Refund policy

Right of withdrawal

Our goal is to ensure your complete satisfaction. If for any reason you are not satisfied with your order, you may exercise your right of withdrawal within 14 working days from the day you received the products purchased on www.https://shop.aquaeurope.eu/en/. Products to be returned must be delivered to the courier within 14 working days from the date of their receipt. You may instruct a courier of your choice or request at 0331.464982 or by email to commerciale@aquaeurope.eu for pickup at your address or pickup point. The cost of sending shipment of the product shall be borne by you and will be deducted from the balance, in case we have requested pickup through one of our affiliated couriers.

Conditions for the exercise of the right of withdrawal

The right of withdrawal is considered to be properly exercised if the following conditions are fully met:

1. The return must be made within 14 working days from the date of delivery
2. The products must not have been used, installed, tampered with
3. Products must be returned in their original packaging
4. The returned products must be delivered to the courier within 14 working days starting from the date he received the products

AQUA EUROPE Srl reserves the right not to accept products, used, damaged, tampered with. If the product has been tested, AQUA EUROPE Srl, will charge the customer the cost of replacing the filters/components, necessary to restore the device to the same as a new one.

If you have complied with all the conditions required, you will be refunded, within 14 days of receipt of the return, the full price of the products purchased or the full price reduced by the cost of transport (in the case it was made at our expense), or reduced by the cost of restoring the product, if the same was found to have been used.

In the event that your return cannot be accepted because it does not comply with the above conditions, you will be contacted by Customer Service. In this case, you may choose to re-obtain the purchased products at your expense. Should you refuse, AQUA EUROPE Srl reserves the right to retain the products or the amount corresponding to them.

How to make a return

IF YOU HAVE PLACED AN ORDER AS A REGISTERED USER:

1. Contact Customer Service
2. Send an email to the following email address: commerciale@aquaeurope.eu
3. Enter the following details: order number, quantity, brief description of the problem, and finally attach photos.
4. Wait for a response from our customer service department.

Refund time and method

Once the returned products are delivered to the warehouse, verified the integrity of the same, AQUA EUROPE Srl, will issue the refund according to the payment method that you will have chosen when ordering. Whatever method of payment you used to purchase the returned products (credit/debit card, bank transfer), the refund will be made by AQUA EUROPE Srl within 14 working days from the date on which the latter became aware of the exercise of your right of withdrawal, after verifying that the withdrawal was made in compliance with the above conditions.

The actual time for the re-credit or refund of the sums paid by you for the purchase of the products depends on the method of payment used:

• credit/debit card purchase: the actual re-credit date depends on the institution that issued the credit/debit card. Please be advised that the value date of the re-credit will in any case be the same as that of the debit, so you will not suffer any loss in terms of bank interest

In case of purchase with SOISY or SCALAPAY installment financing, once the products have been received in accordance with the return procedures, AQUA EUROPE Srl, will notify the partner credit company, your wish to withdraw from the installment program chosen and will proceed to the cancellation of the financing / commitment to installment payment. It is understood that any costs exposed by SOISY / SCALAPAY for the investigation / cancellation of the file, will be at its sole expense.