Refund policy

Refund Policy

At Kilzi, all our pieces are made to order, handcrafted, and produced exclusively after the confirmation of the order through payment. This allows us to offer a sustainable, responsible product that meets our high-quality standards.

In accordance with current European consumer protection regulations for distance selling —Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011, as transposed into the national legislation of all EU Member States— we inform our customers of the following terms regarding cancellations and refunds:

ADVANCE ORDER CANCELLATION

Cancellation within the first 48 hours after payment:
The customer may cancel their order within 48 natural hours following payment confirmation and will receive a full refund (100%) of the amount paid.

CANCELLATION BETWEEN 48 HOURS AND 7 DAYS AFTER PAYMENT
If the cancellation request is made after 48 hours, but within 7 natural days from the payment date, 50% of the total amount will be refunded, due to costs incurred from initiating the production process.

CANCELLATION AFTER 7 DAYS FROM PAYMENT
Once 7 natural days have passed since order confirmation, no refunds will be issued, as the production process will be in an advanced or completed stage.

REACTIVATION OF CANCELLED ORDERS

If a customer wishes to reactivate a previously cancelled order, they may do so within 48 hours following the cancellation, without the need to make a new payment, provided that the materials have not been repurposed or the production process dismantled.

 

RETURNS AND EXCHANGES

RETURN YOUR PRODUCTS CONVENIENTLY

If upon receiving your order any of the products is not what you need or has evidence of a defect, you can return it within 15 calendar days. Please note that opened and used products cannot be returned, except in cases of obvious defects.

These are the steps and requirements that must be met:

Notify us by email at contact@kilzi.es of the product to be returned, indicating the order number and the reason for the return. The cost of return shipping is the responsibility of the customer but don’t worry, we are sure that you will not have to return anything because we will make sure that what you compress is exactly what you need and is in perfect condition. It is essential that both the product and its packaging are in perfect condition to accept the return. Once we receive the material and it is reviewed, we will notify you to return the imported one or exchange the product for another if you wish.

CHANGE YOUR PRODUCTS IF YOU NEED IT

Product exchanges follow the same initial steps as returns. Once the product you indicate is returned, we will exchange it for another and you will only have to complete the process by paying or receiving a refund of the price difference between both products. It is essential that both the product and its packaging are in perfect condition to accept the change. Once we receive the material and it is reviewed, we will confirm the exchange for another product if you wish.

CUSTOM ORDERS (PERSONALIZED PRODUCTS)

Custom-made or personalized orders do not qualify for refunds or the right of withdrawal, in accordance with EU consumer regulations governing products created according to the customer's specifications or clearly personalized. This includes any product that is produced specifically for the client, using individualized measurements, color choices, finishes, or custom design requests.

REPORTING MANUFACTURING DEFECTS

In the event that a product presents damage attributable to a production defect, the customer must notify Kilzi within 24 hours from the reception of the package, using the official contact channel: contact@kilzi.es. Once the issue is reported and verified, Kilzi will proceed with the repair or replacement of the item, according to the nature of the defect.