Last updated: 30 January 2026

Scope

This Returns & Refunds Policy applies to purchases made via www.kospureaqua.com and applies to both consumers (B2C) and business customers (B2B), as outlined below.

This policy forms part of our Terms and Conditions.

Consumers (B2C) – Right of Withdrawal

If you are purchasing as a consumer (within the meaning of the Austrian Consumer Protection Act – KSchG), you have a statutory right of withdrawal.

Withdrawal period

You may withdraw from your purchase within 14 days without giving any reason.

The withdrawal period begins on the day you, or a third party nominated by you (other than the carrier), receive the goods.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must notify us by a clear statement (e.g. email or letter) before the withdrawal period expires.

You may use the model withdrawal form at the end of this page, but this is not mandatory.

Contact for withdrawals: sales@kospureaqua.com

Return of goods

• Products must be returned without undue delay and no later than 14 days after you notify us of your withdrawal.
• The return deadline is met if you send the goods before the 14-day period expires.
• Return shipping costs are borne by the customer

Condition of returned goods

You are responsible only for any diminished value resulting from handling beyond what is necessary to assess the nature, characteristics, and functioning of the Product.

Returned Products must:

• be unused and uninstalled,
• be returned in their original packaging,
• include all accessories, manuals, and components. 

Refunds

Once we receive the returned Products (or proof of return), we will refund:

The purchase price, within 14 days, using the same payment method used for the original transaction, unless expressly agreed otherwise. We may withhold the refund until the goods are received or proof of return is provided.

Exceptions to the Right of Withdrawal (B2C)

The statutory right of withdrawal does not apply to:

• Custom-made or configured Products, including systems configured to customer specifications
• Products that have been installed, commissioned, or integrated into a property
• Sealed Products which have been unsealed after delivery for hygiene or safety reasons
• Services that have been fully performed with your prior express consent

These exclusions are based on EU Consumer Rights Directive rules and Austrian law.

Business Customers (B2B)

For business customers, there is no statutory right of withdrawal.

Returns, refunds, or cancellations for B2B purchases are accepted only by prior written agreement and may be subject to:

• restocking fees,
• handling or inspection costs,
• deduction for depreciation or configuration work already performed.

Defective or damaged products

Transport damage

If Products are delivered damaged, you must notify us within 48 hours of receipt, including photos where possible.

Defects and warranty claims

If a Product is defective or non-conforming, your statutory warranty rights apply.

Please contact us at sales@kospureaqua.com with:

• order number,
• description of the issue,
• photos or videos (if applicable).

Returns procedure

Please do not return any Products without prior contact.

Before returning goods, contact us at:
sales@kospureaqua.com

We will provide:

• return instructions, and
• confirmation of the return address and procedure.

Unauthorized or unannounced returns may be refused.

Liability for improper returns

We are not responsible for:

• loss or damage during return shipment,
• returns sent to incorrect addresses,
• Products damaged due to improper packaging.

We strongly recommend using a tracked and insured shipping method.

Contact

Kos-PureAqua FlexCo
Stauderplatz 5/28
9020 Klagenfurt am Wörthersee
Austria

sales@kospureaqua.com