Returning a product
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.
BE CAREFUL
The right of cancellation does not apply in the following cases
- A pair of 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)
- Personal protective equipment : helmets (mountaineering, climbing), airbag and trigger sets, climbing and via ferrata equipment (climbing harness, climbing carabiner, rope clamp, climbing quickdraw, belay device, climbing cam and nut, climbing pulley, climbing rope, climbing lanyard, climbing cord, climbing sling and via ferrata kit), mountaineering equipment (mountaineering harness, mountaineering crampon, mountaineering ice axe, mountaineering rope, ice screw, crevasse rescue kit, crampon and ice axe accessories).
- Nutrition products: dehydrated meals, food and food supplements
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, and the reason of the return ; 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. You will be notified by e-mail when we received your parcel at the warehouse.