Returns and Refunds Policy

EKROVA Return and Refund Policy

Last updated: August 2026

At EKROVA, we want you to be completely satisfied with your purchase. This policy covers both your statutory right of withdrawal (14 calendar days, according to European and Spanish regulations) and our extended 30-day commercial policy.

Return Period: 30 Days

You have 30 calendar days from the receipt of your order to return your purchase, without needing to provide a reason. This period extends the statutory right of withdrawal of 14 days recognized by Royal Legislative Decree 1/2007 (General Law for the Defense of Consumers and Users).

After 30 days from delivery, we cannot accept returns, unless the product has defects covered by the legal warranty (see below).

How to return a product

  1. Email us at ekrova.shopify26@gmail.com, indicating your order number and your intention to return the product. You can use your own words; no specific form is required.

  2. We will confirm receipt of your request via email.

  3. Send the product within a maximum of 14 days from your communication to:

    EKROVA — Calle Ricardo Gil n.º 43, 2.º A, 30002 Murcia, Spain

  4. Keep proof of shipment. For orders over €75, we recommend using a trackable service, as the risk of return transport is at your expense.

We will need your order number or proof of purchase to process the return. Do not send the product to the manufacturer.

Product Condition

You may inspect the product as you would in a physical store (open the package, check that it is what you expected). We ask you to return it, as far as possible, in its original packaging and with all its accessories.

If the product is returned with damage resulting from handling or use beyond merely checking its characteristics, we may deduct the corresponding depreciation in value from the refund, in accordance with Article 108 of RDL 1/2007.

Exceptions to the Right of Return

Due to their nature, and in accordance with Article 103 of RDL 1/2007, the following are not eligible for return:

  • Customized products or those made to your specifications.
  • Sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery (e.g., personal care items).
  • Products that may deteriorate or expire quickly.
  • Digital content or downloadable software whose download has begun with your consent.
  • Gift cards.

Refunds

Once the return is received and inspected, we will send you an email confirming its receipt and the approval of your refund.

The refund will be issued using the same payment method used for the purchase, within a maximum of 14 calendar days from when you notified us of your decision to return the product. We may withhold the refund until we have received the product or until you provide proof of shipment, whichever occurs first.

The refund includes the price of the product and, in the case of a full order return, the ordinary shipping costs of the initial delivery. Additional costs will not be refunded if you chose a shipping method more expensive than the standard one.

The shipping costs for the return are borne by the customer, unless the return is due to a defective product or our error, in which case we will cover all costs.

Late or Missing Refunds

If your refund is approved and you still don't see it reflected: please check your account again, contact your card issuer (it may take a few days for the credit to appear), and if you still haven't received it, email us at ekrova.shopify26@gmail.com and we will investigate.

Sale Items

Discounted or promotional products have the same right of return as all other items.

Defective Products: Legal Warranty

Regardless of the return policy, all our products are covered by a 3-year legal warranty from delivery (Royal Decree-Law 7/2021).

If you receive a defective, damaged product, or one that does not match your order, please email us at ekrova.shopify26@gmail.com with photos of the product and your order number. You have the right to repair or replacement of the item, and if that is not possible, to a price reduction or a refund. In these cases, all shipping costs are at our expense.

Exchanges

If you wish to exchange a product for a different size, model, or item, the quickest way is to process a return for the original product and place a new order. For exchanges of defective or damaged products for the same item, please email us directly at ekrova.shopify26@gmail.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once we receive the item. If it was not marked as a gift, the refund will be issued to the person who made the purchase.

Contact

For any questions regarding returns, refunds, or warranties:

  • Email: ekrova.shopify26@gmail.com
  • Address: Calle Ricardo Gil n.º 43, 2.º A, 30002 Murcia, Spain