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↩ Returns and refunds

Exchanges and returns

Return policy and right of withdrawal: clear rules for consumers and businesses.

Buying as a consumer or as a business?

🧑 Consumer (private individual)

If you buy without entering a VAT number, you are protected as a consumer: you have the right of withdrawal within 14 days and the 24-month legal guarantee of conformity.

🏢 Business / Professional (with VAT)

If you buy entering VAT billing details for professional purposes, the right of withdrawal does not apply (it is a consumer-only protection). Returns for defective, wrong or non-conforming products and the warranty for defects still apply.

Right of withdrawal — 14 days (consumers)

If you are a consumer, you may withdraw from your purchase within 14 days of delivery, without giving any reason.

  • How: notify your decision by writing to info@ekospill.it, or by filling in the withdrawal form below.
  • Return: send the products back within 14 days of your notice, intact and in their packaging.
  • Return shipping costs: borne by the customer, unless otherwise agreed.
  • Refund: within 14 days of your notice, using the same payment method. We may withhold the refund until we receive the goods or proof of return shipment.

Exceptions: withdrawal does not apply to custom-made or personalized products, to sealed goods not suitable for return for hygiene reasons once opened, and in the other cases set out in art. 59 of the Italian Consumer Code.

↩ Withdraw from the contract here
How to request a return
Contact us
Write to info@ekospill.it within the return policy timeframe. Include order number and reason for return.
Authorization
Our team will verify the request and send the return authorization (RMA) with shipping instructions.
Refund or replacement
After receiving and checking the returned product, we will arrange a refund or replacement within 5-10 business days.
✓ Returns accepted
  • Defective or damaged product (report within 48h).
  • Wrong product compared to the order.
  • Product not matching the description.
  • Undelivered package (after courier verification).
✗ Returns not accepted
  • Change of mind by VAT-registered businesses (consumers keep the 14-day withdrawal right).
  • Used or installed product.
  • Product without original packaging.
  • Damage caused by improper use.
  • Returns without prior authorization (RMA).
Frequently asked questions
How long do I have to report damage?
Visible damage must be reported within 48 hours of delivery. For hidden damage, within 5 business days of delivery.
Who pays for return shipping?
For returns due to our errors (wrong or defective product), we cover shipping costs. For other cases, shipping is the customer's responsibility.
How long does a refund take?
Once we receive and verify the product, we process the refund within 5-10 business days. Credit times depend on the original payment method.
Can I exchange a product for another?
Yes, exchanges are possible for defective or incorrect products. Contact us to assess feasibility based on availability.
How is the refund made?
The refund is made to the same payment method used for the order (credit card or bank transfer).
I am a private individual: can I return without a reason?
Yes. As a consumer you have the right of withdrawal within 14 days of delivery, with no need to explain why. See the procedure and form in the "Right of withdrawal" section.
I buy with a VAT number: do I have the right of withdrawal?
No. The right of withdrawal is a consumer-only protection. Purchases made with a VAT number for professional purposes are excluded; returns for defects, errors or non-conformity still apply.
Withdrawal form

Fill in and send this form only if you wish to withdraw from the contract (consumers only):

To: Klapix SRLS — info@ekospill.it
I hereby give notice that I withdraw from the contract of sale of the following goods:
_______________________________________________
Order no.: ____________   Ordered on: __________   Received on: __________
Consumer's name: ______________________________________
Consumer's address: ___________________________________
Date: __________   Signature (only if on paper): ______________

Need assistance?

Our team is available to guide you through every step of the return process.

Contact support

This information is provided as a summary. For full conditions see the Terms & Conditions and the Privacy Policy.