Refund policy

Cancellation before shipping

Orders placed with Spa Solutions GmbH may be cancelled until the goods are shipped without giving reasons.
The cancellation must be made in writing by e-mail.

A cancellation or processing fee of 10% is charged.

Return after shipping or after receipt of the goods

Products of Spa Solutions GmbH may be returned even after shipping and after receipt of the goods within 14 days of delivery, provided that the following conditions are met.

Conditions for returns

A return is possible if:

  • the goods are new, unused and complete

  • the goods are in their original, undamaged original packaging

  • there are no signs of use, installation or damage

Returns must be announced to Spa Solutions GmbH in writing in advance.
Unannounced returns will not be accepted.

Return and customer responsibility

  • The organisation of the return lies entirely with the customer

  • All costs of the return (packaging, transport, shipping or general cargo) are borne by the customer

  • The transport risk until the goods arrive at Spa Solutions GmbH lies with the customer

  • After shipping, the track & trace code must be sent by e-mail

Refund

Upon receipt and successful inspection of the returned goods, 90% of the purchase price will be refunded.

Exclusion of returns

A return is excluded in the case of:

  • used, installed or damaged products

  • missing, damaged or non-original packaging

  • incomplete goods

  • returns outside the 14-day return period

Transport damage

Should a delivery reach you damaged, this must be reported in writing by e-mail within 48 hours of receipt.
Please enclose meaningful photos of the damage.
Spa Solutions GmbH will examine the damage and inform you of the further procedure.

Note

These return and cancellation conditions apply exclusively to products of Spa Solutions GmbH.
Different conditions may apply to custom-made products or project-specific services.