How to return an item

Please note: we are migrating from our old platform to the current one. Our priority is to have all legal texts ready to fully comply with regulations. There may be errors at the moment.

You have 14 calendar days from receiving your order to return it, without giving us any reason. If your order arrives in several shipments, the period starts when you receive the last one.

Step by step

1. Log in to your account. Tap the account icon at the top of the website and enter your email. We'll send you a code to sign in.
2. Open the order. Under “Orders”, open the order you want to return.
3. Tap “Request return”. Select the products and the quantity you want to return. We'll ask you for a reason; if you'd rather not say, choose “Other”.
4. Wait for our confirmation. We review your request and send you an email with the return address and instructions.
5. Send the product. You have 14 days from when you told us about the return. Send it complete, with its accessories and well protected, ideally in its original packaging. Return shipping costs are on you. We recommend a tracked shipment and keeping the receipt.
6. Get your refund. We refund what you paid, including standard shipping costs, using the same payment method. We do this within 14 days of you telling us about the return. We may wait until we receive the product or proof of shipment with a tracking number.

Chemicals and bulky products

Chemicals can't be sent by post or with just any carrier. Neither can bulky products, such as heat pumps, large filters, filtration equipment or pallets of mosaic tiles. That's why we arrange the collection ourselves. It costs €19.90 in mainland Spain and Portugal, and €29.90 in the Balearic Islands (VAT included), and is deducted from your refund.

Product condition

You can open the product and check it as you would in a shop. If it arrives damaged or shows use beyond that check, we'll deduct the loss in value from your refund and explain the reason and the amount.

Products that can't be returned

• Made-to-measure products: covers, pool covers and mosaic tile designs made to your specifications. Standard mosaic tiles, without a design, can be returned.
• Opened chemicals.
• Products that, after use, have become inseparably mixed with other items.

If a product is faulty, you still have the 3-year legal guarantee.

Rather not use your account?

You can also request a return by email at info@quimipool.com, through our contact form or by calling +34 91 128 55 90 (Monday to Friday, 10:00–13:00 and 15:00–17:00, Spanish time).