1. General Provisions
This complaint policy governs the rights and obligations of the seller and buyer when filing complaints for goods purchased in the e-shop flysurfer.cz. The complaint policy is governed by Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).
2. Warranty Period
- New goods: 24 months from receipt of goods
- Used / Demo gear: Sold without warranty; the seller guarantees functionality at the time of sale. Condition is described in detail in the product description.
3. Filing a Complaint
File a complaint by email to info@flysurfer.cz with the following information:
- Order number
- Description of the defect
- Photo documentation of the defect
- Contact details (name, email, phone)
After receiving the complaint, we will contact you with instructions for shipping the goods or further steps. Shipping costs of the complained goods are borne by the buyer; costs of returning repaired/replaced goods are borne by the seller.
4. Resolution Deadline
The complaint will be resolved no later than 30 calendar days from the date of filing, unless the seller and buyer agree on a longer period. The buyer will be informed of the result by email.
5. Resolution Method
- Repair: If possible, the defect will be removed by repair
- Replacement: If repair is not possible, the goods will be replaced with new ones
- Discount: If the buyer agrees, a reasonable discount may be provided
- Refund: If the defect cannot be removed nor the goods replaced
6. Complaint Not Accepted
A complaint will not be accepted if:
- The defect was caused by improper use or maintenance
- Mechanical damage caused by the user
- Normal wear and tear corresponding to the duration and intensity of use
- The defect was caused by intervention of an unauthorized person
- The goods were used contrary to the manufacturer’s instructions
7. Manufacturer and Service
All Flysurfer products are manufactured by Skywalk GmbH & Co. KG (Marquartstein, Germany). For more complex complaints, the goods may be sent directly to the manufacturer for assessment. In such cases, the complaint resolution period may be extended.
Flysurfer offers its own Repair Service — repairs of kites, bars and other equipment. More information at flysurfer.com/service/repair.
Last updated: March 2026