.

Returning products after withdrawal

After notifying us of your withdrawal, you must send or hand the products back without undue delay and no later than 14 days after the day on which you informed us of your decision to withdraw.

The return deadline is met if you send the products before the 14-day return period expires.

Unless we instruct you otherwise, products must be returned to the return address stated at the beginning of this policy.

Before returning a motorised board, battery, fuel-system product, oversized product or other potentially hazardous product, contact us for the necessary packaging and transport instructions.

In particular:

  • petrol-powered products must not be returned with fuel in the tank or fuel system unless we expressly instruct otherwise;
  • damaged, defective or potentially unsafe batteries must not be shipped using an ordinary parcel service;
  • lithium batteries may be subject to dangerous-goods transport requirements;
  • the product must be appropriately secured and protected against transport damage; and
  • the selected carrier must be authorised to transport the relevant type of product.

You may arrange the return transport yourself, provided that the product is transported safely and lawfully and all applicable carrier and dangerous-goods requirements are followed.

We recommend using a trackable and adequately insured transport service.

Return transport costs

If you withdraw from the contract because you have changed your mind, you are responsible for the direct cost of returning the products unless:

  • we have expressly agreed to bear the return cost;
  • we have offered to collect the products at our own cost;
  • the product is defective, damaged, incorrect or otherwise non-conforming and applicable law requires us to bear the cost; or
  • applicable law otherwise requires us to bear the cost.

Standard accessories that can normally be returned using a parcel service are subject to the actual price charged by the selected carrier.

For products that, because of their nature, size, weight, battery or fuel-system classification, cannot normally be returned by ordinary post, the estimated maximum direct return transport costs within the European Union is 350 EUR.

These amounts are estimates of the maximum direct return transport cost. They are not fixed return, restocking, administration or handling fees.

The actual return cost may be lower and will depend on factors including:

  • the collection address;
  • the type, dimensions and weight of the product;
  • the selected carrier;
  • the packaging requirements;
  • whether separate transport of a battery is required; and
  • any applicable dangerous-goods transport requirements.

If we arrange collection at your request, we will inform you of the applicable collection cost before the collection is confirmed.

Where legally permitted and expressly agreed with you, the direct collection cost may be deducted from the amount to be refunded.

Condition of products and diminished value

During the withdrawal period, you may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way that you could reasonably inspect it in a physical shop.

You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Depending on the type of product, handling beyond what is reasonably necessary may include:

  • operating or using a motorised product outdoors or on water;
  • starting or operating a combustion engine;
  • adding fuel, oil or other operating fluids;
  • operating the product under load;
  • recording operating hours or battery cycles;
  • causing scratches, impacts, contamination or visible wear;
  • removing protective elements beyond what is necessary for inspection;
  • damaging or losing accessories, manuals, tools or components; or
  • using the product in a way that materially reduces its resale value.

The statutory right of withdrawal is not automatically lost solely because the product has been unpacked or because the original packaging has been opened or is no longer available.

However, please return the original packaging, protective materials, accessories, manuals, tools, chargers, keys, safety equipment and all other supplied components where reasonably possible.

Missing or damaged components, excessive use or damage caused by handling beyond what is necessary may result in a deduction corresponding to the actual diminished value of the product.

No automatic restocking fee will be charged for exercising the statutory EU right of withdrawal.

Refunds following an EU withdrawal

If you validly withdraw from the contract, we will reimburse all payments received from you in connection with the withdrawn purchase, including the cost of our least expensive standard delivery option offered for the original order.

If you selected a delivery method more expensive than our least expensive standard delivery option, we are not required to reimburse the additional delivery cost.

We will issue the reimbursement without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

Unless we have offered to collect the products ourselves, we may withhold reimbursement until:

  • we have received the returned products; or
  • you have supplied evidence that you sent the products back,

whichever occurs first.

We will issue the refund using the same payment method used for the original transaction unless you expressly agree to another method.

You will not incur any fee from us as a result of the reimbursement.

Where only part of an order is returned, the original delivery cost may not be refunded if the delivery charge would have been the same for the products you keep. Any refund of the original delivery cost will be determined according to the circumstances of the order and applicable law.

Where permitted by applicable law, an amount corresponding to a demonstrable diminished value of the returned product may be deducted from the refund.

Refunds for other approved returns

For voluntary returns that are not based on the statutory EU right of withdrawal, we will notify you after receiving and inspecting the product and confirm whether the return and refund have been approved.

Approved refunds will generally be issued using the original payment method.

Processing by your bank, card issuer or payment provider may take additional time after we issue the refund.

If more than 15 business days have passed since we confirmed that a refund was issued, contact us at support@jetsurf.com.

Model EU withdrawal form

Complete and return this form only if you wish to withdraw from the contract. Use of this model form is optional. You may also withdraw by sending us another unequivocal statement.

To:
MSR Engines s.r.o.
Strelice 864
664 47 Strelice
Czech Republic
Email: support@jetsurf.com

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

____________________________________________________________

Order number:

____________________________________________________________

Ordered on:

____________________________________________________________

Received on:

____________________________________________________________

Name of consumer(s):

____________________________________________________________

Address of consumer(s):

____________________________________________________________

Signature of consumer(s), only if this form is submitted on paper:

____________________________________________________________

Date:

____________________________________________________________

Contact

For questions concerning returns, withdrawals, damaged or defective products or refunds, contact us at:

MSR Engines s.r.o.
Strelice 864
664 47 Strelice
Czech Republic
Email: support@jetsurf.com