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How long is the period and how much does it cost to send an item back ?
You have 60 days from the delivery date of your parcel to exercise your cancellation right and register a return request without having to justify any reason nor having to pay any penalty except the shipping fees of the concerned items.
| Return of the parcel | Information |
| By your own means | The return costs are at your own charge. The return package must be delivered to our address. Return packages delivered to relay points near Ekosport will not be collected by our teams and will be returned to you directly. You can also choose this option when you want to drop off your package in one of our shops directly in France (exception made of our store in Gap). |
Where to register a return request ?
The return has to be registered on your customer account. Once you logged-in, please click on the “RETURN - AFTER-SALES SERVICE” tab.
What are the different kinds of return?
For a faster and easier treatment of your return, please pay attention to the nature of your return.
1/ Classic return :
The reasons of the return can be: “The size does not fit”, “I made a mistake”, “I want to exercise my cancellation right”. The item you return has to be new, never worn, not personalized, with labels on and in its original packaging. According to the law, the personalized item cannot be returned.
ATTENTION : The cancellation right doesn't apply to skis that have been drilled to mount the bindings nor ski touring skins that have been cut to the shape of your skis. Personalized skis and personalized skins cannot be returned.
2/ Non-complying return :
The item received is different than the item I ordered (wrong size, wrong description, wrong color, incomplete item, anti-theft device…).
3/ Faulty return :
The item received is defective or damaged (broken zip, faulty mechanism, bad stitching, scratches…).
For case #1, you have 60 days from receipt of your package to register your return request.
For cases #2 and #3, you have 14 days from receipt of your package. After this period, the goods and the delivery are considered as conform.
In the case of a return, the products must be new with the original labels and packaging.
4/ AFTER-SALES SERVICE :
Once you used the item you bought form Ekosport and it shows abnormal or premature wear (broken hook, unstitched stitching, waterproofing problem,…). The warranty runs for 2 years and you will need to fill in a warranty claim through the return form to request a warranty claim. Please give us as many details and pictures as possible concerning the damage. We will then forward your warranty claim to the manufacturer and we will come back to you once we have the result of the expert assessment.
How to register a return ?
If you wish to register a return, please, follow the steps below :
- Step 1 : Select the order number concerned.
- Step 2 : Fill in the return form: Select the quantity of the item, the reason of the return and if you wish a credit note or a refund; then click on VALIDATE.
- Step 3 : For a classic return, we do not send you a prepaid label so you have no choice but to send your item back on your own.
- Step 4 : Click on “SEND REQUEST”, you will then receive by e-mail your return reference as well as all the information needed to send your item(s) back. If you do not receive any confirmation e-mail, please check in your spam folder.
- Step 5 : In the return email you will find the return label to print out and place inside the parcel
- Step 6 : We ask you not to dispose of the postage proof until your return comes back to our warehouse and is processed by our team.
In order to send back the parcel by your own means, kindly address it as follows :
EKOSPORT, Service Retours
173 rue des Eglantiers
73230 Saint Alban Leysse - France
Once your request validated, please make sure that it appears in MY REQUESTS section.
Once we will receive your parcel, we will refund you within the legal deadline of 14 days using the same method of payment you used to place your order, or we will edit you a credit note in your customer account. You will be notified by e-mail when we received your parcel at the warehouse.
FAQ
You can return the item(s) you do not like. You can choose to get a full refund or to get a credit note. Please note that we only refund the shipping fees of your original order, when you return your whole order and base on the cheapest delivery method.
ATTENTION : The cancellation right does not apply for skis that have been drilled to mount the bindings nor ski touring skins that have been cut to the shape of your skis. Personalized skis and personalized skins cannot be returned. We also specify that the sets : skis + bindings (unmounted) or snowboard + bindings, must be returned in full, it is not possible to separate both parts.
At delivery of your parcel you should always make sure that neither the parcel itself nor the item(s) are damaged. If your parcel appears to be damaged you have two options :
- You can accept the parcel and express full, precise, written reserves, dated and signed, on the delivery slip, at the time of delivery to accelerate the claim to the carrier.
- You can refuse the delivery.
If the item is damaged, you have to create a return request through your customer account and select “Faulty return”. You need to join pictures of the item showing the damage and add a comment to describe the damage and locate it on the item. Once your request validated, please make sure that it appears in MY REQUESTS section.
We will validate your return request and you will receive a confirmation e-mail with a return slip to print and join in the parcel with your item. As we technically cannot send you a prepaid label, please send us by email the invoice of the shipping and we will be happy to refund you the postage.
In case of a non-complying item received (wrong size, wrong description, wrong color, incomplete item, anti-theft device…) Please fill in a return form selecting “Non-complying return”, write a comment to describe the item you received and add pictures of the item as well as the labels and tags. Once your request validated, please make sure that it appears in MY REQUESTS section.
We will validate your return request and you will receive a confirmation e-mail with a return slip to print and join in the parcel with your item. As we technically cannot send you a prepaid label, please send us by email the invoice of the shipping and we will be happy to refund you the postage.
When you return an item ordered with a promo code, the discount will be deducted from the amount of the return.
Once we receive your parcel, we have 14 days to refund you or create a credit note in your account. Attention, the package might be delivered to our warehouse but its status in your customer account hasn’t changed. In fact, it won’t change to ‘’parcel received’’ immediately because the merchandise needs to be verified before it can be validated. Once your order gets validated you will be informed by email.
Ekosport doesn’t do exchanges. You can only choose between a credit note or a refund. If you wish to receive the same article but in a different size you shall place a new order.