Terms of service

Harlem Kitesurfing B.V.

Consumer Terms and Conditions

November 2025

[DOWNLOAD TERMS & CONDITIONS HERE]

Who we are

We’re Harlem Kitesurfing B.V. We’re riders at heart — designing, building, and shipping gear that makes every session count. When you buy from us, you’re dealing directly with Harlem HQ in the Netherlands.

Why this document?

This document contains all the terms and conditions that apply to every offer, order, and delivery from Harlem Kitesurfing B.V. (“Harlem”, “we”, or “us”) to you (“the Customer”). We wrote it so that you know how we do business. By placing an order, you agree to these terms — simple as that. If we ever make an exception, we’ll confirm it in writing (usually by email).

Orders & Cancellations

All our offers and quotes are made in good faith, but they’re not binding unless we say otherwise. Your order becomes official once we confirm it in writing (usually by email). We might occasionally need to decline an order — we’ll always try to be fair about it, but we don’t have to give a reason.

Need to make a change or cancel your order? No worries — just let us know within 1 hours[SS1] [Wd2]  after placing it by calling or messaging us on WhatsApp at +31 6 251 24 344. After 1 hours, we might already be packing your gear, so changes or cancellations may not be possible. If that happens, you can still return the product following our return policy. Please note that our phone support is available during business hours only: Monday to Friday, 09:00–17:00. If you place an order outside these hours and notice a mistake, simply send us a WhatsApp message or an email. We will take care of it first thing on the next business day.

Entered the wrong address? Same deal — reach out within 1 hours so we can fix it before it ships. Once it’s on its way, we can’t guarantee we can reroute it, and Harlem isn’t responsible for lost packages caused by incorrect addresses.

Custom or made-to-order gear (like personalised designs) can be changed or cancelled only within 24 hours after ordering — after that, it’s already in production and can’t be stopped.

Prices & Payment

All prices are in euros (EUR) and normally include VAT, unless your order is shipped to a non-EU destination. If your order is shipped outside the EU, you may be charged import duties by your local customs office. Just a heads-up!

Prices can change now and then, but once you’ve placed and confirmed an order, that price is locked in for you.

We usually ask for full payment before we ship unless we’ve agreed something different in writing.  

VAT Refund

If you have your gear delivered to an address in the EU and export it within 3 months (in unused form) to your country of residence outside the EU, you may be entitled to a VAT refund. The rules vary per EU country, so you’ll need to make sure to check these carefully. If you export through The Netherlands, the steps to be taken are the following:

·  You place your order with a shipping address in The Netherlands, but with your residence and billing address (which should be outside the EU). You should add a note to your order at check-out mentioning that the products will be exported within 3 months – so we know what’s coming! 

·       Before leaving, you’ll need to take your gear to a Dutch customs office where it will be checked and your (digital) invoice will be stamped.

·     You send the (digitally) stamped invoice to us, together with your IBAN/SWIFT bank account details. Stamped order confirmations or other documents cannot be used.

·       When we receive your VAT-refund request and everything checks out we will transfer the VAT-amount to you.

And now for the fine print — the not-so-fun but important stuff about VAT refunds:

·       If you’re taking your new Harlem gear out of the EU through a country other than The Netherlands, it’s up to you to follow that country’s customs process and make sure the right forms and documents are stamped.

Harlem Kitesurfing can’t fill out customs forms or chase stamps for you — that part’s your responsibility.

·       We can only issue a VAT refund if the required steps have been followed correctly and all documents or stamps are submitted.

·       No refund will be given if the process isn’t completed, or if it looks like the gear hasn’t left or won’t actually leave the EU.

·       Our VAT refund option is a service, not a right — we’ll always do our best to support you with the refund process, but we can only issue a refund when all legal and customs requirements are met.

·    When you arrive back home, you’re also responsible for declaring your gear to customs in your own country.

Delivery

If your gear is in stock and you order before 13:00 CET on a working day, we’ll usually ship it the same day. Orders after that go out the next working day.

Ownership of the products transfers to you once your order is handed over to our carrier, but Harlem remains responsible for loss or damage until the gear is delivered to you (or someone you’ve authorised to receive it). We’ll arrange shipping and insurance, but you’ll have to pay for that, unless specified otherwise. If you live outside the EU, you’ll also have to pay for custom duties.

Once your order leaves Harlem HQ, our carrier takes over the transport. Estimated delivery times can be found on our website. Be aware that these times are estimates and beyond our control.

If your package arrives damaged, don’t sign for it — let the driver know and contact us right away. If you already accepted it, please take photos before and while opening the box in case something is damaged. If that’s the case, let us know immediately and send us those photos. We need them to file a claim and to sort things out with you.

If a delivery can’t be completed and comes back to us, we’ll treat it as a return and refund your order value (minus shipping costs).

Returns

Changed your mind? No problem. You’ve got 30 days from receiving your order to send it back — that’s your right under EU law. Just make sure the gear is unused, clean, with all tags and packaging still intact. Return shipping costs are on you unless we’ve agreed otherwise. You can start your return easily via the instructions on our website.

Custom-made gear (like a personalised kite or board) is made especially for you and can only be returned if it’s defective under warranty.

Maintenance

We want you to enjoy your gear for a long time. Here are a few tips to keep it in top shape:

·       Before you pump your kite for the first time, be sure to unfold it completely – this keeps the bladders from twisting or getting tangled.

·       After contact with saltwater or freshwater let it dry and don't pack the gear wet. If you have to pack up with wet gear, make sure to unpack and dry the gear within 1-2 hours to prevent any degradation of the materials. Failure to do so can have a dramatic effect on the lifespan of your valuable gear!

·       The gear should not be left lying on the beach/shore in the wind and/or sun for extended periods. Despite the applied UV-protective coating, prolonged exposure to UV radiation may damage the material, and flapping of the canopy in the wind while not in use can cause accelerated wear;

·       Metal parts should be rinsed with fresh water and dried to prevent excessive wear and oxidation, and lubricated when needed.

·       Damaged gear must be repaired immediately. If you have any doubts about the quality of your gear, check and repair it at your local shop or contact us directly. 

Warranty

All Harlem gear is built to last. Still, if something’s not right, we’ve got your back with a 24‑month warranty against manufacturing defects on new products bought from our website or an official Harlem dealer. This warranty doesn’t cover damage from normal use, accidents, sunlight, salt, wear and tear – basically anything outside factory defects – or gear used for lessons or rentals.

If you think your product has a manufacturing fault, let us know within 2 years from purchase. We’ll check it out and decide whether to repair, replace, or refund it — whatever makes the most sense. You can start a warranty claim right from our website. If the issue isn’t covered but we can fix it, we’ll let you know the cost and only go ahead once you approve.

Repairs

We know stuff happens — even to the best riders. That’s why we offer repairs for most Harlem gear. You can start a repair request easily through our website. Repair and shipping costs are usually on you, unless the issue is covered by warranty. We’ll always confirm the costs before we start, and we’ll also check whether we can recommend a good local repair shop in your area so you can save on shipping costs. 

Customised Products

Want your own style on your gear? We’ve got you. Harlem lets you design your own artwork on kites, boards, or other products. When you create a custom design with us, you agree to follow our Consumer Terms and Conditions and Privacy Policy. You’re also agreeing to a few important extra points that apply to customized products:

·       Colours on screen can look slightly different once printed — we do our best to make them match real life.

·       Please only upload designs, images, or logos you have the rights to use. By sending them to us, you confirm they’re yours or you have permission. 

·       You can’t show off with a customized design we’ve made for you until you have paid for it – after that, show it to whoever you want!

·       We usually make multiple versions of a design, but you’ll only get to keep one (unless of course you buy the other design(s) as well!)

·       We are allowed to show off your custom design on our social channels (just to inspire other riders). Don’t worry — we won’t use it for sales promos without checking with you first. 

·       When designing a customized product, you’ll likely create something that is a combination of our design elements and yours. That’s great, but remember that we’ll remain the owner of the Harlem specific design elements.

·       Last but not least: don’t use Harlem’s platform to make or upload designs that are offensive, violent, or harmful — that’s not our vibe.

Liability

We want you to love our gear and use it safely. But kitesurfing is an extreme sport — by using our products, you accept the risks that come with it.

Harlem isn’t liable for indirect or consequential damages. If something does go wrong on our end, our liability is limited to the amount you paid for your order. These limits don’t affect your rights as a consumer under mandatory law 

Force Majeure

Sometimes life throws things our way that no one can control — storms, strikes, pandemics, factory issues, you name it. If that happens, we might have to pause or cancel an order. We’ll always try to find a fair solution, but we’re not responsible for delays or issues caused by these kinds of events.

Privacy

We take your privacy seriously. We only use your personal data to process your order, improve your experience, and keep you up to date — always following GDPR rules. You can read how we handle your data in our Privacy Policy on our website.

And finally (you nearly made it)…

These terms are governed by Dutch law. If a dispute ever pops up, it’ll go to the court near our home base in Haarlem — unless the law says otherwise. We’re confident it won’t come to that though — we’d rather solve things together like decent humans.