Refund policy
No Regrets Policy
At DOWN, we are convinced of the product quality we deliver. As such, we generally expect you to be satisfied upon your product purchase. Should - for any reason - you not be completely satisfied with your product, we'll make your return hassle-free and without all the red tape.
No Regrets Policy Details
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
DOWN SKIS offers a full refund within 30 days of receipt on new, unridden skis only. Products must be returned in new condition and be free from any cosmetic or mechanical damage. Skis must not be drilled, tuned or anyhow otherwise be changed. Skis must be repackaged per the instructions in the user manual and in the original DOWN SKIS packaging. Any return must include all tools and parts that came with the original shipment. Upon the arrival of returned goods to DOWN SKIS, a thorough inspection will be completed by our service staff and a refund issued accordingly. At the discretion of DOWN SKIS, adjustments to the refunded purchase amount will occur on products showing signs of wear or cosmetic damage. All sales are final on discounted skis purchased through the ski outlet page.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Cost of returns have to be covered by the customer.
To start a return, you can contact us at info@downskis.com. Please note that returns will need to be sent to the following address: O+ GMBH, c/o DOWN SKIS, Handelszentrum 16 / BT2 / EG, 5101 Bergheim, AUSTRIA or a domestic shipping address we shall provide you with.
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 info@downskis.com.
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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@downskis.com.
Refunds for Third-Party Payment Providers: Klarna
If you purchased using Klarna and are eligible for a refund, the refund will be processed via Klarna. Please allow time for Klarna to process the refund and update your payment status. For Klarna-specific questions, contact Klarna's customer service.