Refund policy

1. No Refunds for Change of Mind

We do not offer refunds or exchanges if you simply change your mind or decide that the product does not suit your needs after purchase. Please ensure that the item meets your requirements before completing your order.

2. Limited Refunds for Defective or Damaged Items

Refunds are only available for items that are defective upon arrival or if they arrive damaged due to shipping. If you believe the item is defective or damaged, you must contact us at shop@emsyachting.com within 3 days of receipt, providing evidence of the defect or damage (including photos).

Once we receive and inspect the item, we will determine whether it qualifies for a refund. Refunds will only be issued if the defect or damage was not caused by misuse, improper handling, or inadequate packaging.

3. Strict Return Conditions

In cases where a return is approved due to defects or damages, the following conditions must be met for the refund to be processed:

  • Items must be returned in their original packaging with all accessories and documents.
  • The item must be in unused condition (except for inspection to establish its defect).
  • Freight costs for returns are the responsibility of the customer unless the item was defective upon delivery.

We reserve the right to refuse any refund or replacement if these conditions are not strictly followed.

4. No Refunds for Incorrect Orders

If you receive the incorrect item, we will offer to send the correct item upon return of the original item. However, we do not offer refunds for incorrect orders unless we are unable to provide the correct item within a reasonable time. All return shipping costs are the responsibility of the customer unless it is determined that the error was on our part.

5. No Refunds for Non-EU Customers

For customers residing outside of the European Union, all sales are final. No refunds or returns will be accepted unless the item is defective upon arrival, in which case the conditions under section 2 (Limited Refunds for Defective or Damaged Items) apply.

6. No Refunds for Shipping Costs

Shipping costs, including both original shipping and return shipping, are non-refundable under any circumstances, unless required by law. Customers are responsible for all return shipping costs in the case of approved returns.

7. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:

  • Items that have been used, installed, or show signs of wear.
  • Items that have been damaged due to improper use, handling, or packaging during return shipment.
  • Items returned without prior approval or without the original packaging.
  • Freight items, except in cases where they arrive damaged or defective.
  • Custom or special-order items.
    Note: For products made to customer specifications or tailored to individual needs, there is no right of withdrawal. If the customer still requests a cancellation, the rules from section 9 apply.

8. Refund Process

If a refund is approved under the restricted conditions mentioned above, it will be processed within 14 days after the item is received and inspected. Refunds will be issued using the original method of payment, and no alternative refund methods will be offered.

9. Cancellations by Business Customers (B2B)

If a business customer (as defined in §14 BGB) cancels a confirmed order partially or fully after we have issued an order confirmation and where no legal right of withdrawal exists, we reserve the right to charge a lump-sum compensation of 30% of the net order value.

The customer may provide proof that we suffered no loss or only a significantly lower loss (§309 No. 5 b BGB).

Our right to claim higher actual damages remains unaffected; the lump sum will be offset against any such higher claim.