Shipping & Refund

Isle of Man, Åland, Kosovo, Moldova, Russia, Svalbard / Jan Mayen and Ukraine, plus Ceuta, Melilla, the Azores and Madeira: the currently configured rate is €7.99 below €50 and free from €50, including the existing special-product profiles. Availability depends on the delivery address and checkout.

If your destination is not available at checkout, please contact us before placing an order.

Shipping charges can be added together when your basket contains products from different shipping categories. For example, a board and a windsurf mast can have separate shipping charges. The final amount and available services are shown before payment.

Where several services are available for your address and basket, you can select your preferred option at checkout. Express options may cost extra. The options vary by destination and parcel type.

Shipping charges depend on your destination, products and order value. Discounts and combinations of product categories can affect the available rate. Please check the final shipping total at checkout.

Boards and masts can require different handling and delivery services. Remote areas, islands and customs processing may take longer. If you have a delivery deadline, contact us before ordering.

Returns used goods

We do not accept returns on demo units and used goods. As these items have been previously opened, displayed, or used, we cannot verify their condition or usage during the time in your possession.

All demo and used goods are sold "as is" and are excluded from our standard 14-day return policy. By purchasing these items, you acknowledge and accept this condition.

Returns new goods
You have the right to cancel your order within 14 days after your order without providing a reason.

You will receive a full refund, including the original shipping costs.
Return shipping costs (from you to us) are at your own expense. 

Please make sure the product is returned in its original condition and packaging. If the item is damaged or the packaging is unnecessarily damaged, we may deduct a depreciation fee are dont accept the return. 

To register your return, please contact us at info@kitefactory.surf

We will refund your order within 14 days of your return notification, provided we have received the item in good condition.

Exchanges

If you'd like to exchange an item, we recommend placing a new order in our webshop for the desired product.
You are responsible for the return shipping costs unless the received item is defective.

If the product you want is out of stock, please contact us at Info@kitefactory.surf and we’ll check if we can order it for you.

Return Process – Webshop Orders

1. Send an email to info@kitefactory.surf with your return request.

2. Include the necessary order details in your message.

3. Our team will provide instructions and a return number.

4. Pack the item securely in its original packaging and include the return number.

5. Send the package to:

The Kite Factory
Suderseleane 7
8711 GX Workum
The Netherlands

Once your return has been received and approved, we will process your refund within 14 working days.

Store Returns

You can also return or exchange your online or in-store purchase at our physical store in Workum during our opening hours.