RETURNS
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You can revoke your contractual declaration within 14 days without giving reasons in text form (e.g. letter, e-mail) or - if the item is handed over to you before the deadline - by returning the item.
To be eligible for a return, your item must be unused and in the same condition in which you received it. The item must also be in its original packaging. To meet the cancellation deadline, it is sufficient to send the cancellation or the item in good time.
The revocation must be sent to:
Primesurf GmbH, Kanonenberg 20, 21423 Winsen (Luhe)
Email shop@primesurf.com
Consequences of revocation
In the event of an effective cancellation, the services received by both parties must be returned and any benefits derived (e.g. interest) must be surrendered. If you are unable to return or surrender the service received and benefits (e.g. benefits of use) to us, or only partially or in a deteriorated condition, you must pay us compensation for the value. You only have to pay us compensation for the deterioration of the item and for benefits derived if the use or deterioration is due to handling of the item that goes beyond checking its properties and functionality. “Checking the properties and functionality” means testing and trying out the respective goods, as is possible and usual in a store, for example.
Contractual arrangement regarding return costs in case of cancellation
Should you make use of your right of withdrawal, in accordance with the EU Consumer Directive of 13 June on online shipping, the costs are to be borne by the customer.
The time it takes for the exchanged item to reach you may vary depending on the country in which you reside.
If you are sending an item valued over €75, you should consider using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive the item you return.
Some items are completely excluded from return:
* Gift vouchers
* Software products for download
* Health and personal care products
To complete your return, we require a receipt or proof of purchase.
Please do not send the purchased items back to the manufacturer, but to us. You will receive the return address from us after we have received your written cancellation.
In certain situations, only partial refunds will be granted (if applicable)
* Items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
* Items returned after 14 days from delivery.
Refunds (if applicable)
Once we have received and inspected your return, we will send you an email to notify you that we have received the item you returned. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment within a few days.
Obligations to reimburse payments must be fulfilled within 30 days. For you, the period begins when you send your cancellation notice or the item, and for us when we receive it.
Delayed or missing refunds (if applicable)
If you haven't received a refund yet, please check your bank account again first.
Then contact your credit card company. It may take some time for your refund to appear.
Next, contact your bank. There is often a processing time for a refund to be posted to your account.
If you have done all of this and still have not received a refund, please contact us at shop@primesurf.com.
Promotional items (if applicable)
A refund can only be made for regular priced items; unfortunately, promotional items are not eligible for a refund.
Exchange (if applicable)
Exchanges will only be granted for defective or damaged items. If you would like to exchange an item for the same item, please email us at shop@primesurf.com.