Refund policy

Returns Policy and Right of Withdrawal

1. Right of withdrawal (consumers only)

If you are buying as a consumer —that is, as a natural person acting for purposes outside your trade, business or profession— you have a period of 14 calendar days to withdraw from the contract without justification and without penalty, in accordance with articles 102 to 108 of Real Decreto Legislativo 1/2007 (TRLGDCU, the Spanish Consumer and User Protection Act).

The period is counted from the day on which you or a third party indicated by you, other than the carrier, acquire physical possession of the goods. If the order is delivered in several shipments, the period begins upon receipt of the last one.

2. How to exercise it

It is enough for you to inform us of your decision by means of an unequivocal statement —for example, an email to info@ecoelectric21.com stating the order number, name and date— before the deadline expires. You may also use the withdrawal form set out in Annex B of the TRLGDCU, which we reproduce at the end of this page. Its use is not compulsory.

3. Consequences of withdrawal

  • We will refund all payments received, including standard delivery costs, without undue delay and, in any event, within a maximum of 14 calendar days from the date you inform us of your decision.
  • The refund will be made using the same means of payment you used, unless you agree otherwise. You will not incur any cost as a result.
  • We may withhold the refund until we have received the goods back or until you provide proof of having returned them, whichever comes first.
  • You must return the goods without undue delay and, at the latest, within 14 calendar days from the date you notify us of the withdrawal.
  • The direct cost of returning the goods is your responsibility. We expressly inform you of this, as required by article 108.1 TRLGDCU. If you would prefer us to arrange collection, we will let you know the cost beforehand.
  • You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Testing a component does not reduce your right; installing it, wiring it in permanently, or damaging it, does.

4. Exceptions

Under article 103 TRLGDCU, the right of withdrawal does not apply to, among others:

  • Goods made to your specifications or clearly personalised (for example, bespoke wiring harnesses).
  • Sealed goods which are not suitable for return for reasons of health or hygiene and which have been unsealed after delivery.
  • Goods which, after delivery, and due to their nature, become inseparably mixed with other items.

5. Purchases by businesses and professionals

The right of withdrawal is a right held by consumers. If you are buying as a business, sole trader or professional —which includes any purchase made using an intra-Community VAT number— it does not apply. That said, we accept commercial returns of unused stock, in its original packaging and within 30 days of delivery, subject to prior written authorisation and with carriage paid by the buyer. Contact us before sending anything back: an unauthorised return may be refused at destination.

6. Statutory guarantee of conformity

Independently of the right of withdrawal, all products carry the statutory guarantee set out in articles 114 et seq. of the TRLGDCU:

  • Three years from delivery for consumers, in accordance with article 120 TRLGDCU as amended by Real Decreto-ley 7/2021.
  • During the first two years, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise (article 121).
  • You may choose between repair or replacement, and, failing that, a price reduction or termination of the contract, under the terms of article 118.
  • For businesses, the period for notifying defects is that set out in article 342 of the Código de Comercio (Commercial Code): thirty days from delivery.

The guarantee does not cover normal wear and tear, or damage resulting from incorrect installation, tampering, overvoltage, immersion, use in competition, or combination with incompatible components.

7. Product damaged in transit or incorrect order

Check the shipment at the time of delivery. If the packaging arrives damaged, note this on the carrier's delivery note and notify us within 24 hours with photographs of the packaging and contents. If the error is ours —wrong item, incorrect quantity, or manufacturing defect— we cover all collection and reshipment costs.

8. Complaints and dispute resolution

You may direct any complaint to info@ecoelectric21.com. Official complaint forms are available to consumers on request. In addition, the European Commission provides an online dispute resolution platform available at ec.europa.eu/consumers/odr.

Annex — Withdrawal form

(Only complete and send this form if you wish to withdraw from the contract.)

For the attention of «NAME AND SURNAME OF THE HOLDER» PENDING, Paseo de Pereda 23, 39004 Santander, Cantabria, Spain, info@ecoelectric21.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

— Order no. / date of receipt:
— Name of consumer:
— Address of consumer:
— Signature of consumer (only if this form is submitted on paper):
— Date:

Last updated: 8 September 2026.