Customer Service

Everything about payment
Below you will find all information regarding payment, such as what payment methods we offer, how to arrange a VAT refund if you export your products outside the EU or how to redeem a Kitemana Gift Card. If you can't find the answer to your question, please check the FAQ or contact us.

• Payment methods

  The available payment methods vary by country. In the check-out you will see the available payment methods after choosing the delivery country. Your order will be shipped after we have received your payment.
  
  In the Kitemana Megastore you have the following choices for payment method: cash, pin, credit card (AMEX, VISA, Mastercard), Kitemana Gift Card or Sports Gift Card.

• VAT and Price Display inside and outside EU
  • Prices on our website within the EU are displayed including VAT.
  • Prices on our website outside the EU are displayed excluding VAT. Thus, for customers from non-EU countries (e.g. Switzerland, England, Norway, United States and Japan), VAT is automatically deducted from the total price. Please note that VAT of delivery country + import taxes will be charged to you by UPS before delivery via a payment link in the tracking. So keep a eye out on your tracking.
  • The correct display of prices on the website are determined by the delivery country. In the header you can change the delivery country to see the price in the right currency and VAT display. Price displays in currencies other than Euro are updated daily to the recent exchange rate. The final settlement is always in Euros.

  CAUTION: Always inform yourself well to avoid unexpected import costs. It is not possible for us to keep track of all customs regulations around the world. Kitemana is not responsible for additional VAT, import and customs fees.

• VAT refund when exporting products outside the EU

  Do you live outside the European Union and buy a product from Kitemana that you personally take with you to a country outside the EU? Under certain conditions, you may be eligible to reclaim the VAT you paid.

  Please note: the procedure depends on the EU country in which your order was delivered and the country from which you leave the European Union.

  Conditions to qualify for a VAT refund through Kitemana:

  • The invoice value including VAT is € 150,- or more;
  • Your order is delivered within the EU;
  • You can prove that you live outside the EU;
  • Your billing address is your residential address outside the EU;
  • You personally take the products outside the EU;
  • You export the products within 3 months of purchase;
  • You follow the correct customs procedure when leaving the EU;
  • When the Dutch digital procedure does not apply, you must obtain a physical customs stamp on the original Kitemana invoice.

  Order delivered in an EU country outside the Netherlands

  If your Kitemana order is delivered in Belgium, Germany, France, Spain or another EU country, and you personally take the products outside the European Union, you must have the original Kitemana invoice physically stamped by customs when leaving the EU.

  Take both the original invoice and the purchased products with you when you leave the European Union.

  For a VAT refund processed directly by Kitemana, we cannot work with national digital VAT refund systems such as DIVA in Spain or PABLO in France. These are national digital systems and cannot be used by Kitemana to process your VAT refund.

  Therefore, if you want the VAT refund to be processed directly by Kitemana, make sure customs places a physical customs stamp on your original Kitemana invoice.

  If customs does not provide a physical stamp, Kitemana cannot process the VAT refund directly.

  Order delivered in another EU country, but departure from the Netherlands

  Was your order delivered in another EU country, for example Belgium, but are you leaving the European Union through the Netherlands, for example via Amsterdam Airport Schiphol?

  In this situation, you cannot use the NL Customs VAT-app for your Kitemana purchase. The Dutch digital VAT refund procedure only applies to eligible purchases made in the Netherlands.

  You must therefore take the original Kitemana invoice and the purchased products with you and have the original invoice physically stamped by customs when leaving the EU.

  Without a physical customs stamp on the original invoice, Kitemana cannot process the VAT refund directly.

  Product purchased or delivered in the Netherlands and departure from the Netherlands

  Did you purchase or collect your products from Kitemana in the Netherlands, or was your order delivered by Kitemana to an address in the Netherlands? And are you leaving the European Union from the Netherlands, for example via Amsterdam Airport Schiphol?

  In that case, the Dutch digital VAT refund procedure applies.

  For Dutch purchases that are exported from the Netherlands, the purchase must be digitally registered with Dutch Customs. A paper invoice with a customs stamp is no longer used for this procedure.

  For the VAT refund through Kitemana, you can use the official NL Customs VAT-app from Dutch Customs. More information about the app can be found here.

  How does the Dutch procedure work?

  • When purchasing in our store, let us know that you would like to use the VAT refund procedure;
  • If you place an online order, contact us by email or WhatsApp after placing your order if you want to use the VAT refund procedure;
  • Kitemana digitally registers the purchase with Dutch Customs;
  • Download the NL Customs VAT-app before departure;
  • Register yourself in the app using your passport;
  • Once Kitemana has registered the purchase, it will become visible in the app;
  • When you arrive at the Dutch airport or port from which you are leaving the EU, request export validation through the app;
  • Make sure Bluetooth and Location Services are enabled on your phone;
  • If the app indicates that an additional customs check is required, report to Customs with the purchased products;
  • After successful digital validation, your VAT refund can be processed.

  More information about the complete Dutch procedure can be found here.

  Download the NL Customs VAT-app:

  • For iPhone and iPad: download via the Apple App Store.
  • For Android: download via Google Play.

  Leaving the EU from another country

  Are you leaving the European Union from a country other than the Netherlands, for example Belgium, Germany, France or Spain?

  If you want the VAT refund to be processed directly by Kitemana, take the original Kitemana invoice and the purchased products with you and ask customs to physically stamp the original invoice when you leave the EU.

  Please note that some countries use their own digital VAT refund systems. Kitemana cannot process VAT refunds based on national digital systems such as DIVA or PABLO.

  For a VAT refund directly through Kitemana, a physical customs stamp on the original Kitemana invoice is required.

  If customs does not provide a physical stamp, we cannot process the VAT refund directly through Kitemana. Always inform yourself before travelling about the customs procedure at your point of departure.

  How can you arrange a VAT refund directly through Kitemana?

  The required proof depends on whether the Dutch digital procedure applies.

  For purchases covered by the Dutch digital procedure:

  • We require successful digital validation of the export through the Dutch Customs procedure.

  For all other purchases:

  • We require the original Kitemana invoice with a valid physical customs stamp;
  • Where applicable, we may also require a copy of your passport.

  If an original customs-stamped invoice is required, please send it to:

  Kitemana VAT
  Keyserswey 67
  2201 CX Noordwijk
  The Netherlands

  Once all conditions have been met and we have received the required documentation, we aim to process your refund within 14 business days.

  The refund will be issued to the card or payment method used for the original purchase.

  VAT refund through VATFREE.com

  Would you prefer to use a VAT refund form instead of arranging the VAT refund directly through Kitemana? For eligible purchases outside the Dutch digital procedure, you can choose to arrange your VAT refund through VATFREE.com.

  In that case, you use the VATFREE.com VAT refund form and follow their instructions regarding registration, customs validation and the further processing of your refund.

  You can download the VATFREE.com document here.

  Please note: if you choose VATFREE.com, the VAT refund is handled directly through VATFREE.com and not through Kitemana. VATFREE.com's terms, conditions and applicable service fees apply.

  Kitemana is not responsible for the processing, conditions, fees or final refund when you choose to use VATFREE.com.

  IMPORTANT:

  • Only if all applicable conditions are met, can Kitemana provide a VAT refund as a service as described above. No rights can be derived from this service.
  • The responsibility for correctly following the customs procedure lies with the customer, not with Kitemana. If the export has not been correctly validated, we cannot process the VAT refund. Always check which rules apply to your situation before travelling.
  • For purchases made in the Netherlands and exported from the Netherlands under the Dutch digital procedure, the purchase must be digitally registered and the export must be successfully validated digitally.
  • In all other cases, a VAT refund processed directly by Kitemana requires an original Kitemana invoice with a valid physical customs stamp.
  • Digital validations through national systems such as DIVA or PABLO cannot be processed by Kitemana.
  • Stamped order confirmations, packing slips or other documents cannot be processed. The customs stamp must be on the original Kitemana invoice.
  • We cannot accept scans, photographs or copies of a customs-stamped invoice. The original paper invoice must be sent to Kitemana.
  • If customs does not provide a physical customs stamp where one is required, Kitemana cannot process the VAT refund directly.
  • If you choose VATFREE.com, the refund is processed by VATFREE.com and their terms, conditions and fees apply.
  • Refunds processed directly by Kitemana will be issued to the card or payment method used for the original purchase.

  We have listed some important websites for you below:

  • Information about VAT refunds and the Dutch procedure can be found here.
  • Information about the NL Customs VAT-app can be found here.
  • General tax and customs rules in Europe can be found here.
  • For Spain, find the rules here.
  • For France, find the rules here.
  • Inform yourself well about the rules that apply to your specific situation!
• Lowest price guarantee

  At Kitemana, you can be sure you'll never pay too much. Every day we check the market prices of kites, boards and accessories. If prices are lower somewhere else, we will adjust our prices on the spot. Kitemana offers a daily best price guarantee.

  Accidentally seen a product for a better price? Send us a message with proof of the offer, and we'll consider matching the price.

  Conditions for the best price guarantee:
  - The product must be completely comparable. So brand, product, type, etc. must match exactly.
  - Second-hand products are excluded.
  - The (web) store has a mention of Chamber of Commerce and/or VAT number.
  - The product must be immediately available at the competition.
  - The product must be supplied with equal terms of delivery.
  - Indicate where you came across this product and for what price.
  - A price match does not apply in retrospection. So after having placed your order, no claim can be made on this arrangement.
  

• Kitemana Gift Card

  How can I redeem a Kitemana Gift Card?
  Your friends have taste! You have received a Kitemana Gift Card and you want to use it with your next purchase. Please read below how you can redeem your Gift Card.
  
  

  • The code on the card can be redeemed both online and in our Megastore in Noordwijk.
  • Online you do this by entering the code in the CHECK-OUT at the Payment option in the activation code field.
  • Enter the code and activate it with the button. The amount will now be deducted from your purchase.
  • Should the value of the gift certificate not be fully spent on your purchase, the outstanding amount will remain valid on the card.

  

  Conditions
  
  • A Gift Card is valid for 2 years;
  • A Gift Card is not redeemable for cash;
  • A Gift Card cannot be returned;
  • The value of the Gift Card will be deducted from the outstanding invoice and does not relate to a specific offer or item.

  PLEASE NOTE: A Gift Card is redeemed when you end up in the CHECK-OUT at Payment. A discount code, on the other hand, you enter before you Continue Ordering.

  Where can I order a Kitemana Gift Card online?
  Want to surprise someone with a Kitemana Gift Card? You are a good mate! Order your Gift Card here.

• Kitemana Discount Codes

  Kitemana regularly issues a discount code for temporary deals.

  These discount codes are announced through the website, newsletters and social media. Don't want to miss any promotions? Then join our newsletter here and follow us on social media!

  
  
  

  
  How do I activate a discount code?

  • The discount code can be used online or in our Megastore in Noordwijk.
  • Online you can enter the discount code in the CHECK-OUT. If you click on Discount Code you will get an input field.
  • Enter the code and activate it with the button. The discount amount will now be deducted from the specific product.

  

  Conditions:
  
  • Discount codes are valid temporarily;
  • Discount codes often apply to specific products;
  • Discount codes may depend on the country;
  • Discount codes are usually standalone and cannot be used together with other discount codes;
  • Discount codes may be unique to 1 person.

Frequently Asked Questions
We've listed our answers to the most frequently asked questions for you below. Is your question not answered? Please contact our Customer Service. We are available from Mon-Fri between 08.30 - 17.00 for all your questions via email, WhatsApp or phone: +31 (0) 71 40 811 54.

• My payment did not succeed. What can I do?

  If you still want the product and it is also still available, you can simply place a new order. We will automatically cancel the previous order.
  
  - If you pay by credit card and your order value is high, there may be a limit (for your own security) on the amount you can spend at once. You can often easily change this by contacting the credit card company or in your bank's App.
  
  - If you are paying by credit card from a country outside of Europe, the transaction may not be completed (for security reasons). Make sure you are allowed to make payments in Europe. You can easily change this by contacting the credit card company or in your bank's App.
  

• Can I order for business at Kitemana?

  Yes, you surely can.
  
  1. As a business customer in the Netherlands, you can fill in the invoice details with your company name during the payment process. You can reclaim the VAT through the local tax authority, called the Belastingdienst.
  

  2. As a business customer outside the Netherlands, you can order on the basis of a intra-community supply of goods without VAT. Read more about the conditions on the latter website.
  
  If you want, we can register a business account for you. Please follow the procedure below:

  1. Send us an email from your business email (i.e. no Gmail, Hotmail, Outlook, etc.) containing:
     1. - a VAT-number;
     2. - Chamber of Commerce number;
     3. - Company name;
     4. - Business address.
  2. We will then verify your business details. If everything is correct, we link back to you so you can order VAT-free from our webshop.
• What currency can I pay with?

  All payments are processed in Euros. Please select your own currency on our website, so that you know well what the final cost will be. The currency rate is updated once a day to the current day rate. So you may see small differences per day. At the moment of payment your currency will be converted back to Euros and you will see the amount in Euros that will eventually be paid to us.

• How quickly will I be refunded after returning?

  If you return a product to us, the return and refund will be processed within 7 business days. The refund will be made to the same account number, credit card or PayPal account with which the payment was made. Depending on the payment method, it may take a few days before the money is visible in your bank account again.

• What does 'VAT FREE' or 'EX VAT' mean?

  VAT stands for Value Added Tax, also known as 'sales tax' in the US. VAT FREE or EX. VAT means that orders are shipped to the delivery country exclusive of VAT. This is only possible to countries outside the EU. The price is 100% for the order.
  
  A country can charge import tax and/or import fees on the order amount. This is calculated on the order amount. Make sure you are aware of the local tax regulations if you have an order delivered outside the EU. We have worked this out for a number of countries. Check our Delivery page, in the table if you select the country.

• How is my payment secured?

  All online payments are processed by Adyen and ING Bank. Online payment details are transmitted directly to the payment platform via a secure Secure Socket Layer connection (SSL). Once the payment is approved, Kitemana receives a notification that the payment has been processed. The order is then shipped by Kitemana to the specified address.

  If you choose to pay by credit card, the terms and conditions of the specific card issuer apply. Kitemana is not a party in the relationship between you and the card issuer.

• How do I pay with a Sports Gift Card?

  - Pay in the Megastore: hand over your Sports Gift Card at checkout, the amount on your Sports Gift Card will be deducted from your total amount. If necessary, you can pay off the remaining amount in another way.
  
  - Online payment: in the checkout, choose Sports Gift Card as payment method. Enter your card number and security code and the amount on your gift card will be deducted from the total amount. The remaining amount can now be paid in another way, for example with iDeal.