Legal
Refund policy
This policy explains the statutory withdrawal and refund process for eligible online consumer orders. It does not reduce any mandatory consumer rights.
Last updated: 2026-07-21
14-day right of withdrawal
For eligible distance contracts, consumers may withdraw within 14 days after receiving the goods, without giving a reason. To exercise the right, send us an unequivocal statement by email to [email protected], including your order reference and a clear statement that you wish to withdraw. You may use the model wording: “To Kathenera Energy, [email protected]: I hereby give notice that I withdraw from my contract for the purchase of [goods], ordered on [date], received on [date], name, address, date.”
Refund timing and method
For a valid withdrawal, we reimburse payments received for the withdrawn goods, including the cost of the least expensive standard delivery method offered, without undue delay and no later than 14 days after we receive your withdrawal notice. We may withhold reimbursement until we receive the goods back or you provide evidence that they have been sent back, whichever comes first. Reimbursement is made using the original payment method unless you expressly agree otherwise, and without fees for the reimbursement itself.
Exceptions and services
The withdrawal right has statutory exceptions, including certain clearly personalised goods and, where the legal conditions are met, services fully performed after your prior express request and acknowledgement. We will identify any applicable exception before purchase or installation. Your statutory remedies for faulty, non-conforming or incorrectly supplied goods remain unaffected.