Purpose and Scope of Application
This Policy governs the conditions of return, exchange, withdrawal, and warranty applicable to purchases made through the website owned by URKABIA, S.L. (hereinafter, “URKABIA”), in accordance with:
- Royal Legislative Decree 1/2007, on the Protection of Consumers and Users (LGDCU).
- Law 34/2002, on Information Society Services and Electronic Commerce (LSSI-CE).
- Other applicable civil and commercial regulations.
This Policy shall apply exclusively where the purchaser qualifies as a consumer or user.
URKABIA also carries out sales to companies, tour operators, resorts, and professionals. In such cases, the transactions shall be considered B2B in nature, the statutory right of withdrawal shall not apply, and the relationship shall be governed by the specific contractual conditions agreed between the parties.
Nature of the Products Marketed
URKABIA markets specialized technological leisure and recreational mobility products, among others:
- eFoils and electric boards.
- Water bikes.
- Electric underwater scooters.
- Urban recreational mobility equipment.
- Light boats and electric propulsion devices.
- High-value technical equipment.
Most equipment is supplied upon order to the manufacturer, and no permanent stock is maintained.
Customers may typically select specific configurations such as:
- Model.
- Size.
- Color.
- Technical versions or optional equipment.
Products are generally shipped configured or calibrated according to the manufacturer’s specifications. Where additional adjustments are required, manuals and assembly and maintenance tutorials are provided.
Due to their technical nature:
- They are high-value goods.
- They depreciate immediately once used in water.
- They cannot be resold as new once used.
- They may contain batteries or electrical components subject to specific transport regulations.
Right of Withdrawal (Online B2C Purchases)
For distance purchases made by consumers, the customer has a period of 14 calendar days from receipt of the product to exercise the right of withdrawal without the need for justification.
Withdrawal must be communicated by means of an unequivocal declaration to: info@urkabia.com
Indicating:
- Order number.
- Product purchased.
- Contact details.
No demonstrations, trials, or rentals are carried out prior to delivery.
The exercise of the right of withdrawal shall not entail any penalty, without prejudice to the provisions relating to depreciation resulting from improper use.
Conditions for Acceptance of Returns
For a return to be accepted, the product must be in a condition that allows it to be marketed as new.
In particular:
- It must not have been used in water or in an outdoor environment.
- It must not show signs of moisture, sand, impacts, or wear.
- It must not have been activated beyond mere verification.
- It must retain its complete original packaging.
- It must include all accessories, batteries, chargers, manuals, and protective elements.
Technical Verification of Condition
All returned products will undergo a specialized technical inspection to verify their condition.
The inspection will consist of:
- Checking battery hours in motorized equipment.
- Verification of any electronic usage records.
- Specialized technical review of non-motorized equipment.
- Visual and functional inspection of the entire unit.
The inspection will be carried out by:
- Specialized technicians of URKABIA, or
- Technicians of the corresponding manufacturer, where applicable.
Use and Depreciation
In accordance with Article 108 LGDCU, the consumer shall be responsible for any decrease in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, or functioning.
Use of the product in water or under real recreational conditions implies objective depreciation.
In such cases, URKABIA may:
- Apply a proportional reduction to the amount to be refunded, or
- Reject the return where the product can no longer be marketed as new.
Situations Excluded from the Right of Withdrawal
In accordance with Article 103 LGDCU, the right of withdrawal shall not apply in the following cases:
- Products supplied upon order to the manufacturer.
- Equipment with specific configuration choices (model, size, color, or others).
- Products prepared individually in accordance with the customer’s specifications.
- Goods activated or used beyond mere verification.
- Products which, for technical or safety reasons, cannot be reintroduced into the market as new.
The exclusion shall apply only where the legal requirements set out in the applicable regulations are met.
Return Procedure
The customer must:
- Request the return in writing at info@urkabia.com.
- Await confirmation and logistical instructions.
- Not send the product without prior authorization.
Collection may be organized by:
- URKABIA, or
- The manufacturer, particularly in cases related to warranty.
For ground transport, specialized carriers suitable for the volume and characteristics of the equipment are used.
For air transport, DHL is used, in compliance with applicable regulations governing the shipment of battery-powered devices.
The product must be sent properly packaged and protected against damage.
Return Costs
Where the return is not attributable to URKABIA:
- The customer shall bear the actual transport costs,
- including technical packaging, handling, and insurance.
URKABIA may offer collection managed directly, passing on the actual cost of the service.
Given that the equipment is bulky and technical in nature, there are no standard logistics rates, varying depending on weight, volume, and destination.
Refund
The refund shall be made:
- After receipt of the product.
- After technical verification of its condition.
- Once the absence of improper use or significant depreciation has been confirmed.
Certification of condition may be carried out by the manufacturer or by specialized technicians.
URKABIA may withhold the refund until the product has been inspected, in accordance with Article 107 LGDCU.
The refund will be made using the same payment method used for the purchase.
Legal Warranty
All products are covered by a 3-year legal warranty against manufacturing defects.
The warranty is managed by URKABIA, although repair or technical review may depend on the corresponding manufacturer.
In the case of Schiller Bikes, URKABIA acts as the authorized technical service in Spain.
The following shall not be considered defects covered by the warranty:
- Damage resulting from improper use.
- Incorrect exposure to water.
- Impacts or improper transport.
- Lack of maintenance in accordance with the manual.
Damage During Transport
The customer must inspect the product at the time of delivery.
Any visible damage must be noted on the carrier’s delivery receipt.
URKABIA does not take out mandatory transport insurance but requires that, in the event of a claim, adequate coverage for logistical damage exists.
Failure to record such damage may prevent the processing of the claim.
Product Exchanges
URKABIA does not carry out direct exchanges.
If the customer wishes to purchase a different product, they must:
- Process the return in accordance with this Policy.
- Place a new order.
Customer Service
For any queries related to returns, incidents, or warranty: info@urkabia.com