Returns and refunds

You have 14 calendar days to return a new product that does not satisfy you. Any return of new equipment requires the prior written agreement of our team. Here is the procedure.

How to return a product

1. Contact us before shipping by e-mail (contact@pompes-h2o.com), on +33 3 44 25 91 01 or through the contact form, giving your order number and the product concerned.
2. Obtain our written agreement: no return of new equipment is accepted without the express written agreement of our departments, even under warranty.
3. Pack the product in its original condition: with its packaging, accessories and operating instructions.
4. Enclose your invoice and the return form, duly completed and signed.
5. Ship by La Poste or another carrier, preferably registered or tracked, with insurance covering the market value of the products (necessary in the event of loss or theft by the carrier).
6. Refund by the same means of payment as your purchase.

Right of withdrawal: 14 calendar days

You may return a new product within 14 calendar days, without penalty, except for shipping costs. The return is made at your expense, together with your invoice and the duly completed and signed return form. The full conditions are in § 7 of the terms and conditions of sale.

Take-back of new equipment

• A 15% deduction is made from the take-back price for a return of new equipment within two months at most of the invoice date.
• An additional reduction in value may be applied if repackaging is necessary to put the equipment back on the shelf.
• Outward shipping costs are borne by the customer, except where the product is non-compliant. In the event of an ordering error by the customer, shipping is at their expense.

Return address

Parcel damaged on delivery

If the packaging is damaged on receipt, refuse the parcel or make reservations on the driver’s delivery slip, then contact us within 48 hours. The full procedure is described on the Delivery page.

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