8. Returns and money-back guarantee
1. Orders
You can order from our website www.mundo-surf.com (24/7).
We are available from Monday to Thursday, from 8:30 a.m. to 5:30 p.m., and Friday from 8:30 a.m. to 2:30 p.m. (July-August, from 8:00 a.m. to 4:00 p.m.) by phone at 00(44) 203 769 5853, via chat, via WhatsApp at 00(44) 203 769 5853, or by email at [email protected].
2. Prices
For customers registered in a country within the European Union, all prices include VAT.
For customers registered in a country outside the European Union, VAT will not be charged. Customs charges and import taxes must be paid at the destination by the recipient of the merchandise.
For registered customers and residents of the Canary Islands, Ceuta, and Melilla, VAT will not be charged, and they must indicate their ID or NIE next to their name. Customs charges and import taxes must be paid at the destination by the recipient of the merchandise.
The user has the right to receive the invoice in paper format for free. If the user prefers to receive the invoice in electronic format, they can request it via email at [email protected].
3. Shipping costs
The amount of shipping costs is reflected in the cart and changes as you add or remove products. If you are not registered on the website, shipping costs are calculated based on a shipment within Spain. We recommend that users create an account with their delivery address to see the final prices of both the products and the shipping costs.
Shipping costs are free in the following cases:
- Orders over €149 (surfboards/bodyboard and foam excluded) with delivery to France, Portugal, Germany, Italy, the United Kingdom, Luxembourg, Austria, the Netherlands, and Belgium (islands excluded).
- Orders over €99 (surfboards and foam excluded) with delivery in Spain, islands excluded
- Orders of surfboards over €199 with delivery to mainland Spain.
In any other case, the shipping costs start at €4.50, depending on the products purchased, quantity, carrier chosen, and shipping location.
We have the following carriers to handle shipments:
- GLS, Spring, and UPS: for the countries within the European Union.
- UPS: for shipments outside the European Union.
- DACHSER: for bulky items in Europe.
- Correos: for small items to the Canary Islands.
- Rhenus: for bulky items to the Canary Islands.
4. Delivery times
Orders placed before 4:30 p.m. (UTC +1) with products in stock will be shipped the same day (except for the Canary Islands, Ceuta, and Melilla, which have a weekly departure on Fridays).
Delivery times depend on the delivery area and may vary depending on the carrier chosen:
- European union: delivery in 2-5 business days; 5-10 business days for surfboards and other large packages.
- Mainland Spain: next business day delivery.
- Balearic Islands: 3-4 business days.
- Canary Islands, Ceuta, Melilla: 5-15 business days.
- Portugal: delivery in 48 working hours.
- Other countries: delivery in 2-4 business days.
If for any reason the delivery time should be longer, Mundo-Surf will notify its customer within 48 hours after the order, giving them the option to cancel the order and obtain a full refund.
5. Insurance
All shipments are insured against breakage, damage, and loss.
-
In case of visible damage:
We recommend informing the carrier that the packaging shows visible damage that may have deteriorated the product. We advise noting this damage on the delivery slip and signing upon delivery. -
In case of non-visible damage:
Even if the packaging is in perfect condition, the product may have been damaged during transport. Upon receipt of the goods, we recommend writing and signing "TO BE CHECKED".
In case of damage, the customer should notify Mundo-surf.com as soon as possible by filling out the following claim form:
https://forms.gle/KLE57UfD7M8Veud38
6. Product availability
Under our motto "Real-time stock," we are committed to providing accurate and up-to-date information on the availability of products you see on our website. Availability and delivery times are updated in real-time based on orders, incoming goods, holidays, or the delivery times of carriers for each geographical area.
If, due to any human or technical error, a product is not available within the specified time frame, you will automatically receive an email notifying you. We will contact you to offer:
- an exchange for a product of equal or superior characteristics
- or inform you of the new delivery time
- or offer a refund
7. Payment methods
M undo-surf.com offers 6 different payment methods:
- By credit card (VISA or MASTERCARD)
- PayPal
- Wire Transfer
- SOFORT
- IDEAL
- GIROPAY
For more information, please visit our page detailing all available payment methods.
8. Returns and Money-back Guarantee
You have the right to withdraw from this contract within fourteen (14) calendar days without justification.
The withdrawal period expires 14 calendar days from the date you or a third party designated by you, other than the carrier, took physical possession of the goods.
To exercise this right, you must notify us of your decision via an unambiguous statement (letter or email) to:
Mundo‑Surf.com – Padang‑Padang SL
Parque Industrial GUADALQUIVIR
Calle Tecnologia 22
41120 Gelves – Spain
info@mundo‑surf.com – +34 955 439 494
You may use the withdrawal form template below (optional):
"To the attention of:
Mundo-Surf.com - Padang-Padang SL
Parque Industrial GUADALQUIVIR
Calle Tecnologia, 22
41120 Gelves
[email protected]
I/we () hereby give notice that I/we () withdraw from my/our () contract of sale of the following good/service ()
– Ordered on/received on (*)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if this form is submitted on paper)
– Date
(*) Delete as appropriate."
To meet the deadline, simply send your communication before the end of the 14 days.
Consequences of withdrawal
If you withdraw, we will refund all payments received, including delivery costs (unless you chose a more expensive shipping method), without undue delay and no later than 14 calendar days after your notice.
Refunds will be made using the same method of payment, unless specified otherwise, at no cost to you. We may withhold refund until we receive the goods or proof of return.
You must return the goods to:
Mundo‑Surf.com – Padang‑Padang SL
Parque Industrial GUADALQUIVIR
Calle Tecnologia 22
41120 Gelves – Spain
info@mundo‑surf.com – +34 955 439 494
without delay, within 14 days of your decision.
You bear the direct cost of returning the goods.
You are only liable for any diminished value resulting from handling that exceeds what is necessary to verify the goods’ nature.
As a goodwill gesture, returns accepted up to 100 days. For returns made between day 15 and day 100, a purchase voucher valid for 1 year will be issued.
Products that are custom-made or cut to size cannot be returned.
9. Product Warranty
All the products we sell come with a 3-year warranty from the date of delivery. The user must inform Mundo-Surf.com of the lack of conformity within two months of becoming aware of it, using the following form:
https://forms.gle/Z9nKgZFKcDZdWvTG9
Defective products will be repaired, replaced, or refunded at no cost to the buyer.
Defects caused by negligence, shock, improper use, or normal wear and tear are not covered under the warranty.
10. Claims
As a user or final consumer, we provide the following communication channels for you to file any complaints or claims, which we will try to resolve as quickly as possible, providing the appropriate acknowledgment:
- Phone: 00(44) 203 769 5853 (national call rate) from Monday to Thursday, from 8:30 a.m. to 5:30 p.m., and Fridays from 8:30 a.m. to 2:30 p.m.
- Email: [email protected]
- WhatsApp: 00(44) 203 769 5853
Similarly, you can also request information about the goods offered or contracted through our website.
When a complaint submitted directly by the consumer to the seller cannot be resolved, we provide the link to access the European Union's dispute resolution platform: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.
11. Privacy Policy and Cookies Policy
The acceptance of our general conditions of sale implies the acceptance of our privacy policy and cookies policy:
- Click here to view our privacy policy.
- Click here to view our cookies policy.