Returns & Refunds

At Edilpanama, we are committed to customer satisfaction. Our returns and refunds policy has been designed in accordance with Law 45 of October 31, 2007 — Consumer Protection and Competition Defense of the Republic of Panama.

Right of withdrawal

You have the right to withdraw from your purchase without the need for justification within 15 calendar days of receiving the product, provided the conditions described below are met.

Return conditions

For a return to be accepted, products must meet all of the following conditions:

  • The product must be in its original packaging, unopened and showing no signs of use.
  • Materials must not have been mixed, applied, cut, or altered in any way.
  • The purchase invoice or order confirmation must be presented.
  • Products such as paints, sealants, and waterproofing materials must retain their factory seals intact.
  • Bulk products, custom-cut items, or made-to-order materials are not eligible for return.

Defective products or shipping errors

If you receive a defective product, one damaged during shipping, or an item different from what you ordered, you are entitled to:

  • Replacement of the product with one in perfect condition.
  • Full refund of the amount paid, including shipping costs.
  • Store credit for the equivalent value for future purchases.

In these cases, Edilpanama covers reverse logistics costs (product pickup). You must notify us within 48 hours of receiving the order, attaching photographs of the product and packaging.

Return process

  1. Contact us at info@edilpanama.com or through our contact form, providing your order number and the reason for the return.
  2. Our team will review your request and confirm the return authorization (RMA) within 2 business days.
  3. Once authorized, we will arrange product pickup or direct you to the nearest drop-off point.
  4. Upon receiving and inspecting the product, we will process the refund or exchange within 5 business days.

Refund methods

  • Credit/debit card: the refund is processed to the same payment method used. It may take 5 to 15 business days to appear, depending on your bank.
  • Bank transfer: processed to the account from which the original payment was made, within 5 to 10 business days.
  • Store credit: applied immediately to your account and can be used on your next purchase with no expiration date.

Exclusions

Returns are not accepted in the following cases:

  • Products that have been opened, mixed, or applied.
  • Custom-cut materials (sheets, profiles, cut pipes).
  • Clearance products clearly identified as such.
  • Damage caused by improper storage or handling by the customer.
  • Requests made beyond the 15 calendar day period.

Product exchanges

If you wish to exchange a product for a different model, color, or quantity, the process is similar to a return. Exchanges are subject to inventory availability. If the new product is priced higher, the difference will be charged; if lower, a store credit will be issued for the balance.

For any questions regarding this policy, contact us at info@edilpanama.com.