Refund policy

RETURNS & REFUNDS POLICY 

At Nerpaskates, we want you to be fully satisfied with your speed skating equipment. This Returns & Refunds Policy explains your rights and our procedures. It forms part of our Terms of Service and should be read together with our Shipping Policy.

1. RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

As a consumer in the European Union, you have the right to withdraw from the purchase contract within 14 days without giving any reason.

The 14-day period begins on the day you (or a person indicated by you, other than the carrier) receive the goods.

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., via email to info@nerpaskates.eu) before the 14-day period expires.

2. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

In accordance with Polish and EU law, the right of withdrawal does not apply to the following products:

  • Custom-made or personalized items made to your specifications
  • Modified, sharpened, or mounted products (e.g., sharpened blades, mounted frames)
  • Products manufactured or adjusted according to your individual instructions
  • Items that cannot be returned for hygiene or health protection reasons once opened or used
  • Products that have been inseparably mixed with other goods after delivery

Custom and made-to-order items are generally non-returnable except where mandatory consumer law requires otherwise.

3. RETURN PROCESS

  1. Contact us at info@nerpaskates.eu before returning any item.
  2. Clearly state your order number and reason for return.
  3. Pack the items securely in their original packaging (if possible) with all original labels, accessories, and documentation.
  4. Ship the return to the address provided in our return instructions (we will send this via email).

You are responsible for the direct cost of returning the goods, unless we have explicitly agreed otherwise.

4. CONDITION OF RETURNED GOODS

  • Goods must be returned in the same condition as received — unused, undamaged, and in original packaging where possible.
  • You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
  • We reserve the right to refuse a refund or deduct an appropriate amount if items are returned in a used, damaged, or incomplete condition.

5. REFUND PROCESS

Once we receive and inspect the returned products:

  • If the return is approved, we will process your refund within 14 days.
  • Refunds will be issued using the same payment method you used for the original purchase.
  • Shipping costs (standard delivery) are generally non-refundable, unless the return is due to our error (e.g., wrong item sent or defective product).

Note: We may withhold reimbursement until we have received the goods back or you have provided proof of shipment, whichever occurs first.

6. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a defective, damaged, or incorrect item:

  • Contact us immediately (within 48 hours of delivery) with photos and order details.
  • We will offer a repair, replacement, or full refund at our discretion, in accordance with Polish warranty and consumer protection laws.
  • In such cases, we will cover the return shipping costs.

7. NON-REFUNDABLE ITEMS

In addition to the exclusions listed above, the following are generally non-refundable:

  • Digital products or services (if any)
  • Gift cards or vouchers
  • Items purchased during clearance or special sales (where clearly stated)

8. CONTACT US

For any return or refund questions, please email us at: info@nerpaskates.eu

Please include your order number in all correspondence. We aim to respond within 1–2 business days.