Shipping policy

Shipping
We do our utmost to deliver your order as quickly as possible. Orders placed on business days before 3:00 PM are typically shipped the same day. However, there may be times when this is not possible, such as when products are out of stock, which could cause a slight delay in delivery. The product page provides an estimated delivery time. If, for any reason, we cannot meet this timeframe, we will notify you as soon as possible. Delivery generally takes place the next business day between 9:00 AM and 6:00 PM.

  • €4.95 for orders under €50.
  • Free for orders over €50.

Returns
If you wish to return an order, this is always an option. Perhaps the product does not meet your expectations, or there is another reason for the return. Whatever the reason, you have the right to cancel your order within 14 days of receipt without providing a reason.

After cancellation, you have an additional 14 days to return your product. You will receive a refund for the full order amount, including shipping costs. Only the return shipping costs from your home to our store are at your expense. These costs are approximately €6.95 per package; please check your carrier's website for exact rates. If you exercise your right of withdrawal, the product must be returned to us, including all accessories and in its original condition and packaging, as far as reasonably possible. To make use of this right, please contact us at info@kitefactory.surf. We will refund the owed amount within 14 days of receiving your return request, provided the product has been returned in good condition.

If the product or its packaging is damaged beyond what is necessary to assess it, we may deduct this reduction in value from your refund. Handle the product with care and ensure it is properly packaged for return.

Exchanges
Would you like to exchange a product? It’s best to place a new order directly on our webshop for the desired product. You are responsible for the return shipping costs, except when the delivered product has defects. If you wish to exchange a product that is out of stock, please contact us at info@kitefactory.surf, and we will check if we can order the desired product for you.

HOW CAN I EXCHANGE OR RETURN MY PRODUCT?

Webshop Orders
Register Your Return

  1. Log in to your account at www.kitefactory.surf by clicking the profile icon at the top right of the homepage or create an account easily.
  2. Click on “My Orders” > select the relevant order > and click “View.”
  3. Here, you’ll see an overview of the selected order. At the bottom right of the page, click “Return Items.”
  4. On the next page, indicate which items you wish to return. Leave the quantity at 0 for items you want to keep.
  5. In the next screen, provide the reason for the return and any additional information.
  6. Click “Submit,” and your request will be sent to Core n More.

Package the item in its original packaging and ensure it is unused and neatly packed. Include the return number on the box or on a note inside the package. Ship the package to the following address:

The kite factory 
Suderseleane 7
8711GX, Workum

Once the package has arrived, we will inspect and process it as soon as possible. If the return is approved, we will process the refund within 14 business days.

Exchanging or Returning Your Order In-Store
You can also return items purchased online or in-store directly at our store in Workum during opening hours.