Refund Policy

1. General guidelines

We will send the items you purchased within a maximum of 3 working days after payment is confirmed. They should then arrive within a maximum of 5 working days, for which the transport company is responsible.

Our refund and return policy is 15 days. If more than 15 days have passed since your purchase, we will not be able to offer you a refund or exchange.

To be eligible for an exchange or refund, the item must be in the same condition as when purchased, unused and in its original packaging.

To complete the return, you must have proof of purchase.

Please do not send any items back to the producer.

Some items are excluded from return and refund:

Gift cards
Products delivered via software download
Kitesurf lessons and rentals, and SUP or WingSUP tours and rentals

2. Activities and weather

Our practical activities are always subject to weather conditions, which do not depend on us under any circumstances. Therefore, we do not refund practical activities.

Accordingly, after purchasing a SUP or WingSUP tour, or a WingSUP experience, you will be entitled to a voucher valid for 1 year, within which it must be used. No voucher can be extended into the following year; it will lose its validity.

For kitesurfing activities, you can choose one of two options: (1) take part in other activities of the same value (WingSUP or SUP); or (2) receive a voucher to use within 1 year.

3. Product refunds

Once your return has been received and inspected, we will send you an email confirming receipt. We will also let you know our decision on the refund. If the refund is approved, the credit will be transferred within a few days to the IBAN you provide.

Late or missing refunds: if you have not yet received an approved refund, please contact your bank, as inter-bank or international transfers can take some time to process. If there is still no information about the refund, please contact us at geral@kitesurfeolis.com.

Sale items: only regular-priced items can be refunded. Sale items cannot be refunded.

4. Exchanges

We only replace items that are defective or damaged. If you need to exchange an item for an identical one, please email us at geral@kitesurfeolis.com and send the defective item to Av. Ria Formosa 8, C.C. Loja 34, 8800-591 Cabanas de Tavira, Algarve, Portugal.

5. Return address

To return your product, please send it to: Av. Ria Formosa 8, C.C. Loja 34, 8800-591 Cabanas de Tavira, Algarve, Portugal.

You are responsible for paying the return shipping costs, which are non-refundable.

Depending on where you live, the time it takes to exchange a product may vary. If you are returning a high-value item, consider using a trackable shipping service or insuring the shipment, as we cannot guarantee that we will receive the returned item. In Portugal, CTT Expresso with the EMS 18h service usually works very well.

6. Need help?

7. Alternative dispute resolution

In the event of a dispute, consumers can use Alternative Consumer Dispute Resolution (RAL), which covers mediation, conciliation and arbitration.

You can consult the list of entities at https://www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo/ral-mapa-e-lista-de-entidades.aspx

More information on the Consumer Portal: www.consumidor.gov.pt