Return Policy

We will help you!

For the sake of the environment and money, we would like to point out that we want to reduce returns to an absolute minimum.
Before returning an item, please let us know what the problem is. There may be another solution.

Please contact us via chat or by phone at the hotline:
+41 31 555 79 77 (Mon-Fri 9am-12pm, 1pm-4pm)

Typical special cases

Transport damage

Upon receipt of the product, please ABSOLUTELY check for any transport damage. Is the delivered packaging visibly damaged? Please take a photo of it. If the item is delivered damaged, you must notify us by email or contact form within 48 hours of receipt. If a product is accepted without comment, the product is considered delivered undamaged and cannot be claimed for transport damage at a later date.

Production defects

If there is a manufacturing defect, we will replace defective parts (pump, LED, etc.) whenever possible. In this case, the replacement parts are free of charge.
Color, grain, and pattern are natural and not manufacturing defects. Please accept and respect nature's whims and consider your piece a truly unique and personal creation.

Incorrect delivery

You didn't receive what you ordered.

If, after consulting us, a return is nevertheless made, the following guidelines apply:

Our return policy

1 - Please fill out and print the return label and place it at the very top of your package so that it is immediately visible to us when you open the package:

👉 DOWNLOAD RETURN LABEL

2 - Check carefully whether all the items included in the delivery (see technical drawing in the user manual) are packed.

3 - Under 31 kg: The product, including the undamaged original packaging, must be placed in a large outer carton and properly protected on all sides with plenty of packing material. Use the original CLIMAQUA outer carton including packing material, or, if no longer available, crumpled newspaper, waste paper, bubble wrap, etc.
Important: Please DO NOT send any products without the outer box to the post office! This will guarantee damage to the product and you will not be able to receive a refund.
Once the package is packed, do the SHAKE TEST.
If the product is still moving, it needs more stuffing material!
If everything is packed securely and securely, well done! You can now seal it.

Over 31 kg: We ship shipments weighing more than 31 kg via a freight forwarder. We are happy to organize the transport for you. Please ensure that the goods are packaged for transport, i.e., wrapped in film and on an undamaged pallet, ideally the pallet we provided. If this requirement is not met, the freight forwarder will refuse acceptance. The costs for the wasted journey will still be charged.

4 - The return costs are at your expense, according to our terms and conditions, unless there are special circumstances. In such a case, please contact us – we will be happy to assist you personally.

5 - Please send returns to the following address:

Address for returns from the EU
CLIMAQUA – Hendrix design & concepts
GmbH & Co. KG
Halskestraße 9a
47877 Willich, Germany

Address for returns from SWITZERLAND
CLIMAQUA – Streck Transport AG
Hall H4 / DYNCO
CLIMAQUA RETURN
Industriestrasse 17
4313 Möhlin, Switzerland

Please do not send any returns to our office address. Packages will not be accepted there and will be returned at the sender's expense.


7 - After we have received and inspected your return, you will receive your money back within a few days.

Important information: We inspect all returns. If we discover damage due to non-compliance with the above instructions, we reserve the right, in accordance with our Terms and Conditions, to charge a processing fee of CHF/€ 30 plus 20% of the value of the goods.

Verified customer reviews

Your satisfaction is our top priority. We welcome your feedback, ideas, and requests.