Refund policy

KILIMA Performance

Thank you for shopping with KILIMA Performance. Please read our return and refund policy carefully before making a purchase.

1. Right of Withdrawal (EU Customers)

If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right:

You must notify us within 14 days of delivery
The product must be returned unused, in original condition
All original packaging, accessories, manuals, and components must be included

The 14-day period starts from the day you receive the goods.

2. Return Conditions

To be eligible for a return:

The item must be unused and in the same condition that you received it
The product must not show signs of wear, damage, or misuse
All original packaging must be intact
The return must be approved by us before shipping

We reserve the right to refuse returns that do not meet these conditions.

For hygiene and safety reasons, certain used respiratory components (such as masks, hoses, or internal air components) may not be eligible for return once opened or used.

3. Rental Equipment

Rental services are available exclusively within Portugal.

Rental equipment is non-refundable once the rental period has started, except where required by law or specified in a separate rental agreement.

4. Return Shipping Costs

Unless the product is defective or incorrect:

Return shipping costs are the responsibility of the customer
Original shipping fees are non-refundable
We recommend using a tracked and insured shipping method

KILIMA Performance is not responsible for returned items lost or damaged during transit.

5. Refund Process

Once we receive and inspect the returned item:

You will be notified of approval or rejection
If approved, your refund will be processed to your original payment method
Refunds may take several business days depending on your bank or payment provider

We may deduct any diminished value resulting from handling beyond what is necessary to establish the nature and function of the goods.

6. Damaged or Defective Items

If your order arrives damaged or defective, you must contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos and/or videos of the issue
Photos of packaging (if damaged in transit)

We will assess the issue and offer a repair, replacement, or refund where appropriate.

7. International Orders (Outside the EU)

For orders shipped outside the European Union:

Customs duties, import taxes, and clearance fees may apply
These charges are the responsibility of the customer
We do not refund customs fees

If a shipment is refused due to unpaid customs duties, return shipping and related costs may be deducted from any eligible refund.

8. How to Start a Return

To initiate a return, please contact us at:

📧 info@kilimaperformance.com

Do not send products back without prior written approval. Unauthorized returns may not be accepted.

9. Non-Returnable Items

The following are non-returnable:

Used rental equipment
Custom or made-to-order products
Used hygiene-sensitive components
Products damaged due to misuse or improper handling

Last updated: 2026.02.01.