Refund policy

Refund and Return Policy

Last updated: August 1, 2026

At Envio24, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be able to return it in accordance with the terms below and applicable consumer protection laws.

1. Right of Withdrawal

If you are a consumer located in the European Union or another jurisdiction where a statutory right of withdrawal applies, you generally have the right to cancel your purchase within 14 days without giving a reason.

The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, please contact us before the withdrawal period expires.

2. How to Request a Return

To request a return, please contact us at:

Email: contact@envio24.eu

Please include:

Your name
Order number
The product(s) you wish to return
The reason for your return, if applicable

We will provide you with the necessary return instructions.

3. Condition of Returned Products

Products should be returned within the applicable return period and, where possible, in their original condition and packaging.

Customers are responsible for taking reasonable care of the products while they are in their possession.

You may be responsible for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

4. Return Shipping Costs

Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning products when exercising the right of withdrawal.

If the return is due to an incorrect, defective, damaged, or faulty product, please contact us before returning the item so we can provide appropriate instructions.

5. Refunds

Once we receive and inspect the returned product, we will process the refund within the period required by applicable law.

Refunds will normally be made using the original payment method.

Where applicable, we will refund the original standard delivery cost. Additional costs resulting from choosing a more expensive delivery method may not be refundable.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

6. Damaged or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

contact@envio24.eu

Please provide your order number and, where appropriate, photographs of the product and packaging.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer protection laws.

7. Exceptions

The statutory right of withdrawal may not apply to certain products or orders where an exception under applicable law applies, including certain customized or personalized products.

If an exception applies to a specific product, this will be communicated before or at the time of purchase where required.