Returnsand refunds.
Every deck is printed to order with your design, and that changes how returns work. Here it is without the runaround: what cannot be returned, what always gets refunded, and how to ask.
A made-to-order deck cannot be returned
Your deck does not exist until you order it: it is printed with the design you made, for you, and it cannot be sold to anyone else. That places it outside the fourteen-day right of withdrawal, under the exemption for goods made to the consumer's own specifications (article 103.c of the Spanish consumer protection act, and article 16.c of Directive 2011/83/EU). There is no return window for a change of mind.
No returns for a change of mind does not mean no refunds. What changes is the reason, not your right to get what you paid for: if the problem is ours or the courier's, we always answer for it, because a made-to-order deck keeps the statutory guarantee of conformity even though it has no right of withdrawal.
What is not made for you does have a right of withdrawal: extras that arrive unassembled, and artist decks, which are sold exactly as their artist designed them. The time limit and how to exercise it are set out in the terms and conditions: Terms and conditions of sale and use
When we refund you
In these cases we refund you in full or reprint the deck at no cost. You choose, except when reprinting it is not possible:
- The deck arrives damaged, broken, or with marked wood.
- The print does not match the design you sent: cropping, position, orientation, or a visible printing fault.
- A different size arrives from the one you ordered.
- It does not arrive. If the parcel is lost in transit, that is our problem and not yours.
- We cannot produce it. If your design cannot be printed, we cancel the order and refund you in full without you having to ask.
- The address was outside the shipping area. We ship to Spain and almost all of the European Union; if an order from elsewhere, or from an excluded territory such as the Canary Islands, gets through, we cancel it and refund it in full, shipping included.
We do not ask you to send a faulty deck back: it carries your design, we cannot resell it, and making you queue at a courier office fixes nothing. If we ever did need it back, we pay the postage.
How to request a refund
It starts with an email. There is no form and no case number you have to dig up from anywhere.
- Email us at skateboardpersonalizado@gmail.com as soon as you see it, with your order number and a photo of the deck exactly as it reached you. If the order never arrived, tell us anyway — no photo needed for that.
- We reply by email confirming what you chose, reprint or refund, and by when. If we need anything else to process it, we ask you there.
- The money goes back to the same payment method you paid with. We do not issue vouchers or store credit instead.
- Once we release the refund, your bank takes 5 to 10 business days to show it in your account. That stretch is the bank's, not ours.
- We charge you nothing for a refund: no handling fee, no return postage, no restocking cut. If you used creator credit on the order, it goes back to your balance.
If you would rather talk, call us on +34 973 24 06 16. We handle it the same way, but send an email too, so there is a record for both of us.
Cancelling an order
You can cancel while your deck has not gone into printing. Once it has, you cannot: it comes off the press with your design on it and cannot be sold to anyone else.
Printing starts shortly after the payment lands, and the whole deck leaves the workshop within 72 hours. Count on a margin of hours, not days: email us at skateboardpersonalizado@gmail.com with your order number as soon as you can.
If printing has not started, we cancel and refund you in full to the same payment method. If it has, we tell you plainly and we charge you nothing further.
Changing the design on an order means cancelling it and placing a new one. We cannot edit a deck that is already in the queue.
Payment
Your payment is encrypted. We do not store your card details.
Payments are processed through Stripe. Refunds go out the same way the payment came in, against the original charge.
If you disagree with us
Email us before you go to your bank. A chargeback takes weeks and is settled by someone who has never seen your deck; we can reprint it or refund you the same day. If we still cannot agree, you can ask us for the official Spanish complaint form (hoja de reclamación) or go to the consumer authorities of your autonomous community in Spain or, if you live in another European Union country, to those of your country.
Who sells this
- Seller
- Surf Devils S.L.
- Tax ID (NIF)
- B25473422
- Address
- C/ Dr. Combelles 27, 25003 Lleida
- Country
- Spain
- Phone
- +34 973 24 06 16