1. What this policy covers
EAE is on two sides of a transaction, and the rules are different for each:
- Products bought from one of the online stores we operate — see section 2.
- Services bought directly from EAE, such as media buying, creative production or web development — see section 3.
2. Products bought from our brands
If you bought a physical product, you bought it from one of our stores, and the refund policy published on that store governs your order. It is the policy that was in force at the time you ordered, and it prevails over the summary below.
WalkPluma
WalkPluma offers a 90-day fit guarantee with free exchanges and full refunds within that window, as published on the store. Full terms: walkpluma.com refund policy.
Idrolab
Idrolab sells to customers in Italy, who have 14 days from delivery to withdraw from the purchase and receive a refund, plus the two-year legal guarantee of conformity provided by EU consumer law. Full terms: idrolabshop.com refund policy.
Getting help with an order
Contact the store you ordered from, using the contact details in your order confirmation email. That reaches the team handling your order directly and is the fastest route. Do not send returns to the Wyoming address — it is a registered address, not a warehouse, and parcels sent there will not reach us.
3. Services bought from EAE
Where a signed agreement sets out different terms, that agreement prevails. In the absence of one, the following applies.
Fixed-scope projects
Projects such as a storefront build or a set of landing pages start with a deposit.
- If you cancel before we begin work, the deposit is refunded in full.
- Once work has begun, we refund the part of the fee covering work not yet performed. Work already delivered or in progress is invoiced at the agreed rate.
- On completion, the fee is not refundable — but if a deliverable does not match the agreed scope, tell us and we will correct it at no cost.
Monthly retainers
Ongoing work such as media buying or creative production is billed monthly in advance.
- You can cancel at any time by giving 14 days' notice before the next renewal date.
- The month already started is not refunded; we keep working through the end of the paid period.
Advertising budget
Advertising budget is not a fee and is never refundable by us. It is paid to Meta, TikTok or another platform and is spent by them the moment it runs. Refunds for platform spend can only come from the platform, under its own policies, and we cannot guarantee any outcome there.
Results
Marketing performance depends on your product, price, market and budget, and on platforms outside our control. Fees pay for the work performed, not for a specific result, so a result falling short of expectations is not on its own grounds for a refund. If you believe the work itself was not delivered as agreed, raise it with us — that is a different conversation, and one we want to have.
4. Asking for a refund
Email business.ascanio@gmail.com with your invoice or order number, the date, and what went wrong. We acknowledge every request within 2 business days and give a decision within 10 business days, explaining our reasoning either way.
5. How refunds are paid
Approved refunds go back to the original payment method. Once issued, funds usually appear within 5–10 business days, depending on your bank or card issuer. We do not charge a processing fee for a refund.
6. Chargebacks
If something is wrong, please contact us before opening a dispute with your bank or card issuer. We can almost always resolve it faster ourselves. A chargeback opened while we are still handling your request slows the process down for both of us.
7. Changes to this policy
We may update this policy. The version in force when you place an order or sign an agreement is the one that applies to it.
8. Contact us
Anything to do with a refund goes to business.ascanio@gmail.com. Our operating address is Via Tevere 7, 20045 Lainate (MI), Italy.