Returns and Refunds

Consumer customers have the right to withdraw from the purchase contract for standard physical products (Essential cards and NFC Stickers) within 14 days of receiving the goods, without providing any reason, pursuant to Arts. 52–58 of Italian Legislative Decree 206/2005.

The withdrawal period runs from the day on which the Customer or a third party designated by the Customer (other than the carrier) takes physical possession of the products. For orders with multiple separate deliveries, the period runs from the last delivery.

To exercise the right of withdrawal, the Customer must communicate it before the 14-day deadline via an explicit statement (email to info@klepa.it or registered letter). A standard withdrawal form is available on request, but its use is not mandatory.

Pursuant to Art. 59(c) of Italian Legislative Decree 206/2005, customised products are excluded from the right of withdrawal, namely: Custom, Premium, Metal and Wood cards. These products are made to the Customer's specific requirements (with logo, personal data, custom graphics) and therefore cannot be resold.

Before production of customised products begins, a design proof is sent to the Customer for approval. The Customer's explicit confirmation of the proof constitutes the start of production and results in the loss of the right of withdrawal.

Also excluded from withdrawal are digital services already fully performed with the Customer's consent before the withdrawal period expires (e.g. a Pro plan activated and already used), and digital content not supplied on a tangible medium whose performance has already begun with the Customer's consent.

Step 1 — Notification: send an email to info@klepa.it with subject "WITHDRAWAL ORDER #[order number]" within 14 days of receiving the product. Include: full name, order number, product to return, reason (optional).

Step 2 — Return instructions: within 2 business days of receiving the withdrawal notice, KLEPA will send instructions for returning the product, including the return address.

Step 3 — Return shipment: the Customer must return the product within 14 days of the withdrawal notice. The product must be returned in its original condition, in the original packaging (where possible), free from damage attributable to the Customer.

Step 4 — Inspection and refund: upon receipt of the return, KLEPA will inspect the product and process the refund within 14 days, using the same payment method used for the purchase.

Return shipping costs when exercising the right of withdrawal are borne by the Customer, unless KLEPA failed to inform the Customer of this obligation (in which case the costs are borne by KLEPA) or the product is defective or non-conforming.

It is advisable to use a tracked shipping service. KLEPA is not responsible for loss or damage to products during the return journey.

In the event of a return due to product defect or non-conformity, return shipping costs will be fully reimbursed by KLEPA.

The refund is processed within 14 days of receiving the withdrawal notice, but KLEPA may withhold the refund until it has received the goods or proof of shipment from the Customer.

The refund is credited using the same payment method as the purchase: credit/debit card (credited within 5–10 business days), Klarna (per Klarna's terms), PayPal (within 3–5 business days).

The refund covers the product price and the standard shipping costs originally paid. If the Customer chose a more expensive delivery option, the difference is not refunded.

For digital subscriptions cancelled within the withdrawal period: full refund. For cancellations after the withdrawal period: no refund for the period already paid, but the subscription remains active until the end of the current billing period.

If a physical card has manufacturing defects or does not conform to the description or technical specifications at the time of delivery, the Customer is entitled to repair, replacement, price reduction or contract termination, pursuant to Arts. 128–135 of Italian Legislative Decree 206/2005 (24-month legal conformity guarantee).

To report a defect, contact info@klepa.it within 2 months of discovering the defect (failure to do so results in loss of warranty rights), providing: order number, description of the defect, photos of the defect.

KLEPA will replace the defective card free of charge, including shipping costs. If replacement is not possible, a full refund will be offered.

Not covered by the guarantee: damage caused by misuse, drops, liquids, tampering, normal wear, or cosmetic damage that does not affect the functionality of the NFC chip.

Consumer customers have the right to withdraw from a digital subscription (Pro, Business, Team) within 14 days of subscription, pursuant to Art. 52 of Italian Legislative Decree 206/2005, unless they have expressly requested performance of the service before the deadline and have been informed of the resulting loss of the right of withdrawal.

To exercise withdrawal from a subscription, send an email to info@klepa.it or use the "Cancel subscription" function in the account customer portal.

Cancellation of an active subscription (after the withdrawal period) does not entitle the Customer to pro-rata refunds for the unused period. The subscription remains active until the next renewal date.

In the event of a dispute relating to a purchase, the Customer may contact our customer service at info@klepa.it for an amicable resolution.

Alternatively, EU consumers may use the European Commission's ODR (Online Dispute Resolution) platform at https://ec.europa.eu/consumers/odr/ for out-of-court resolution of disputes with EU businesses.

KLEPA undertakes to respond to complaints within 5 business days and to offer reasonable solutions in good faith.