Returns and cancellation policy
In accordance with current legislation, products may be returned, for whatever reason, within 30 calendar days of receipt of the goods by the customer, except for electric and hydraulic pool cleaners, which may be returned within 15 calendar days of receipt. To do so, the conditions set out on this conditions page must be complied with.
You can request it by filling in the withdrawal document by logging in with your username and password.
Conditions for returns
Returns of the following products will not be accepted, as established by Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws:
- The provision of services, once the service has been fully executed, when the execution has begun, with prior express consent of the consumer and user and with the acknowledgement on his part that he is aware that, once the contract has been fully executed by the entrepreneur, he will have lost his right of withdrawal.
- The supply of goods or services whose price depends on fluctuations in the financial market which Quimipool cannot control and which may occur during the withdrawal period.
- The supply of goods made to the consumer's and user's specifications or clearly personalised, such as fences, covers, stoneware patterns and any other such product.
- The supply of goods that are likely to deteriorate or expire quickly.
- The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
- The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.
- The supply of digital content that is not provided on a material medium when the performance has begun with the prior express consent of the consumer and user with the knowledge on his part that he consequently loses his right of withdrawal.
All goods must be returned in their original packaging with all accessories contained therein, in perfect condition and protected, avoiding stickers, seals or adhesive tapes directly on the surface or packaging of the article and unused. Otherwise Quimipool reserves the right to refuse the return.
If the product is in good condition, but the packaging (box, plastic or wrapping) in which the product is found is not in good condition, the return will not be accepted.
Once the return form has been filled in and sent, you will receive instructions by e-mail to send it to our facilities. You must send the goods, without any delay, within 14 days of informing us of your wish to exercise your right of withdrawal.
You will be responsible for the transport costs incurred in returning the goods. You are free to choose the agency that best suits your needs or offers the most competitive rates. However, you can make an estimate of the cost of the return:
- Correos.
- Correos Express.
- Dachser.
- Envialia.
- GLS.
- Redur.
- Tourline Express.
Once the goods have been received and it has been checked that they comply with the Returns and Withdrawal Policy, the amount of the returned material will be refunded, if applicable, using the same means of payment with which the purchase was made, within a maximum period of 14 days.
If the return does not proceed, you will have the material at your disposal to collect it within 30 calendar days. After these days, if the material has not been collected, storage costs will be generated: 5 € per day (VAT included).
In the case of gresites and borders, the return will cost from 32 € + vat per box. The final amount will depend on the number of boxes to be returned and the town where the material is located. Football designs or shields cannot be returned as they are manufactured specifically to order.
Procedure for making a return
To request the return of a product, you can follow these steps:
1. Log in with your username and password to your customer panel "My account".
2. Enter the "Order history" and select the order in which is the item you want to return.
3. Mark the product for which you request the return.
4. Finally, put a brief comment explaining why you want to make the return and click the button "Make RMA return voucher".
Or if you prefer, to exercise the right of withdrawal, you must notify us at the email address info@quimipool.com your decision to withdraw from the contract through an unequivocal statement by attaching the withdrawal form duly completed (or failing that including in the email the data requested therein).
The Returns Department will receive your request and will inform you by email of the procedure to follow. Remember that you must comply with the aforementioned conditions.
You can also consult our After-Sales Service.
Warranty
Products purchased through https://www.quimipool.com/gb/ enjoy a 2-year warranty period from the time of delivery, which covers any manufacturing defects in the product, as well as any faults that may occur during this period.
The user must inform Quimipool of the lack of conformity within two months of becoming aware of it.
The purchaser has a 2-year warranty, which will come into force on the date of purchase as detailed on the sales invoice. Upon request, an extension of the warranty or a customised project warranty may be considered, after evaluating the conditions of application. Quimipool is not responsible for damage caused by unprofessional installation, products modified or manipulated by the customer or by any other person not authorised by the manufacturer; as well as for improper use, manipulation and/or short circuits, apparent signs of improper treatment. The product to be repaired or replaced must always correspond to the one sent by Quimipool, enclosing the delivery note and/or invoice. In case of repair of a product, the customer may manage the repair directly, processing it and making the shipment. To do so, the customer must contact Quimipool and request the necessary instructions and authorisation from LDS. It is important that returns to technical support are perfectly packaged and protected, without stickers or labels on the packaging and original protections. If the product arrives at Quimipool with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. If the original packaging is not available, the customer must use a sturdy box of sufficient size to allow the equipment to be inserted loosely; it is recommended that the customer insert sufficient protective material (bubble wrap, paper bags, foam, etc.) under, on and around the product, in order to prevent any movement of the product inside the packaging. The customer must indicate on the shipping label the LDS number provided by Quimipool.
Excluded from the guarantees are consumable products, defects caused by improper use or handling, connection to the mains other than that indicated, incorrect installation or defects resulting from any external cause.
For products of a durable nature, the consumer shall have the right to an adequate technical service and to the existence of spare parts for a minimum of 5 years from the date on which the product ceases to be manufactured, without the price of the spare parts being increased when they are used for repairs.
To find out about the steps to follow in the event of problems or breakdowns in a product, please contact the Customer Service Department at Quimipool on the telephone number 91 128 55 90.
To avoid problems with the installation or operation of the product purchased, make sure you have followed the installation and operating instructions contained in the user manuals. If the purchased product still does not work correctly, you should immediately contact the manufacturer's customer service and technical assistance services or, if applicable, the representative or distributor.
The technical services will usually require you to provide them with the following information:
- Invoice of purchase.
- Make and model identification.
- Serial number.
The warranty does not cover damage caused by external factors such as power surges or drops, atmospheric phenomena, fire, water, abnormal use of the product, accidental falls or incorrect use by individuals or companies not authorised by Quimipool. Likewise, it does not cover wear and tear due to hours or hours of improper use or negligence before or during use, as well as faults caused by incorrect installation or incorrect handling and storage. Quimipool reserves the right to study each returned product by independent specialists, the guarantee being exempted in the event that it is demonstrated by the competent authorities that the breakage or breakdown has been caused by the customer, as well as the partial breakage of the product to force the use of the guarantee for the return or reimbursement of the product; in these cases, the costs of the expertise will be borne by the customer. Quimipool is not obliged to compensate the customer or third parties for the consequences of the use of the product, be they direct or indirect damage, accidents suffered by persons, damage to property other than the product, loss of profit or loss of earnings.
If the warranty does not apply, you will have the material at your disposal to take it back within 30 calendar days. After these days, if you have not removed the equipment, a storage charge of 5 € per day (VAT included) will be incurred.
Exchanges
Quimipool does not make changes of articles. If you wish, you can request the return of the unwanted product, complying with the conditions of the Return and Withdrawal Policy, and place a new order for the desired article.