Frequently asked questions

All prices shown in our store include VAT. For greater transparency, shipping costs are added separately at the end, as they depend on the total weight of the order and the destination.

Transport costs are included for orders over €100 (only for orders within mainland Spain, excluding Portugal)¹. Please contact us.

Certain items, due to their volume and/or weight, are exempt from the above condition.

¹Transport rates for destinations outside mainland Spain are as follows:

• Balearic Islands, Ceuta, Melilla, the Canary Islands, and the rest of the world (shipping costs will be borne by the customer, and the rates set by the transport agency according to the destination will apply).

When there is a "Free Shipping" offer, it is only valid for orders within mainland Spain, excluding Portugal, and only applies to the "Paquetería de Correos" service. Alternative carriers will also be available, but at a small surcharge due to their urgent nature.

Under normal conditions, the shipping time will be 1–2 business days once the goods have been marked as shipped. In any case, and for greater certainty, please contact us to confirm the delivery time for each item.

Orders placed after 1:00 p.m. will be considered for the next business day.

Yes. 

In principle, all products in our store are available unless they are marked as “unavailable” on the product page. Please note that, given their handcrafted nature, many of our products are produced in limited quantities. If a product were to go out of stock when you place your order and we had not been able to update this information in the store, we will contact you immediately to offer you a similar product or refund the corresponding amount.

No. That’s why we recommend providing an address (for example, your workplace or a neighbor’s) where someone can receive the package.

Delivery hours are Monday through Friday, from 9 a.m. to 7 p.m.

If the carrier attempts to deliver your package and no one is available to receive it, they will leave a note confirming the delivery attempt. Please contact the shipping company as soon as possible using the phone number on the note to arrange a new delivery. If you have any problems, remember that we are available at info@piscinasyproductos.com.

NOTE: For deliveries of bulky products to upper floors of a building, the shipping company is only responsible for delivering your order to the entrance of your building.

• Return due to a product allegedly damaged, an opened and/or damaged box, or material missing due to transport:

If you detect any shortage or damage upon delivery, you must note it on the copy of the delivery receipt that you sign and retain from the transport agency. In particular, you must check that the number of packages on the delivery note matches the number delivered. This is essential in order to process the incident and issue a refund, where applicable.

Please remember that a stamp or notes such as “pending inspection” or “accepted subject to inspection” have no legal validity.

    - Visible damage to the material’s packaging must be reported within 24 hours of delivery. Photographs of the damaged packaging, the material, and the transport agency’s label attached to the damaged package are essential. After this period, we will not accept responsibility and will consider the delivery correct.

    - Non-visible damage must be reported within 48 hours of delivery. Photographs of the damaged material and the intact packaging are essential. As in the previous section, if the report is made after this period, we will not accept responsibility and will consider the delivery correct.

• Return due to a defective product:

If a product arrives damaged, we will send you a new product. piscinasyproductos.com will cover all additional transport costs that may arise, provided that the product has not been used, altered, or handled and that the original packaging is kept in perfect condition.
To do so, contact us by email at info@piscinasyproductos.com within a maximum of 7 business days from receipt of the order, clearly indicating the problem and attaching a photograph of the damaged product. We will not accept any exchange or return unless you have contacted us beforehand to report it.

• Return due to an incorrect product:

If one or more of the products received do not match your order, piscinasyproductos.com will collect the incorrect product from the address provided and deliver the correct one. At no additional cost, provided that the product has not been used, altered, or handled and that the original packaging is kept in perfect condition.
To do so, contact us by email at info@piscinasyproductos.com within a maximum of 7 business days from receipt of the order. We will not accept any exchange or return unless you have contacted us beforehand to report it.

• Return at the customer’s request:

If you are not satisfied with your purchase, you may exercise your right of withdrawal within 7 business days by returning the product at your own expense, with the return costs being borne by the customer, provided that the product has not been used, altered, or handled and that both the original packaging and the product itself are kept in perfect condition. In the case of an electric pool cleaner, returns are not accepted if it has already been submerged in the pool. If the product is not returned in its original packaging, the item will be subject to depreciation.
To do so, contact us by email at info@decoytec.com within a maximum of 7 business days from receipt of the order. We will not accept any exchange or return unless you have contacted us beforehand to report it.

Yes. If it has already been shipped, you will need to return your order. In this case, once we receive the goods in their original packaging and in perfect condition, we will refund the corresponding amount. However, please note that you will be responsible for the return shipping costs. The maximum period for canceling an order is 7 business days from receipt.

In any case, please contact us at info@piscinasyproductos.com

PISCINASYPRODUCTOS respects your right to privacy: we will only use your personal data to provide you with better service. Under no circumstances will we sell or share it with third parties. You may access, correct, or delete it at any time.

The offices and warehouse of PISCINASPISCINASYPRODUCTOS.COM are located at:

RIVAS Y ANAYA, S.L.
7 Edison Street
29680 ESTEPONA (Málaga)

The best way is by email. This system allows us to be more agile and flexible when managing communication with our customers. For inquiries about your order, comments, suggestions, or any other information, you can write to us at info@piscinasyproductos.com. We are also available by phone at 951 974 560.