Refund policy
At a glance
- 30 days from delivery to return an order, no reason needed (Italy and European Union).
- Italy: returns are free. We provide the label and the carrier collects wherever you tell us.
- European Union: return shipping is paid by the buyer. We refund the item and the original delivery cost.
- Outside the EU we only accept returns of faulty items or items not as described.
- Faulty or not as described, from any country: return shipping is on us and we send you a prepaid return label. You never have to pay anything upfront.
- Every working device comes with a 12-month warranty against conformity defects.
Right of withdrawal and extended returns
Under Articles 52 et seq. of Italian Legislative Decree 206/2005 (Consumer Code), consumers may withdraw from the contract within 14 days of receiving the goods, without giving any reason and without penalty.
Eureka S.r.l. contractually offers more favourable terms than those required by law:
- the return period is extended to 30 days from delivery for orders delivered in Italy and the European Union;
- for orders delivered in Italy, return costs are entirely paid by us, whereas the law would place them on the consumer.
This extension is an additional term offered by Eureka S.r.l. and does not limit or replace the statutory 14-day right of withdrawal, which remains fully applicable with all the protections of the Consumer Code.
How to return an order
- Write to us within 30 days of delivery at eurekasrl.tech@gmail.com, stating your order number and that you wish to return it. A clear written statement is enough: no form is required.
- We send you instructions and a return code to write on the box, normally within one business day. For orders delivered in Italy, and for faulty or not-as-described items from any country, we also send you a prepaid return label.
- Ship the item back within 14 days of telling us you are withdrawing, with the order number and a clear note that it is a return inside the parcel. For non-faulty returns from the European Union, use a tracked service insured for the value of the item.
- We refund you within 14 days of receiving the goods, using the same payment method you used to buy. In practice the refund is issued within two or three business days of opening the parcel.
Who pays for return shipping
| Delivery country | Change of mind (30 days) | Faulty or not as described |
|---|---|---|
| Italy | We pay, prepaid label sent by us | We pay, prepaid label sent by us |
| European Union | Buyer pays | We pay, prepaid label sent by us |
| Outside the EU | Not accepted | We pay, prepaid label sent by us |
For faulty or not-as-described items you never have to pay return postage upfront: we arrange the return with our carrier.
Orders delivered outside the European Union
We do not accept returns for change of mind. If the item arrives faulty or not as described, write to us within 7 days of delivery with photos: we'll send you a prepaid return label and, once it's back with us, refund the full price paid, shipping included.
Import duties and taxes paid on delivery cannot be refunded by us: you can claim them back from your country's customs using the return documents we provide. This does not affect any mandatory rights granted to you by the law of your country.
Condition of returned goods
The item must be returned complete with everything listed on the product page — caps, battery, charger, accessories, original box if any — and packed properly for transport: in the outer box with the padding you received, not just in the product's own packaging.
You may examine and try the item as you would in a shop: mount it, switch it on, take test shots, check it suits your needs.
Under Article 57 of the Consumer Code, the consumer is liable for any reduction in value resulting from handling beyond what is needed to establish the nature, characteristics and functioning of the goods. If there are new marks, missing accessories or damage not present when shipped, we deduct the corresponding reduction in value from the refund. In that case we write to you before going ahead.
Items sold "For parts / repair"
Items graded "For parts / repair" are sold as not working, with the fault stated in the title and on the product page, and are excluded from the 12-month warranty for the stated fault only.
The right to return still fully applies to these items, within 30 days and on the same terms as for the delivery country.
Legal guarantee of conformity
Every working device is covered by a 12-month warranty from delivery for conformity defects existing at the time of delivery. For used goods, reducing the period from 24 to 12 months is allowed by express agreement between the parties: this agreement is stated in these terms, in the Legal notice and on every product page.
The warranty does not cover: signs of use and cosmetic defects already stated on the product page and shown in the photos; the remaining capacity of batteries, which are used components; damage caused by drops, impacts, liquids, sand or misuse; work carried out by third parties; normal wear of rubber grips, coverings and printed markings.
If there is a conformity defect, the consumer is entitled to have conformity restored by repair or replacement, free of charge. As each item is one of a kind, an identical replacement is not always possible: in that case we offer an equivalent alternative or termination of the contract with a full refund, at the consumer's choice. Return shipping is on us and we send you the prepaid label: you never pay anything upfront.
Item not as described
If the item you receive does not match the stated condition grade or the product description, this is a conformity defect attributable to us: return and full refund are at our expense, with no deduction for reduced value. Let us know, quoting the item code shown on the product page and attaching a photo: we'll send you a prepaid return label.
Damage in transit
If the outer packaging is damaged, you must accept the delivery subject to inspection, writing this on the carrier's delivery note before signing, and let us know within 48 hours with photos of the packaging and contents. Details are in the Shipping policy. We handle the claim with the carrier.
How refunds are made
Refunds are made using the same payment method used for the purchase, unless expressly agreed otherwise, and always at no cost to you. They include the price of the item and the standard delivery cost paid with the order. Shipping to Italy is free, so the refund normally equals the full amount paid.
Contact
To open a return or warranty claim, write to eurekasrl.tech@gmail.com with your order number. We reply within one business day.
EUREKA S.r.l. – Via Principe Umberto 19, 03023 Ceccano (FR), Italy. Our premises are a working lab, not a shop open to the public: returns must always be agreed in advance so we can match them to your order.
Last updated: 10 November 2026