Refund policy
Returns and right of withdrawal
If you are a consumer, you may withdraw from an online purchase within 14 calendar days from the date on which you, or a third party designated by you other than the carrier, receives the order. You do not need to provide a reason, provided that the product meets the return conditions described below.
To exercise your right of withdrawal, notify Ecofiltro Europe within the 14-day period by emailing info@ecofiltroeurope.com or by using the withdrawal request form available on our website. Please include your order number and a clear statement that you wish to withdraw from the purchase.
1. Voluntary withdrawal within 14 days
After notifying us, return the product without undue delay and in accordance with the return instructions we provide. Products must be complete and returned in the same condition in which they were received, with all accessories and, where reasonably possible, in their original packaging.
Opening the external shipping box does not, by itself, prevent a return.
For a voluntary withdrawal, the customer is responsible for the direct cost of returning the product.
2. Sealed filtering units: hygiene and health-protection exception
Filtering units are supplied in sealed protective packaging. If the seal of the filtering unit has been opened or the filtering unit has been used, it cannot be returned for hygiene and health-protection reasons because it cannot be resold.
This restriction concerns the sealed filtering unit itself, not the external shipping box. It does not affect claims relating to a defective or damaged product, an incorrect product, or your statutory warranty rights.
3. Defective or damaged products
If a product arrives defective or damaged, contact us at info@ecofiltroeurope.com and provide your order details and photographs showing the issue. Once the issue has been verified, Ecofiltro Europe will arrange or reimburse the return shipping cost and provide the appropriate remedy.
4. Incorrect product received
If you receive a product different from the one ordered, contact us at info@ecofiltroeurope.com. Ecofiltro Europe will cover the return shipping cost and arrange the appropriate replacement or refund.
5. Legal warranty claims
Legal warranty claims are separate from the right of withdrawal. If a product does not conform to the contract or develops a covered fault, contact us with your order details and a description of the issue. Your statutory consumer rights remain unaffected, and Ecofiltro Europe will cover the return shipping cost for a valid legal warranty claim.
Refunds following a valid withdrawal
For a valid withdrawal, Ecofiltro Europe will reimburse the payments due within 14 days from the date on which you inform us of your decision to withdraw. We may withhold the refund until we have received the returned product or you provide proof that it has been shipped, whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless expressly agreed otherwise. Where applicable, additional delivery costs resulting from a delivery method chosen by the customer that is more expensive than our least expensive standard delivery method are not refundable.
How to contact us
Email: info@ecofiltroeurope.com