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Protocol for Receipt of Returns - Electronic Swimming Pool Products

1. Objective

To define the procedure for handling returns within the right of withdrawal (14 days) and applying deductions or refusals of reimbursement for improper use, in accordance with Directive 2011/83/EU (art. 14.2) and the Consumers and Users Act RDL 1/2007 (art. 108.2).

2. Initial reception

  1. Register the return in the system with case number.
  2. Photograph outer packaging on receipt.
  3. Check original packaging: condition of box, manuals, accessories.
  4. Open inspection report with date, signature and assigned technician.

3. Inspection checklist

A. Physical condition of the equipment:
  • As new: no scratches, bumps or water marks -> full refund.
  • With slight signs of use -> estimated depreciation (10-20 %).
  • Serious damage (knocks, rust, water in engine) -> reduced reimbursement to 0 €.
B. Components and accessories:
  • Missing manuals, cables, filters -> proportional deduction (5-15 %).
C. Basic operation:
  • If malfunction due to factory defect -> warranty, no withdrawal.
  • If the fault is due to misuse -> deduction up to full.

4. Indicative depreciation criteria

Condition of equipment

Possible actions

Indicative reimbursement

Unused product, packaging intact

Full refund

100 %

Open packaging, product not actually used

Nearly full refund

95-100 %

Slight use and minor traces

Partial depreciation

80-90 %

Visible use (scratches, water, dirt)

High depreciation

50-70 %

Severe damage, knocks, rust

Residual refund

0-30 %

Unserviceable, not suitable for resale

No refund

0 %

5. Communication to the customer

A report with photos and technical assessment will be sent. Example of communication:
"According to art. 108.2 of RDL 1/2007 and art. 14.2 of Directive 2011/83/EU, the consumer is responsible for the depreciation of the product due to misuse. Therefore, his reimbursement will be X € (equivalent to X % of the original amount)".

6. Special cases for swimming pool products

  • Robot pool cleaners: worn brushes -> depreciation; wet motor ® possible zero refund.
  • Salt chlorinators and cells: calcified electrodes -> depreciation; broken cell due to bad installation -> zero refund.
  • Dosing pumps: chemical soaked tubes -> depreciation; motor burnt out due to incorrect installation -> nil refund.

 

Piscina y Spa

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