Returns - Complaints - Exchange

On this page we have compiled some information for you on returns, complaints and exchange.  (These regulations apply to consumers. The existing statutory right of cancellation as well as other statutory warranty rights of the customer remain unaffected).

Please have a look here for your request:

• Returns - You would like to return an item to us because it doesn't fit, you like it or you have changed your mind? 
• Complaint - a defect has occurred in the product you ordered during the statutory warranty period?
•  Exchange - you would like to exchange your item for a different size, colour, etc.?

If one of our products does not meet your expectations, you can return it to us within 14 days without giving any reason or you can make use of your right of cancellation. Note: This means you can unpack and test the goods. When returning goods, please note that they must be in the condition in which you received them: new and unused, and complete with all accessories. Return note for sealed goods: these must not have been opened and used. You are responsible for the costs of returning the goods.

Cancellation form: Click here to download the cancellation form.

To return an item, please proceed as follows: 

(Your statutory right of cancellation for consumers (§13 BGB) remains unaffected by these regulations, but they make the process easier for us. Further information can be found here under the right of cancellation). 

• Please inform us about your return, you can fill in the cancellation form and send it to us. 
• Please return the items in the undamaged original packaging. The goods should be in their original condition, complete, undamaged, not soiled, including all labels and without signs of use.
• Please use a suitable shipping carton. To save resources, ideally use the same box in which you received the items. 
• Cover or remove any old shipping labels.
• Please put sufficient postage on the parcel and send it to the following address: Aquapac-Aquaman D. GmbH,c/o Retour, Donaliesstrasse 2 B, 31675 Bückeburg, Germany 
• How to receive your refund: As soon as we have received your return, it will take a maximum of 7-10 working days for us to check and process it. You will then receive a confirmation of receipt and a refund of the invoice amount, including the invoiced shipping costs, already paid to your chosen payment method. 
• The return is now complete.

Defective goods or transport damage? Received the wrong goods?

All deliveries are carefully checked and packed by us before dispatch.

• Externally recognisable damage must be reported to the parcel service immediately upon delivery, refuse acceptance.
• Damages You cannot see from outside must be claimed and confirmed by a damage report from DHL with us within seven days in written form. Please use the DHL formular, fill it out and have it confirmed with stamp and signature from DHL.
• Should it happen that goods have been delivered to you incorrectly or arrive defective, please contact us. We apologise for the inconvenience and will then immediately ensure that everything is sorted out to your satisfaction.

The statutory warranty right for consumers according to §13 BGB applies. 

Here we have compiled helpful information for complaints that occur within the statutory warranty period. 

If you have purchased the product from a retailer, please contact your retailer directly. You will need your proof of purchase in order to make a warranty claim. 

If you purchased the product on our website, please follow these steps:

1. please send us the contact form with the following details: 

• Customer number 
• Order or invoice number 
• Product name, size and colour 
• Description of the problem: What exactly is defective, where is the defect, when did the problem occur or how was it detected, which function is restricted? 
• Please attach a picture of the product that illustrates the problem so that we can better assess your enquiry. 
• Please send us your original proof of purchase.

2. your complaint will be processed as soon as possible, we will contact you and let you know the next steps. 

Do not send us any faulty items until you have received a returns number and instructions on how and where to send it. 

3. if we ask you to send the item for inspection, please note the following points: 

• we ask for your understanding, it will take some time 
• the product must be clean and dry! Your warranty rights remain fully valid regardless of this. 
• Use a traceable shipping method for the return to us. 

4. once your complaint has been finalised, we will inform you of the result of the inspection as soon as possible.

Further information: Our warranty is subject to the statutory provisions. In the event of a justified warranty claim, you are entitled to the statutory right to subsequent fulfilment. If this cannot be fulfilled, you will receive a refund from us. Information on additional manufacturer warranties can be found in the product information enclosed with the respective goods. If you wish to make use of a manufacturer's warranty independently of the statutory warranty, we can forward your enquiry. However, we have no influence on the duration of the inspection and whether the defect is covered by its warranty or not, the decision varies depending on the manufacturer.