Customer Service & Marketing Policy

ekomia is committed to an ethical approach to its customers. Our goal is to treat customers with respect, honesty, and transparency while protecting their privacy and personal data.

As of: May 2026

This includes responding to customer inquiries and complaints and making every effort, to the best of our knowledge and belief, to resolve any issues or concerns. It also means including and respecting all customers, regardless of their origin, religion, gender, age, sexual orientation, or other protected characteristics.

Ethical treatment of customers requires transparency in all interactions and communications, as well as compliance with all relevant laws and regulations. By adopting these principles, we foster trust and credibility with our customers and build a positive, lasting relationship.

Ethical Principles of Our Customer Service

Be transparent: Clearly and accurately present the products or services offered to customers.
Respond to customer inquiries and complaints: Strive to handle customer concerns promptly and satisfactorily. Our goal is to respond on the same business day.
Foster trust and credibility: Be honest, reliable, and responsive to customer needs.
Treat all customers with respect and kindness: Be patient, attentive, and address customer concerns.
Be inclusive and respectful: Do not discriminate against or mistreat customers based on their origin, religion, gender, age, sexual orientation, or other characteristics.
Protect customer privacy: Treat customer data confidentially and use it only for the purposes for which it was collected.
Comply with all relevant laws and regulations: Follow all applicable customer service laws, including those regarding data protection and privacy.

Our Ethical Marketing Principles

Respect customer privacy: Protect customer data and use it only for the purposes for which it was collected.
Avoid misleading marketing practices: Do not make false or exaggerated claims about products or services.
Make precise and verifiable environmental and social claims: General terms such as “environmentally friendly” or “sustainable” are only used if they are supported by a concrete, verifiable fact – for example, through a certification or a specific material disclosure. Environmental benefits that only apply to part of a product will not be communicated as a characteristic of the entire product.
Be transparent about positive and negative environmental impacts: We fully list all materials used – including synthetic or less environmentally compatible components. Our material library honestly describes the ecological properties of each material, even where compromises exist.
Disclose all material connections: If there is a relationship between ekomia and influencers or product advocates, this relationship will be disclosed.
Respect intellectual property rights: Do not use copyrighted or trademarked materials without permission.
Be inclusive and respectful: Do not engage in marketing practices that could be considered discriminatory or offensive.
Provide customers with an easy opt-out option: Enable simple unsubscription from marketing emails or text messages.
Comply with all relevant laws and regulations: Follow all applicable marketing laws, including the EU Directive on Empowering Consumers for the Green Transition (EMPCO) and the EU Green Claims Directive.

Questions, Feedback & Support

At ekomia, we strive to offer our customers the highest level of service and support. Our goal is to answer all inquiries on the same business day – and as quickly as possible for more complex matters.

If you have any questions or feedback about our corporate philosophy, your data, our products, or your orders, send us an email, call us, or use the live chat on ekomia.de.

Our customers come first. Please understand that we cannot respond to all sales and service offers.

Mon-Fri 10 am - 1 pm & 2 pm - 6 pm