Shipping & Return
Shipping Policy
What countries do you ship to?
European Union: We ship to all EU countries. Applicable taxes are included in the final price shown at checkout.
Canary Islands: Orders are tax-exempt at checkout. Import taxes and customs duties may apply after delivery according to local regulations.
United Kingdom: Orders are shipped DDP (Delivered Duty Paid), so customs duties and import taxes are covered and no additional charges should be due upon arrival.
Switzerland and Andorra: Orders are tax-exempt at checkout. Local import taxes and customs duties may apply after delivery.
How long will it take to receive my order?
Your order will be carefully prepared and dispatched from our warehouse within 1-2 days. The arrival time may vary depending on the carrier's situation. If you reside in the Iberian Peninsula, the order typically arrives within 1-2 working days after dispatch. For residents of European Union countries other than Spain (peninsular) or Portugal, the order may take up to 5 working days to arrive after dispatch.
If a product is out of stock but appears on the website, how can I know when it will be available again?
You can sign up for our 'back in stock alert' available on the product pages.
Alternatively, please contact us at info@ecofiltroeurope.com, and we will also inform you when the product becomes available again.
What do I do if I have not received my order?
If you have not received your order, please contact us by email at info@ecofiltroeurope.com
Return Policy
What if my product is defective, damaged or incorrect?
If you receive a product that is defective, damaged or different from what you ordered, contact us at info@ecofiltroeurope.com and include your order details and photos where possible. Ecofiltro Europe will cover the necessary return shipping costs and provide the appropriate remedy under applicable law.
Can I withdraw from my online purchase?
If the product is not as expected and you wish to return it, please contact us to explain the reason for the return. You will have 14 days from the date of receipt to send the product back to us. Please note that you will be responsible for the return shipping costs. We will not accept returns of the clay filter unit if the bag in whicYou may withdraw from an online purchase within 14 days of receiving the order without giving a reason, provided the products meet the return conditions. Notify us at info@ecofiltroeurope.com within that period. For a voluntary withdrawal, you are responsible for the direct return shipping costs. it is wrapped has been unsealed, or if water has been poured into the filter unit.
Returns due to change of mind, returns without specific cause, or returns for personal reasons incur a cost that covers the shipping fees, which depends on the number of packages, size, and weight of the return. This cost will be deducted from the total refund amount.
Under what conditions can I return a product?
Items must be returned complete, unused and in a condition that allows them to be resold. Opening the external shipping box alone does not prevent a return. However, a sealed filtering unit cannot be returned once its seal has been opened or the unit has been used, for hygiene and health-protection reasons, because it cannot be resold.
How long do I have to withdraw from my purchase?
You have a maximum of 14 days from the day you received the You must inform us that you wish to withdraw within 14 days from the date you receive the order. We will then provide the return instructions.roduct to initiate a return.
Can I return only part of my order?
Yes. You may return part of an order provided each returned item meets the applicable return conditions. Contact us at info@ecofiltroeurope.com before sending it back.
How do refunds work?
For a valid withdrawal, the refund will be issued using the original payment method. Ecofiltro Europe may withhold the refund until the returned product has been received or you provide proof that it has been shipped, whichever occurs first.
How long will it take to receive my refund?
For a valid withdrawal, the refund will be processed within 14 days after you inform us of your decision to withdraw. We may withhold the refund until we receive the returned product or you provide proof of shipment.
What if I have a legal warranty claim?
A legal warranty claim is separate from a voluntary withdrawal. Contact us at info@ecofiltroeurope.com with proof of purchase and details of the problem. Ecofiltro Europe will cover the necessary shipping costs and provide the remedy required by applicable consumer law.