Legal Guarantee and Support

Pursuant to Arts. 128–135 of Italian Legislative Decree 206/2005, all KLEPA physical products sold to final consumers are covered by the legal conformity guarantee for a period of 24 months from the date of delivery.

A product is considered conforming when: it matches the description and technical specifications stated on the site; it is fit for the normally intended use (NFC tap, digital profile activation); it possesses the qualities and performance typical of a product of the same type.

The guarantee covers conformity defects existing at the time of delivery. Defects manifesting within 12 months of delivery are presumed to have existed at the time of delivery, unless proven otherwise or incompatible with the nature of the product.

The legal guarantee is a non-waivable consumer right and applies regardless of any additional commercial guarantee that may be offered.

Non-functional NFC chip or degraded performance not attributable to physical damage by the Customer. The NFC chip must respond to taps within the standard operating range (1–5 cm) on compatible NFC devices.

Print or engraving defects on customised cards (Custom, Premium, Metal, Wood): illegible text, colours significantly different from the approved proof, printing errors attributable to production (not errors in the proof approved by the Customer).

Card material defects: deformations, cracks, PVC delamination, metal or wood chipping not attributable to misuse, drops or impact damage.

Non-conformity with the technical specifications stated on the site at the time of purchase (e.g. dimensions, declared material).

The guarantee does not cover defects caused by: misuse or negligent use of the product (e.g. intentional bending, prolonged exposure to water, contact with strong magnets that may damage the NFC chip); drops, knocks or physical impacts; unauthorised tampering, modification or repair of the product; normal wear from daily use (aesthetic scratches, colour fading over time).

NFC non-functionality caused by the following is not covered: Customer's devices with NFC disabled or incompatible software; smartphone cases or covers that shield the NFC signal; operating system software updates on the Customer's device that alter NFC behaviour.

The guarantee does not cover temporary unavailability of the KLEPA digital platform (profile, analytics) caused by maintenance, updates or events outside KLEPA's control.

NFC Stickers are excluded from coverage for adhesive damage resulting from uneven surfaces, extreme temperatures, or repeated removal and re-application.

Step 1 — Report: contact KLEPA support at info@klepa.it within 2 months of discovering the defect (failure to do so results in loss of warranty rights), with the subject "WARRANTY — Order #[order number]".

Step 2 — Required documentation: (a) order number or proof of purchase; (b) detailed description of the defect found; (c) clear photos of the defect (at least 3 from different angles); (d) purchase date and date the defect was discovered.

Step 3 — Assessment: our technical team will review the report within 5 business days and inform the Customer of the outcome (defect covered / not covered by the guarantee) with reasoning.

Step 4 — Remedy: if the defect is covered by the guarantee, KLEPA will send instructions for returning the product (at KLEPA's expense) and will arrange repair or replacement as quickly as possible.

In the event of a defect covered by the guarantee, the consumer is entitled, at their choice, to: (a) repair of the product, if technically feasible; (b) replacement with an identical or equivalent product; (c) a proportional price reduction; (d) contract termination with a full refund of the price paid.

KLEPA reserves the right to choose between repair and replacement, unless the chosen remedy is impossible or disproportionately costly. In the event of replacement, the replaced product must be returned to KLEPA.

For customised products (Custom, Premium, Metal, Wood), replacement involves re-producing the product to the same specifications as the approved proof. Replacement times are equal to standard production times (5–10 business days).

A full refund is offered when: repair and replacement are not possible, or would take an excessive amount of time, or are not carried out within a reasonable period, or cause significant inconvenience to the consumer.

In addition to the legal guarantee, KLEPA offers a voluntary "Satisfaction Guaranteed" commercial guarantee on standard products (Essential and NFC Sticker): if within 30 days of receipt the Customer is not satisfied with the product for any reason, even one unrelated to a defect, they can return it and receive a full refund, provided the product has not been damaged by the Customer.

This commercial guarantee is in addition to and does not replace the consumer's legal guarantee rights. It does not apply to customised products.

To activate the "Satisfaction Guaranteed" commercial guarantee, contact info@klepa.it within 30 days of receiving the product, stating the reason.

For purchasers acting in the course of a commercial, professional or craft activity (B2B), Italian Legislative Decree 206/2005 does not apply. The applicable contractual guarantee is 12 months from delivery pursuant to Arts. 1490–1495 of the Italian Civil Code.

Hidden defects must be reported within 8 days of discovery, failing which the right is forfeited. The action for defects is time-barred 1 year from delivery.

For B2B purchasers, available remedies are: price reduction (actio quanti minoris) or contract termination (actio redihibitoria), unless the defects were fraudulently concealed by KLEPA.

Even after the expiry of the legal guarantee, KLEPA offers paid technical support for NFC cards. A replacement card can be purchased at a reduced price (€9.90 for Essential cards, variable prices for customised cards) upon presentation of the original proof of purchase.

For issues relating to the digital profile (e.g. profile reset, template change, account access problems), support is available via the support area in the account, by email at info@klepa.it, or via the ticketing system for Business and Team plans.

KLEPA regularly publishes card firmware updates (where technically applicable) and digital platform updates to improve performance and add features. Firmware updates are communicated via the mobile app.