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IMPORTANT: Communication between the seller and the buyer must always take place via email, except in cases involving technical support or sales. All communication must be conducted and maintained within the same email thread; this refers to the email containing the case number following the opening of a support ticket, and/or the email used to contact Jarpis if a ticket cannot be opened due to server issues.
As stipulated in European legislation, if you purchase a product or service online or from a door-to-door seller (‘distance contract’), you have a right of withdrawal of 14 working days. Customers are requested to use the same email address for managing their orders and complaints. This is where they will receive their order number, delivery tracking details, etc.
Changes to the delivery address other than the one provided in the original order will not be accepted. Except:
Where it is verified that the address details have been incorrectly entered due to a computer error.
Similarly, when opening a support ticket, please always reply to the same email thread as indicated by incidencias@piscinayspa.com. Otherwise, we will be unable to process your ticket or track its progress, and it will remain unresolved. This is to ensure prompt responses and the easy tracking of requests.
It is important to read the terms and conditions of sale that are agreed upon when placing the order.
Customers who choose to leave the equipment for repair physically at the Piscina y Spa (Jarpis SL) premises without the original box or any other suitable box matching the dimensions of the equipment to be handed in will be required to pay a fee based on the size of the packaging needed to send their device to the technical service centre; this may vary from €10 to €20 depending on the size.
This 14-day period also applies to making claims against transport companies for damage to the products received. This timeframe is that specified by the transport companies. Similarly, if one or more products have arrived damaged due to transport, this must always be noted on the delivery note signed for the carrier upon receipt of the order; you will then have 24 to 48 hours to notify Jarpis SL; if notification is not made within the specified period, we will not be able to make a claim against the carrier, as when making a claim we must demonstrate to the relevant company that the damage could have occurred during transport, and the shorter the time between receipt and your notification to us, the more likely the claim is to be accepted.
Please note that, within those 14 days, you will not be able to make a claim against the carrier if:
You accept the damaged product (broken, painted, dented box, etc.).
The damage is not noted on the delivery receipt.
The damage is reported more than 48 hours after notification to Jarpis SL.
If you do not provide clear images and/or videos of the damage, showing the box from all angles (including the carrier’s label) and the interior (i.e. the goods).
The response time for transport incidents, once reported, will be between 5 and 10 working days, as it will be necessary to open a claim with the carrier and await their response. This timeframe is approximate, as it may take longer.
We cannot be held responsible for transport incidents where the carrier has been unable to contact the sender. In other words, please bear in mind that not all transport companies operate in the same way, and we have no control over how their staff operate or their procedures.
If, after several unsuccessful attempts (1 to 3 attempts) to contact the customer, the order is returned to us, you will be required to pay the delivery charges if you wish to have your order sent again. Should you request a refund, the delivery charges will be deducted from the refund.
Due to circumstances beyond our control duringthe peak season of March, April, May, June and July , please be advised that the 24/72-hour delivery times may not always be met due to: 1.Immediate stock shortages that our system fails to detect at the time of checkout. In this circumstance, the product cannot be dispatched automatically until stock is available again; 2. Overwhelm at the manufacturer’s or distributor’s warehouses due to an excess of orders, including delays at non-courier transport agencies (in this circumstance, delivery of the product may be delayed by up to 10 working days or may not be possible at all).
Jarpis, S.L. shall not be held liable for incorrect delivery to the wrong address due to: an out-of-date address, a modified address, or duplicate addresses at the same delivery address. All responsibility in this regard lies with the purchaser of the goods, who is the person who specifies the delivery address during the purchase process and who also has a field for additional notes to provide more specific details.
The warranty period offered by the Jarpis SL online shop covers the first year from the date of purchase; the remaining two years of the warranty are the responsibility of the manufacturer of the purchased equipment.
The warranty offered by the company does not cover international postage. In other words, the company will not be responsible for paying the costs involved in sending the equipment to technical services in Spain or to the customer’s local service providers. If the equipment is taken to local technical services authorised by the product manufacturer, the customer must manage any issues with them and the manufacturer.
In the case of equipment located outside Spain, the costs of shipping to the technical service centre and the return shipment to the customer’s address must be borne by the customer, as the technical service warranty does not cover international shipping costs.
Quotes for equipment that is out of warranty and therefore not free of charge must be accepted by the customer within 5 days of being sent. If the initial 5-day period is exceeded, the price will increase by 2% per day up to the 14th day. If 14 days have passed since the quote was issued, the equipment will be destroyed.
Shipments to Jarpis for refunds or technical service: Any product sent to Jarpis without the correct identification provided in previous emails—which state that you must ALWAYS include the case number and the name of the person placing the order—cannot be processed and therefore no refund or technical service will be provided.
The 24/48-hour delivery times are calculated from the moment the carrier collects the goods, not from the time the order is placed.
