Return, Shipping & Warranty Policy
These Terms and Conditions clearly and in detail outline all the contractual obligations and rights of both parties in the sale of items on the PoolRobotShop.com website.
Last updated: July 2024
9. product return policy
9.1 Conditions for exercising the right of withdrawal
The customer has the right to return products purchased on poolrobotshop.com without any penalty, additional cost, or obligation to provide reasons, within thirty (30) calendar days from the day the customer receives the products. All returns are free of charge; the owner will cover the return costs.
The customer is responsible for complying with all listed conditions and proceeding according to point 9.2 (How to make a return).
Upon receipt of the products by the owner, the sales contract will be considered null and void, and all related obligations, rights, or claims will expire, provided that if the returned products are damaged, the owner will have the right to offset such damage with the payment already made by the customer. Additionally, pursuant to Article 59 of the Consumer Code, the customer cannot exercise the right of withdrawal in the following cases:
- Absence of integral parts of the product (integral parts, accessories, manuals, etc.).
- Absence of original packaging, external and internal. (Boxes, films, manuals)
- Damage to the product due to improper or non-compliant use as per the provided instructions.
- Damage to the product during transport due to unsuitable packaging used for the return.
- Differences from the initial condition of the product, such as evident wear and tear or environmental influences that prevent resale in the original condition.
- Supply of goods made to measure or clearly personalized.
- Differences from the initial condition of the product, such as evident wear and tear or environmental influences that prevent resale in the original condition.
- Return of dirty or wet items; all items must be returned in identical hygienic and aesthetic conditions with the respective seals and packaging provided.
Any unauthorized use by the customer will be prosecuted according to the applicable legal consequences. The customer must compensate for any damage caused during transport if the original packaging is not used.
9.2 How to make a return
The customer must contact customer service via email or WhatsApp at the general contact number or by sending the form available on the contact page. After receiving confirmation of the right of withdrawal, the customer will receive a prepaid and prefilled return label from the owner. The customer will not incur any additional return shipping costs and will have a maximum of 20 days from receipt of the label to ship the package.
During this period, the use of the items by the customer is strictly prohibited. Any abuse will result in the total loss of the right of withdrawal. In case of non-delivery of the returned package, the customer must provide proof of delivery, i.e., the receipt bearing the signature of the recipient. Without such proof, the owner will not grant the refund.
Once compliance with the conditions is confirmed, the owner will send a confirmation email of the return acceptance and initiate the refund process, which will be completed within fourteen (14) days. The refund will always be made exclusively to the original payment method used by the customer.
If the above conditions are not met, the customer will not be entitled to a refund and may only request the return of the products at their own risk and expense. If the customer does not request the return of the products within sixty (60) days of the relevant communication, the owner will have the right to retain and/or dispose of them along with the amount received for the transaction.
10. shipping policy
The Owner offers free shipping for orders with a total value of at least €500.00 in all European Union countries. For purchases below this threshold, shipping rates will be calculated based on the customer's country and delivery location. All shipments are made via express courier, with tracking service and insurance covering any damages or losses up to the full value of the order.
Confirmed orders are processed and shipped within 48/72 hours, barring unforeseen circumstances. This timeframe is indicative and does not constitute a legally binding obligation. In case of delays, the customer will be promptly informed. Delivery times vary depending on the courier service and destination: on average, 5/7 days for most EU countries and 7/10 days for more remote areas of the same countries, such as islands and remote areas.
Given that the Owner's main shipping facility is located in Romania and that we have various warehouses across Europe, delivery times may differ based on the product's location at the time of purchase. After shipping, the customer will receive an email with a tracking link, which will be activated once the goods are picked up. In the absence of the recipient at the provided address, the courier will leave a missed delivery notice and will attempt delivery again on the next working day.
After a second unsuccessful attempt, the order will be held at the nearest branch. The customer can either collect the package from the holding address or arrange a new delivery by contacting the branch or our customer service. Deliveries do not occur on holidays or non-working days.
The Owner assumes full responsibility for any damage, theft, or loss of packages during transport. In such cases, the customer will be refunded the full amount, effectively canceling the sales contract. Alternatively, with the customer's agreement, a new package containing the same ordered items will be sent. The customer has the freedom to choose between these two options.
Any delays or non-deliveries due to force majeure or unforeseeable circumstances by the courier are not the responsibility of the Owner. Please note that orders placed during peak periods, such as holidays, may experience delays.
11. legal warranty
All products sold by PoolRobotShop (authorized dealer) are covered by the manufacturer's warranty for defects in conformity, as provided by applicable regulations. The warranty period varies depending on the model purchased and the final consumer. For private consumers, the standard warranty period is indicated on the product page at the time of purchase, in the "Warranty" section, and can range from 24 to 48 months depending on the product.
The warranty for legal entities, companies, or VAT holders not classified as private consumers is limited to a period of 12 months for any product, in accordance with Directive 1999/44/EC of the European Parliament and of the Council on certain aspects of the sale of consumer goods and associated guarantees.
To exercise warranty rights, the Customer must retain the invoice or order confirmation sent to the email address provided at the time of purchase.
The manufacturer's warranty is provided according to the terms specified in the documentation included with the product. If, after an inspection by an Authorized Service Center, the defect is found not to be covered by the manufacturer's warranty, the Customer will be charged for the verification and repair costs required by the Authorized Service, as well as transportation costs.
The legal warranty applies to products that present a defect in conformity, provided they have been used correctly and in accordance with the instructions in the attached technical documentation.
In the event of a defect in conformity, PoolRobotShop will restore the product's conformity without any charge to the Customer, either by repair or replacement. Alternatively, the Customer may request an appropriate price reduction or the termination of the contract.
If, following an inspection by an Authorized Service Center, no defect in conformity is found, the Customer will be charged for the verification and repair costs required by the Authorized Service, as well as transportation costs.
In cases where it is not possible, or excessively costly, to restore or replace the non-conforming product under warranty, PoolRobotShop may, with the Customer's consent, provide a different product with equivalent characteristics and value. The Consumer retains the right to request an appropriate price reduction or the termination of the contract.
The Seller disclaims any liability for damages resulting from delays in repairing or replacing warranty products when such delays are not attributable to PoolRobotShop.
When the application of the warranty requires the return of the product, the item must be returned by the Customer in its original packaging, complete with all its parts (including packaging, documentation, and accessories: manuals, cables, etc.).
During the warranty period, upon the Customer's request, PoolRobotShop commits to sending a temporary replacement product free of charge. However, the replacement product may not be identical to the purchased product and may not offer the same performance. PoolRobotShop disclaims any liability in this regard.
If the warranty period has expired or the warranty is not applicable, the Customer will be required to pay PoolRobotShop for the rental and any applicable costs for the use of the temporary replacement product. These costs will be communicated to the Customer prior to the shipment of the temporary product.
PoolRobotShop excludes any liability for lost profits, damages, or delays due to the malfunction of the temporary replacement product, as well as for manufacturing defects of the originally purchased product.
11.2 Warranty Exclusions
The effectiveness of this warranty is conditioned upon proper use and maintenance, as well as compliance with the usage and maintenance instructions provided by the manufacturer in the packaging and by the owner on the product pages of the individual items.
The owner disclaims any responsibility if the provided instructions are in a language different from the country of destination of the product or the customer’s country. Therefore, the customer fully accepts and assumes the responsibility of requesting instructions in their own language from the product manufacturer or translating the provided instructions if deemed necessary.
Damage or malfunction of products used improperly, whether intentionally or unintentionally, is not covered by the warranty.
This includes improper, inappropriate, unsuitable, or non-compliant use, whether voluntary or involuntary, with the specifications, usage methods, and regular maintenance (instructions) explicitly stated by the manufacturer and the owner on the post-purchase page sent via email and/or viewed after purchase.
By accepting the terms and conditions at the time of purchase, the customer is fully responsible for any voluntary and/or involuntary damage caused to the product due to lack of knowledge and awareness of the product itself.
Similarly, by accepting these terms, the customer expressly declares to have reviewed, after purchase, the specifications, usage methods, regular maintenance procedures, and consequently all the instructions for each of the purchased products, and therefore to have fully understood every detail.
The warranty also does not cover:
- Parts subject to wear in the short and medium term: such as brushes, filters, bags, power cables subject to aggressive environmental influences, housings, bumpers, disposable parts.
- Fragile parts in case of even minimal breakage: such as glass, sensitive plastics.
- Minor deviations of the product from what is due that do not affect the value and effectiveness of use.
- Damage caused by aggressive environmental influences, chemicals, or detergents of any kind.
- Damage due to use for a purpose other than that for which it was designed. (The customer undertakes not to use the product before reviewing the instructions for use available on the individual product pages. Note: if the instruction manual provided by the manufacturer or the owner is in English or a language not understood by the customer, the customer is obliged to use readily available translation tools to understand the mentioned documents.)
- The owner is not responsible for any misunderstandings or lack of understanding of the instructions by the customer, even if minimal.
- Damage caused by force majeure or natural disasters.
- Damage and malfunctions not reported by the customer.
- Opening/repair of the product by a person/company other than the dealer itself (unless expressly authorized by the owner).
11.3 Liability and Additional Costs
If a defect is found not to be covered by this warranty, the shipping costs of the product are borne by the customer. If, after being informed of the lack of warranty coverage and the costs expected for a potential repair, the customer wishes to proceed with the repair of the device, they must bear the costs of spare parts and labor for the repair.
If the product presents secondary malfunctions or defects not indicated by the customer, the latter will be held responsible for each undisclosed malfunction or defect. Any costs due to repair/replacement interventions for undisclosed secondary damages will be borne by the customer.
