Refund and Returns Policy

Return and Refund Policy

Effective Date: 01 / 01 /2025

At Seawave Marine, we aim to ensure customer satisfaction with every purchase. If you’re not completely satisfied with your order, this policy outlines your rights and our processes for returns and refunds, in compliance with German eCommerce regulations and the EU ODR platform Consumer Rights Directive.

1. Right of Withdrawal (14-Day Cooling-Off Period)

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period begins on the day you or a designated third party (other than the carrier) receives the goods.

How to Exercise Your Right of Withdrawal

To exercise your right, please notify us in writing using the contact details below:
Seawave Marine
Achtern Sand 17 a, 22559 Hamburg, Germany
Email: sales@seawavemarine.de
Phone: +49 173 4592342

You may use the withdrawal form provided at the end of this policy, though it is not mandatory.

Effects of Withdrawal

If you withdraw from the purchase:

• We will refund all payments received from you, including the standard delivery costs (excluding any additional costs for express or upgraded shipping).
• Refunds will be processed within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the returned goods or proof of return.

2. Return Conditions

To be eligible for a return:

• Goods must be unused, undamaged, and in their original packaging.
• Returns must include all original accessories, manuals, and documentation.

Non-Returnable Items:
The following items are not eligible for returns:

• Custom-made or personalized products.
• Goods explicitly marked as non-returnable at the time of purchase.
• Items damaged due to misuse, improper handling, or unauthorized modifications.

3. Return Process

To initiate a return:

1. Contact us at sales@seawavemarine.de or call +49 1633 510593 with your order details.
2. Our team will provide return instructions and a return authorization number.
3. Pack the items securely to prevent damage during transit.
4. Ship the items to the address provided in the return instructions.

Return Shipping Costs:

• Customers are responsible for return shipping costs unless the product is defective or incorrect.
• For defective or incorrect items, we will reimburse standard return shipping costs.

4. Refund Policy

Refunds are processed as follows:

• Refunds will be issued to the original payment method within 14 days of receiving the returned goods.
• If the returned item is damaged or incomplete, a deduction may be applied to the refund amount.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order.

6. Faulty or Damaged Items

If your product arrives damaged or defective:

• Notify us within 7 days of receiving the item at service@seawavemarine.de or call +49 1633 510593
• Provide detailed information and photos of the damage.
• We will arrange a replacement or repair at no additional cost, depending on the circumstances.

7. Warranty Claims

Goods purchased from Seawave Marine are covered by a 2-year statutory warranty, as required under German law, and a 5-year manufacturer warranty for select products. Warranty claims must be reported within 7 days of identifying the defect. For details, refer to our Warranty Policy.

8. Contact Information

For any questions about returns or refunds, please contact:
Seawave Marine
Achtern Sand 17 a, 22559 Hamburg, Germany
Email: sales@seawavemarine.de
Phone: +49 173 4592342

9. Sample Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To:
Seawave Marine
Achtern Sand 17 a, 22559 Hamburg, Germany
Email: sales@seawavemarine.de

I hereby withdraw from the contract of sale for the following goods:

• Order Number: ________________________
• Ordered on: ________________________
• Received on: ________________________

Name of Customer: ________________________
Address of Customer: ________________________

Signature (only if submitted on paper): ________________________
Date: ________________________

10. Shipping Information

• Order Processing: Orders placed before 3:00 PM CET on business days are dispatched the same day. Orders placed after this time or on weekends/holidays are processed on the next business day.
• Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect. Shipping costs incurred during the original purchase are non-refundable.
• Delivery Times: Standard shipping typically takes:
  • Germany: 2–5 business days
  • Europe: 5–10 business days
  • International: 10–21 business days

Lost or Damaged Shipments: If your shipment is lost or arrives damaged, notify us within 2 business days with your order number and photos of the damage (if applicable). We will assist in resolving the issue, including arranging a replacement or refund.

For more detailed shipping terms, refer to our Shipping Policy.