Refund policy

Summary

If you are a consumer in the European Union, you may cancel your order within 14 days of receiving it and return the goods for a refund, without giving a reason. A small number of items are excluded because they are made or modified for you. Business customers buy on different terms, set out at the end of this policy.

Your right of withdrawal (EU consumers)

Under EU consumer law you have 14 days from the day you receive the goods to tell us you are withdrawing from the contract. If your order arrives in more than one shipment, the 14 days run from the day you receive the last item.

To withdraw, send an unambiguous statement to info@ehs-staybent.com — your order number and the words "I am withdrawing from the contract" are enough. You may also use the model withdrawal form published by the European Commission. Simply refusing delivery or returning goods without notice is not a withdrawal.

After telling us, you have a further 14 days to send the goods back.

Refunds

We refund the full purchase price, including the standard outbound shipping cost you paid. If you chose a more expensive delivery service than our standard one, we refund the standard cost only.

We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier. Refunds are made to the original payment method. There is no fee for refunding.

Return shipping

You pay the cost of returning the goods to us, unless the goods are faulty, not as described, or we sent the wrong item — in which case we cover the return and you should contact us before sending anything back.

Use a tracked service and keep the proof of posting. Goods lost on their way back to us without tracking cannot be refunded.

Return address: Hagen Techniek B.V. (EHS StayBent returns), De Trompet 2244, 1967 DD Heemskerk, The Netherlands. Please tell us before you send anything back, so that we can confirm the address that applies to your return.

Condition of returned goods

You may inspect and try the goods as you would in a shop. You are liable for any reduction in their value caused by handling that goes beyond establishing their nature, characteristics and function, and we may deduct that reduction from your refund.

For skating equipment specifically, that means:

• Blades may be handled and offered up to a boot. Blades that have been mounted, sharpened, bent, rocked or taken onto ice cannot be returned in their original condition, and any refund will be reduced accordingly — usually to nil.
• Boots may be tried on indoors, over a sock, on a clean floor. Boots that have been heat-moulded, punched, drilled, mounted or skated in are excluded from the right of withdrawal (see below).
• Tools, jigs, benders and gauges may be unpacked and examined. Tools that show use on steel are not in resaleable condition.
• Return the item with all its packaging, accessories, documentation and hardware.

Items excluded from the right of withdrawal

The right of withdrawal does not apply to:

• Goods made to your specification or clearly personalised. This includes custom blades built to a specified bend, rocker or length, laser-engraved items, and any item ordered specially for you and not otherwise stocked.
• Boots that have been heat-moulded, punched or otherwise fitted to your foot. Heat-moulding permanently adapts the boot to one person and cannot be reversed.
• Blades that have been mounted to a boot, sharpened, bent or skated on.
• Sealed goods that are not suitable for return for reasons of health protection or hygiene, once unsealed — for example base layers and gloves worn against the skin.

We tell you before you order when an item is made to order. If you are unsure whether a planned modification will end your right of withdrawal, ask us first.

Faulty goods and legal conformity

Separately from the right of withdrawal, EU law entitles a consumer to goods that conform to the contract. If an item develops a fault that was present when it was delivered, you are entitled to have it repaired or replaced free of charge, and — where that is not possible or proportionate — to a price reduction or a refund. This right lasts for at least two years from delivery and is not affected by anything in this policy.

Normal wear is not a fault. Blades dull with use, coatings chip, and cords and belts stretch and fray; those are consumables and wear items. Damage from a crash, a fall, incorrect mounting, over-torqued hardware, corrosion from being stored wet, or from sharpening or bending carried out incorrectly, is not a manufacturing fault.

To make a claim, email info@ehs-staybent.com with your order number, a description of the fault and photographs.

Exchanges

We do not process exchanges automatically. Return the item under this policy for a refund and place a new order for the item you want. If the exchange is because of our error, contact us first and we will arrange it at our cost.

Items bought from a dealer

If you bought EHS StayBent equipment from an authorized dealer, your contract is with that dealer and your return goes to them, under their terms. We support our dealers on warranty claims; we cannot refund a purchase we did not sell.

Business customers (B2B)

This section applies instead of the sections above if you bought through a business account. The statutory right of withdrawal is a consumer right and does not apply to business purchases.

• Returns are accepted at our discretion and by prior agreement only. Contact us before returning anything; we will confirm the return window and the address that apply to your return.
• Goods must be unused, unmarked and in their original packaging, in resaleable condition.
• A restocking fee may be applied. We tell you the amount when we agree the return.
• Made-to-order goods, custom builds and special orders are not returnable.
• Return shipping is at the buyer's cost and risk.
• Any other terms agreed in your dealer or distributor agreement take precedence over this section.

Complaints

Email info@ehs-staybent.com. If we cannot resolve a complaint, EU consumers may use the European Commission's online dispute resolution platform, and may also contact their national consumer authority. Nothing in this policy limits your statutory rights.

Hagen Techniek B.V. · De Trompet 2244 · 1967 DD Heemskerk · The Netherlands · VAT NL861009812B01 · KVK 77446356