Return Policy

We're here to help!

For environmental and cost reasons, we want to keep returns to an absolute minimum.
Before you initiate a return, please let us know what the problem is. There may be another solution.

Please contact us via chat or by phone at our hotline:
+41 31 555 79 77 (Mon-Fri 0900h-12.00h, 13.00-16.00h)

đŸ–€ THANK YOU VERY MUCH FOR YOUR COOPERATION đŸ«¶

If, after consultation with us, a return is still necessary, the following guidelines apply:

Our Return Policy

Return Period (30 days)

You can return your order to us without reservation within 30 days of receiving the goods.
The delivery date according to tracking is decisive. Please register your return with our customer service as early as possible so that we can inform you about the process and the return address.

Product Condition

For us to accept a return, the item must be in new or only lightly used condition.
Specifically, this means:
  • the item is complete and functional
  • there are no signs of wear, damage or dirt
  • all parts, accessories and the original packaging are included

Return Shipping

We reserve the right to refuse returns or make an appropriate deduction if the item has been used significantly beyond normal inspection.

Please help us avoid unnecessary damage and ensure the product is not damaged during return shipping. Here are the step-by-step instructions for returns

1 - Download, print, fill out and enclose the labels

👉 Download withdrawal form for printing (cancellation of purchase)

👉 Download RETURN LABEL for printing (for our warehouse)

2 - Carefully check that the entire scope of delivery (cf. technical drawing in the operating manual) is packed.

3 – Shipping

- Under 30 kg - Parcel shipping:

  • The product, including undamaged original packaging, must be placed in a large outer carton and properly protected on all sides with plenty of stuffing material.
  • Use the original CLIMAQUA outer carton including stuffing material, or, if no longer available, crumpled newspapers, waste paper, bubble wrap, etc..
    Important: Please DO NOT send products without an outer carton to the post office! The product is guaranteed to be damaged and cannot be refunded to you.
  • Once the package is packed, perform the SHAKE TEST.
    If the product still moves, it needs more stuffing material!
    If everything is packed tightly and securely - well done! You can now seal it.


- Over 30 kg - Freight forwarding:

  • Shipments weighing over 30 kg are sent by freight forwarding.
  • If you wish, we can organize the transport for you, but the costs remain with you according to our General Terms and Conditions (deduction from refund).
  • Please ensure that the goods are packed for transport, meaning shrink-wrapped and on an undamaged pallet, ideally on the pallet we supplied. If this requirement is not met, the forwarding agent will refuse acceptance. We would still have to charge you the costs for the fruitless trip according to our General Terms and Conditions.

4 - Please document your package/pallet shipment absolutely with photos/videos, so that in the event of transport damage, proof of the product condition before collection is available. Please send us the pictures/videos before shipping by email to support@climaqua.com / Chat (symbol at the bottom right of the webshop)

5 - The costs of the return shipment are at your expense according to our General Terms and Conditions, unless there is a special case (see below). In a special case, please contact us – we will be happy to help you personally.
(Flat rate: Germany/Switzerland 80.- Austria 110.-).


6 - Please send returns to the following address:

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

Address for returns from Switzerland/ Liechtenstein 🇹🇭
CLIMAQUA – Streck Transport AG
Halle H1 / DYNCO
CLIMAQUA RETOURE
Industriestrasse 17
4313 Möhlin, Switzerland

Please do not send 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 checked your return, you will receive your money back within a few days.

If the goods are damaged during return transport due to insufficient or improper packaging, we may charge you for the resulting loss of value or additional costs, or reduce a refund accordingly – as far as this is legally permissible.

Click here for the General Terms and Conditions
 

Special Cases

Shipping Damage

When accepting the product, please ALWAYS check for transport damage. Is the delivered packaging visibly damaged? Please photograph it. If the item is delivered damaged, we must be notified within 48 hours of acceptance via email or contact form. If a product is accepted without comment, the product is considered to have been delivered without damage and cannot be complained about for transport damage at a later date.

Production/Material Defects

If there is a production defect, we will replace defective individual parts (pump, LED, etc.) whenever possible. In this case, the replacement parts are free of charge.
Color, grain, and pattern are given by Mother Nature and are not production defects. Please accept and respect the whims of nature and consider your object a very personal unique piece.

Incorrect Delivery

You did not receive what you ordered.

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