For a correct return or exchange.
Before making a return or exchange, it is essential to contact the after-sales department exclusively by email. The after-sales department does not have telephone customer service. This step is essential, since you will be informed of all the steps to follow for a correct shipment and its subsequent verification by our SAT, who will determine if a product change is necessary.
ATTENTION: Any electrical material is NOT returnable.
Return for defective product
If a product arrives damaged, we will send you a new product. Piscinasyproductos.com will bear all extra transport costs that may arise, provided that the product has not been used, altered or manipulated and that the original packaging is in perfect condition. To do this, follow the process to make the change or return. We will not accept any change or return if you have not previously contacted us to let us know.
In these cases, within a maximum period of 14 calendar days, we will reimburse you for all expenses incurred, including: the amount you paid for the product(s) being returned and, if applicable, the initial shipping costs and the costs of shipping generated by the return. The refund will be made using the same payment method that you chose at the time of placing the order.
If after the quality control no non-conformity or material manufacturing defect is detected, we will refund the price of the product, plus the initial shipping costs. In this case, the customer must bear the shipping costs that may arise from the return
Return for sending the wrong product
If one or more products received do not correspond to your order, Piscinasyproductos.com will pick up the wrong product at the indicated address and deliver the correct one. Without any extra cost, as long as the product has not been used, altered or manipulated, and keeps the original packaging in perfect condition. To do this, follow the process to make the change or return. We will not accept any change or return if you have not previously contacted us to let us know.
Return at customer's request
If you are not satisfied with the purchase made, you must send us the product freight prepaid by the agency you deem appropriate (if you choose Correos, the shipment must have a tracking number), provided that the product has not been used, altered or handled and keep the original packaging in perfect condition (if the product was an electric pool cleaner and it has touched water, you will not have any type of return). To do this, follow the process to make the change or return. We will not accept any change or return if you have not previously contacted us to let us know.
The return period is up to 14 days from the delivery of your order.
We will refund your order within a maximum period of 14 days from when you notify us of the withdrawal.
Process to make the change or return.
- Send an email to email@example.com (after-sales department) to request return / exchange authorization or said request will be rejected. In the email it is essential that the corresponding information comes:
- If the package has not been opened or unsealed: order number and reason for the return.
- If you have opened / unsealed the product: order number, reason for the return and attach photos of the product on the front and back to check its condition.
- Print the RMA form, fill it out and attach it to the product you are sending us.
- Piscinasyproductos will send the transport agency to pick up the merchandise or the client will send the product by their own means. In both cases, the customer will bear the shipping costs.
- Once received at our facilities, its status will be checked by our SAT before proceeding with the change.
- In the event that it is confirmed that the product is under warranty, piscinasyproductos.com will exchange it and will assume the shipping costs (both outbound and return up to €10).
- In the event that the product is not or does not cover the guarantee, the customer will bear the shipping costs (both outward and return).