Refund policy

Returns, Refunds & Right of Withdrawal

Last updated: 27-nov-2025

At SailRACE we want you to buy with confidence. This policy explains how returns, refunds and the legal Right of Withdrawal are handled for orders placed on sailrace.com.

This page is a practical summary. In case of doubt or conflict, the detailed terms in our Terms & Conditions (including the Right of Withdrawal section) will prevail. sailrace.com

1. Scope of this policy

This policy applies to all orders placed on sailrace.com, whether by:

  • Consumers (private individuals), and

  • Companies / professionals (B2B customers).

By placing an order, you accept the conditions set out below.

2. Legal Right of Withdrawal (14 days – EU consumer law)

For consumers within the meaning of EU law (natural persons acting outside their trade or profession), we recognise the statutory Right of Withdrawal:

  • You have the right to withdraw from the contract within 14 days, without giving any reason.

  • The 14-day period starts when you (or a third party you designate, other than the carrier) receive the goods, in line with the detailed rules in our Terms & Conditions (single shipment, multiple consignments, regular deliveries, etc.). sailrace.com

To exercise this right, you must notify us clearly before the 14 days expire (see section 6: “How to request a return (RMA)”).

We voluntarily extend the same 14-day withdrawal period to orders placed by companies and professionals, under the conditions described in this policy.

3. SailRACE returns window (extended goodwill)

In addition to your 14-day legal Right of Withdrawal:

  • We offer an extended returns window up to 30 calendar days from the date you receive the products, subject to the conditions below and the exclusions in section 4.

Within this 30-day window:

  • Products must be unused, uninstalled, and in resaleable condition.

  • Original packaging, labels, manuals and accessories should be included as far as reasonably possible.

  • We reserve the right to inspect the goods and, where appropriate, apply a reduction if there is a loss in value due to handling beyond what is necessary to check the nature, characteristics and functioning of the goods, as permitted by law. sailrace.com

4. Products that cannot be returned (or have limitations)

Your legal Right of Withdrawal does not apply in some situations, and additional practical limitations exist for certain product categories, in line with EU rules. sailrace.com

The following items are generally non-returnable (except in case of defect, warranty or where the law requires otherwise):

  1. Custom-made or clearly personalised products, such as:

    • Special-order or project-specific kits.

    • Custom wiring looms, bespoke panels or configurations prepared to your specification.

    • Products that have been modified, cut or adapted specifically for your boat or project.

  2. Cut-to-length or made-to-measure materials, for example:

    • Rope, rigging, cable or similar materials cut to your requested length.

  3. Digital products, licences and software, including:

    • Digital cartography, chart unlock codes and downloadable maps.

    • Software licences, activation keys, subscription codes and similar items that have been delivered or activated.

  4. Sealed safety and hygiene-sensitive products, when the seal has been broken or the product has been used, such as:

    • Certain personal flotation devices (PFDs) and safety equipment where integrity and hygiene are critical.

    • Sealed items that are not suitable for return for health or hygiene reasons if the seal has been removed after delivery.

  5. Goods that spoil quickly or with very limited shelf life, where applicable.

  6. Goods that, due to their nature, become inseparably mixed with other items after delivery.

  7. Newspapers, magazines and similar publications, except for subscription contracts (where applicable).

If you are unsure whether a specific product can be returned, please contact us before placing your order or before opening/using the item.

5. Who pays for return shipping?

Unless we have made a mistake (wrong item shipped, DOA, etc.) or the law specifically requires otherwise:

  • You (the customer) are responsible for the direct costs of returning the goods. sailrace.com

Return shipping costs depend on:

  • Your location

  • Weight and size of the parcel

  • Chosen carrier and service

We can help you estimate the likely return cost based on the products and your country when you request an RMA (see next section).

We recommend using a trackable and insured shipping method for returns, as you remain responsible for the goods until they reach our logistics centre.

6. How to request a return (RMA process)

Before sending back any product, you must obtain an RMA (Return Merchandise Authorization) so that we can process your return correctly and efficiently.

Step 1 – Contact us within the applicable period

Within:

  • 14 days if you are exercising your legal Right of Withdrawal, or

  • 30 days if you are using our extended returns window,

contact us using one of the following methods:

  • Email (recommended): team@sailrace.com

  • Phone: (+34) 91 203 23 00 (we may ask you to confirm details by email or in writing for traceability)

  • Postal mail (for formal notifications, if needed):

    SailRACE – INTEALIS, S.L.
    Paseo de la Castellana, 179
    28046 – Madrid
    Spain sailrace.com

Please include:

  • Your order number

  • The products you wish to return

  • Reason for the return (optional for the legal Right of Withdrawal, but helpful)

  • Condition of the products (opened/unopened, installed/not installed, used/unused)

  • Photos if there is damage or a visible defect

Step 2 – Receive your RMA and instructions

We will review your request and, if the return is accepted:

  • Issue an RMA number, and

  • Provide detailed return instructions, including:

    • Address for return (our logistics centre in Castellón)

    • Any specific information to include on the label

    • Recommended carriers or service types where helpful

Step 3 – Send the goods back

Unless otherwise agreed:

  • You must send the products to our logistics address without undue delay and no later than 14 days from the date you informed us of your decision to withdraw/return. sailrace.com

  • Returns should be sent to:

    SailRACE – INTEALIS, S.L.
    Gran Via Tarrega Monteblanco, 98
    12006 Castellon
    Spain sailrace.com

  • We strongly recommend using a trackable and insured service.

7. Condition of returned products & value reduction

To receive a full refund:

  • Products must be returned in unused, uninstalled and resaleable condition, with their original packaging and all accessories where reasonably possible.

If the goods have been used or handled beyond what is necessary to check their nature, characteristics and functioning (for example, installing equipment on board and then removing it, or missing critical parts):

  • We may deduct a reasonable amount from the refund to reflect the loss in value, as allowed by applicable law. sailrace.com

In cases of defective products, transport damage or non-conformity, this assessment will take into account applicable warranty and consumer protection rules.

8. Refunds – when and how you are reimbursed

Once we receive the returned goods or acceptable proof of shipment:

  • We will inspect the items and confirm by email that we have received your return and whether it has been approved.

  • If approved, we will process the refund without undue delay, and no later than 14 days from the date we were informed of the withdrawal, and in any case not before:

    • We have received the goods back, or

    • You have provided evidence that the goods have been sent back (whichever is earlier). sailrace.com

Unless we agree otherwise:

  • Refunds are made using the same payment method you used for the original transaction.

  • We do not charge fees for the refund itself.

Please note:

  • We refund the product price and, where legally required, the original outbound shipping cost (for example, when exercising the Right of Withdrawal on the full order).

  • We do not refund:

    • Return shipping costs paid by you;

    • Additional delivery costs for non-standard shipping (e.g. Express vs Standard) beyond the least expensive standard rate we offered at the time of purchase.

9. Defective products, wrong items or transport damage

If you receive:

  • A defective product

  • An item that is different from what you ordered

  • Goods with visible transport damage

please:

  1. Note the issue on the carrier’s delivery document whenever possible.

  2. Take clear photos of the packaging, label and product.

  3. Contact us at team@sailrace.com as soon as possible, ideally within 3–5 business days of delivery, including:

    • Your order number

    • A description of the problem

    • The photos

We will work with you to repair, replace or refund the affected items, in line with legal warranty obligations and our internal procedures.

10. B2B (company) orders

Although the statutory Right of Withdrawal is designed for consumers, SailRACE voluntarily extends the 14-day withdrawal and returns framework to company and professional customers, under the conditions of this policy.

For B2B orders, we may:

  • Handle complex or project-based returns on a case-by-case basis, and

  • Require that products are unused, uninstalled and resaleable with complete packaging.

If you are purchasing for a professional project, fleet refit or similar, we strongly recommend contacting us before ordering if you anticipate special return conditions.

11. Contact

For any question about returns, refunds or your Right of Withdrawal, you can contact us at:

SailRACE – INTEALIS, S.L.
Email: team@sailrace.com
Phone: (+34) 91 203 23 00
(Office hours in CET/CEST, Spain)

We are part of your crew and will do our best to handle your return or warranty case in a fair, clear and efficient way.