Cancellations and refunds
At European Whirlpools, we pride ourselves on having the best return policy in the industry. Cancel your order at any time prior to shipping completely free of charge (exceptions apply, e.g. custom orders, see below).
If you have any questions, please E-Mail info@european-whirlpools.com or call us at +49 151-23198096.
Cancellations (before the order is dispatched)
If you need to cancel an order, please contact us as soon as possible so that we can refund you in full before your order is made. You can reach the agents during business hours at +49 151-23198096 or at any time by E-Mail via info@european-whirlpools.com.
Cancellations of custom-made products
Custom-made products cannot be cancelled or refunded as these products are made specifically for your order.
These units are customised to your specifications or created to your order. Once you have placed your order, our manufacturers will begin building your unit. Your order guarantees you a fully functional and operational product. In addition, these specifications are based on the respective manufacturer of the products. If it is not clear whether your order is a customised product, please send us a message or give us a call.
These products include, among others
- Hot Tubs
- Cold pools/immersion pools
- Geodesic Domes
All sales of customised and made to order products are final.
Refunds and returns
If you need to exchange your product, you may do so. You, the customer, are responsible for all shipping costs during all return and exchange processes.
Due to drastically increasing LTL/freight shipping costs, there is a 25% cancellation fee + return shipping costs for any full return. If you replace the product with something else, depending on the product, we may be able to help you cover some of the cost.
Delivery times
We promise to do our best to despatch your order to you as quickly as possible. Delivery times are manufacturer dependent and are shown on the individual product pages.
Order delays have proven to be unavoidable and are beyond the control of European Whirlpools. Whilst this may be frustrating, we ask you to be patient and understanding with us during these difficult times. We thank you for your time, patience and the trust you have placed in us.
When you make a purchase from European Whirlpools, you recognise the following exchange agreement:
- I understand that I must inspect the package upon delivery and note and photograph any damage and return it to European Whirlpools within 24 hours of delivery of the product.
- I understand that in the event of a refund or exchange, I am responsible for the cost of return shipping and the cost of shipping a new product.
- I understand that products must be returned unopened and unused. An additional restocking fee may apply.
- I understand that I cannot receive a full refund once my order has left the warehouse.
- I understand that if I return my order after it has been shipped, I am responsible for paying all return and restocking fees, which vary by product but are usually around 25%.
Damage
Please check the packaging of your items on arrival. If you notice any damage, you should make a note of this when signing for the delivery. If your items arrive damaged, please send photos of the damage, packaging and item number along with a brief description of the damage to info@european-whirlpools.com. We will then process an insurance claim on your behalf. For freight damage, photos and videos must be sent within 24 hours of arrival, otherwise the freight damage claim will be invalid. Any punctures or visible signs of external damage must be reported within 24 hours.
Warranty
Warranties vary by manufacturer - see product pages for details. If an item was damaged on arrival and not reported within 30 days, this does not constitute a warranty claim.
Returns
European Whirlpools' default setting is that customers are responsible for all return or reshipment charges caused by customer error, unless otherwise stated on the product page.
All our products are covered by warranty. This means that you will receive a 100% fully functional product that you have paid for at no additional cost to you. Details can be found on the individual product pages.
BOGO promotions
In the case of a BOGO promotion, both items must be returned for a full refund. If either item is returned, you will receive a replacement for that item or a credit for the value of that item when purchased individually. If your order was shipped, you (the buyer) will also be responsible for actual return shipping costs and possibly a restocking fee depending on the manufacturer. Refunds will only be made to the original payment method you used to place the order.
All customers declare that they have read, understood and agree to the above terms and conditions.
Different refund and return policies apply to individual items depending on the manufacturer. For details, please refer to the individual product pages or contact info@european-whirlpools.com.
Chargebacks
Our team of agents are here to help you and resolve any issues. We have deliberately designed our policies to be as fair as possible and believe they are the best in the industry. We are on your team. We respond immediately and will do everything we can to help you and find the best solution for you.
With this in mind, any customer who files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have a problem with a product you have received, please contact us and we will help you resolve your issue. Please do not submit chargebacks for issues that we can resolve together. Thank you for your purchase!
Countries
The return of products based on the descriptions above, refers to the following countries:
- Germany
- Belgium
- France
- Switzerland
- Austria
If you have any questions, please contact info@european-whirlpools.com.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE