Refund policy
Return Conditions
At Aquasani, we want to provide you with clear information regarding the return of products ordered from aquasani.co.ukThe information below summarises the main return conditions set out in our General Terms and Conditions.
1. Right of Withdrawal
Consumers have a period of fourteen (14) days from receipt of the goods to inform us of their decision to withdraw from the purchase, without having to provide any reason.
To exercise your right of withdrawal, you must inform us of your decision before the expiry of this period by means of an unequivocal statement.
You can submit your request via our Contact page or contact our customer service directly:
Aquasani Customer Service
Email: service@aquasani.co.uk
Our customer service team will assist you with the return procedure and, in principle, will respond to return requests within 24 business hours.
After notifying us of your decision to withdraw, you must return or hand over the product without undue delay and, at the latest, within fourteen (14) days following that notification.
2. Condition of the Product in the Event of Withdrawal
During the withdrawal period, you may handle and examine the product to the extent necessary to establish its nature, characteristics and proper functioning, in a manner comparable to what you could reasonably do in a shop.
To protect the product during its return, we ask you, where reasonably possible, to return it:
* with its accessories, instructions, parts and other items supplied;
* in its original packaging, where this is still available and suitable for use;
* properly protected for transport.
The right of withdrawal cannot be refused solely because the original packaging has been opened or is no longer available, unless a legal exception to the right of withdrawal applies.
However, you may be held liable for any reduction in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning.
In particular, installation, assembly, connection, integration, prolonged use, modification or any handling beyond what is necessary to check the product may result in a reduction in value being taken into account when issuing the refund, within the limits provided by law.
3. Return Procedure
Our customer service team will assist you throughout the return process.
This assistance may include, in particular:
* assistance in choosing a suitable carrier;
* the information required to organise the return;
or the provision of a transport solution arranged by Broyeurwereld B.V.
When Broyeurwereld B.V. arranges transport in connection with a withdrawal where there is no defect attributable to the product or the seller, the transport costs remain the consumer’s responsibility. The amount or applicable terms will be communicated to you before the transport is arranged.
We recommend that you retain proof of shipment of the return, including the carrier's receipt and tracking number, until the case has been fully closed.
4. Return Costs
When exercising the statutory right of withdrawal, the direct costs of returning the goods are borne by the consumer.
This rule does not apply where a legal provision requires the seller to bear these costs or where Broyeurwereld B.V. expressly agrees to cover them.
Where a return concerns a defective or non-conforming product, an order preparation error, or a situation covered by a statutory warranty requiring the seller to bear the costs, the necessary return costs will be covered in accordance with the applicable regulations.
5. Refund in the Event of Withdrawal
In the event of a valid exercise of the right of withdrawal, Broyeurwereld B.V. will refund the amounts due to the consumer, including the initial delivery costs corresponding to the standard delivery method offered, under the conditions provided by law.
The refund will be made without undue delay and no later than fourteen (14) days after the date on which Broyeurwereld B.V. is informed of your decision to withdraw.
For sales of goods, Broyeurwereld B.V. may defer the refund until the goods have been recovered or until you provide proof that the goods have been shipped back, whichever occurs first.
The refund will be made using the same means of payment as used for the original transaction, unless you expressly agree to the use of another method and provided that this refund does not result in any fees.
Any additional costs resulting from choosing a delivery method that is more expensive than the standard delivery method offered will not be refunded.
6. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in situations where the applicable regulations expressly provide for an exception.
Depending on the nature of the products offered on aquasani.fr, this may include, where the legal conditions are met:
* products made according to the consumer's specifications or clearly personalised;
* goods which, after delivery and by their nature, become inseparably mixed with other items;
* sealed goods that cannot be returned for reasons of health protection or hygiene once they have been unsealed after delivery.
Where an exception to the right of withdrawal applies to a product, the consumer will be informed accordingly in compliance with the applicable legal requirements.
7. Defective or Non-Conforming Product or Delivery Error
If a return concerns a defective or non-conforming product or an order preparation error, please contact our customer service team so that we can assist you in handling your request.
Where possible, please provide your order number, the product concerned and the nature of the problem. You may also attach photographs or videos where these help us process your request.
The statutory warranties to which consumers are entitled remain fully applicable.
8. Need Help with a Return?
For any questions regarding a return, you can use our Contact page or contact us directly:
Aquasani Customer Service
Email: service@aquasani.co.uk
Return-related requests will, in principle, receive a response within 24 business hours.