Refund policy

Returns and Refunds Policy

Last updated: May 31, 2026

Welcome to Keltro-Shop. The satisfaction of our customers is a priority. If you are not completely satisfied with your purchase, you can consult the conditions below.

Right of Withdrawal

You have the right to request the return of your order within 14 days of delivery, in accordance with the European legislation applicable to online purchases.

To initiate a return request, contact us at the email address:

support@keltro-shop.com

Indicating:

Order number
Name and surname
Reason for request
Any photographs (if the product is defective or damaged)
Conditions for Returns

To be eligible for return, the product must:

Be in the same condition in which it was received
Show no signs of excessive use
Be complete with any accessories
Be returned, where possible, in the original packaging
We reserve the right to refuse returns that do not meet these conditions.

Damaged, Defective or Incorrect Products

If you receive a product:

Damaged during shipping
Defective
Different from the one ordered
contact us within 7 days of delivery attaching clear photographs of the problem.

After verification, we will be able to offer:

Free product replacement
Full refund
Partial refund, where appropriate
In many cases it will not be necessary to return the product.

Products Not Received

If your order has not been delivered within the maximum times indicated in our shipping policy, please contact our customer service.

We will carry out the necessary checks and, if appropriate, we will:

New shipment of the order
Full refund
Refunds

Once the request has been approved:

Your refund will be processed to your original payment method.
Crediting times depend on the bank or payment circuit used.
Generally the refund is visible within 5-10 working days.
Cancellation of Orders

Orders can be canceled within 12 hours of purchase.

Once your order has been processed or shipped, it may no longer be possible to cancel it.

Items Excluded from Returns

For hygiene, safety reasons or due to the nature of the product, we do not accept returns for:

Customized products
Items used or damaged by the customer
Consumable products
Other categories expressly indicated in the product description
Contacts

Product Compatibility and Customer Responsibilities

Before making a purchase, the customer is required to carefully check the features, technical specifications and any compatibility requirements indicated on the product page.

Keltro-Shop cannot be held responsible for problems resulting from a failure to verify the information provided before purchasing, including, but not limited to:

Incompatibility with devices owned by the customer;
Using the product in countries or regions for which the product is not designed or certified;
Differences in electrical standards, power outlets, voltage or frequency where clearly indicated in the product description;
Failure to verify dimensions, materials, technical characteristics or functionality reported in the product sheet.
Return requests motivated exclusively by incompatibilities or characteristics clearly described at the time of purchase may be subject to limitations or refusal of reimbursement, within the limits permitted by applicable law.

For any inquiries regarding returns, refunds or customer service:

Email: support@keltro-shop.com

Support hours: Mon–Fri, 9:00–18:00 (CET)

Customer service team

Keltro International Shop