RETURNS
Returns and refunds of clothing items
- If an item has a misprint or is faulty in any way, we will gladly send you a replacement of equal value to your purchase. Please send us an email to report such issues.
- If you order the incorrect size, we will not be able to swap out your clothing item for the correct size. We are a small business and this simply isn't feasible for us. We appreciate your kind understanding and ask that you order as per the sizing chart if you are unsure. Thank you!
Kite gear
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
To start a return, you can contact us at europe@bigairkite.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at europe@bigairkite.com.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
RETURN SHIPPING COSTS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should
consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at europe@bigairkite.com.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING
To return your product, you should mail your product to the return address provided to you when you contact europe@bigairkite.com
