Exchanges and returns
At ESQUI-OUTLET S.L., we have a Customer Service and after-sales service to manage exchanges, returns and incidents related to our products or shipments.
If for any reason you are not satisfied with your order, you have a total period of 30 calendar days from receipt of the order to request its return. This period voluntarily extends the statutory right of withdrawal of 14 calendar days granted to consumers for distance purchases.
Right of withdrawal during the first 14 days
If you are a consumer or user, you may withdraw from your purchase within the 14 calendar days following receipt of the order, without having to provide a reason.
To exercise this right, you must clearly communicate your decision to info@esqui-outlet.com before the end of that period.
Once the withdrawal has been communicated, you must return the products without undue delay and, in any event, within 14 calendar days following such communication.
The direct cost of return shipping to our warehouse shall be borne by the customer, except where the return is due to a defective or incorrect product, or to an incident attributable to ESQUI-OUTLET S.L.
During this period, you may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning. The consumer shall be liable for any decrease in value resulting from handling beyond what is necessary.
We recommend returning products with their original packaging, labels, accessories, warranties, manuals and instructions, whenever possible, and properly protected to prevent damage during transport.
In the event of statutory withdrawal, ESQUI-OUTLET S.L. will reimburse the amount paid for the returned products and, where applicable, the initial delivery costs corresponding to the least expensive standard delivery method offered.
If the customer chose a delivery method more expensive than the standard one, the difference corresponding to that additional service will not be reimbursed.
Returns between days 15 and 30
Once the statutory withdrawal period has ended, ESQUI-OUTLET S.L. voluntarily offers an extension of the return period up to a total of 30 calendar days from receipt of the order.
Returns requested between days 15 and 30 must meet the following conditions:
- The product must be unused and in perfect condition.
- It must retain its labels, accessories, warranties, manuals and instructions.
- It must be returned in its original packaging and in suitable condition for subsequent resale.
- The cost of return shipping to our warehouse shall be borne by the customer.
During this additional commercial period, the costs corresponding to the initial shipment will not be refundable.
Where the order benefited from a free shipping promotion, the cost of shipping initially borne by ESQUI-OUTLET S.L. may be deducted from the return amount:
- Boots and accessories: €7.
- Skis and snowboards: €15.
Product exchanges
If you wish to exchange a product for another size, model or item, you must contact ESQUI-OUTLET S.L. beforehand to check availability and arrange the exchange.
Except where the exchange is due to an error by ESQUI-OUTLET S.L. or a defective product, the cost of shipping the product to our warehouse shall be borne by the customer.
- For purchases over €100, ESQUI-OUTLET S.L. will bear the cost of the second shipment of the new product.
- For purchases under €100, the cost of the second shipment shall be borne by the customer.
If there is a price difference between the returned product and the new product, the corresponding charge or refund will be made.
Return packaging
Products must be returned properly packaged and protected to prevent damage during transport.
If the product is damaged as a result of packaging that is clearly insufficient or unsuitable and was provided by the customer, the corresponding decrease in value may be taken into account. For commercial returns made between days 15 and 30, ESQUI-OUTLET S.L. may reject the return if the product has been used, damaged or does not meet the conditions stated above.
Skis with mounted bindings or personalised products
Voluntary returns within the commercial extension from days 15 to 30 will not be accepted for ski and binding sets where, following the measurements or instructions provided by the customer, the binding has been screwed, drilled or irreversibly installed onto the ski.
During the statutory withdrawal period, where the product has been irreversibly modified following individual specifications expressly provided by the customer, the statutory exception for products made to the consumer's specifications or clearly personalised may apply.
This limitation shall not apply where there is a manufacturing defect, lack of conformity or incorrect assembly by ESQUI-OUTLET S.L.
Defective, incorrect or damaged products
If you receive a product different from the one ordered, incomplete, damaged during transport or showing a possible lack of conformity, you must contact us as soon as possible at info@esqui-outlet.com.
To speed up processing, we recommend providing the order number and attaching photographs of the product, packaging and shipping label where necessary.
Where the incident is attributable to ESQUI-OUTLET S.L. or is covered by the statutory warranty, ESQUI-OUTLET S.L. will bear the shipping costs necessary to handle the incident.
Refund
Once the goods have been received and inspected, a refund will be issued where applicable, generally using the same payment method used for the purchase.
- If payment was made by bank card, the refund will be made through the same payment system.
- If payment was made via PayPal, the amount will be refunded through the same account used to make the purchase.
- If payment was made by bank transfer, cash on delivery or another method requiring a transfer, the bank details necessary to make the payment will be requested.
To request an exchange or return, you can contact us at info@esqui-outlet.com or by telephone or WhatsApp at +34 670 960 361.