Product Warranty
At Aqua Genesi, we believe in the quality of our products and offer a warranty to ensure your complete satisfaction. Our products are covered by a warranty that protects against manufacturing defects and malfunctions, ensuring your purchase is safeguarded.
Warranty Duration
All our products are covered by a 2-year warranty from the date of purchase. For certain products, the warranty duration may vary, which will be specified in the product description.
Covered Issues
The warranty covers any malfunction due to manufacturing defects or material failures. If the purchased product develops a problem that falls within the warranty terms, we will repair or replace it at no extra charge.
Warranty Exclusions
The warranty does not cover damage resulting from misuse, improper maintenance, incorrect installation, or normal wear and tear. Additionally, any modification of the product by an unauthorized technician may void the warranty.
Warranty Claim Procedure
If you need to activate the warranty for your product, please contact us via email or phone and provide the following information:
- Your order number
- A description of the issue
- Photos or other proof, if necessary
Our customer service team will guide you through the next steps and inform you about sending the product for repair or replacement.
Product Returns
In compliance with Greek and EU law, and out of respect for our customers, we offer the option to return defective or incorrectly shipped products. The following returns procedure applies for optimal customer service:
1. Returns Due to Incorrect Order Fulfillment
If you identify an error in your order, such as:
- The wrong product was shipped (different code).
- The product lacks agreed-upon features that were previously confirmed in writing.
- The wrong quantity of products was shipped.
- A combination of the above issues.
The return shipping costs are fully covered by Aqua Genesi, provided the return process is followed as instructed. Specifically:
- In the case of a wrong product code or product missing agreed-upon features, the company covers the return shipping costs.
- In the case of incorrect quantity:
- If the quantity is less than ordered, a credit note will be issued for the value of the missing amount.
- If the quantity is more than ordered, the excess quantity will be returned at the company’s expense.
If the products or their original packaging are returned damaged or incomplete, Aqua Genesi reserves the right to seek compensation from the customer, with the compensation amount determined based on the condition of the products and packaging. The company has the right to offset this claim against any amounts owed to the customer.
2. Returns of Defective Products
In the event of a manufacturing defect, and once the defect is confirmed by the authorized technician providing the product’s warranty, the following applies:
- The warranty is provided for a limited time, as specified in the product’s characteristics. After the warranty period expires, repairs or replacements can be made at an additional cost, subject to a new agreement with the customer.
- The product must be returned with all accompanying documents (Receipt, Delivery Note, Invoice, etc.) and its complete packaging.
- After the product is returned, an inspection is carried out to verify the reported defect. The customer is then informed of the results, and if the defect is confirmed, repair or replacement of the product follows.
- If repair is not possible, the product will be replaced. If replacement with a similar product is not feasible, Aqua Genesi reserves the right to cancel the transaction and issue a credit note for the value of the product at the time of purchase.
- If the products or their packaging are returned damaged or incomplete, Aqua Genesi reserves the right to seek compensation, as mentioned earlier, and to offset this claim against any amounts owed to the customer.
3. Returns of Non-Defective Products
- In accordance with Greek law (Law 2251/1994) and EU Directive 2011/83, the customer has the right to withdraw from the purchase contract within 14 calendar days from the date of the contract (for services) or from delivery (for products), or from the delivery of the last product in the case of multiple products in a single order. The right of withdrawal is subject to the following conditions:
- The withdrawal is without justification and without any penalty. If the product has already been delivered, the customer must return it in the exact condition it was received, with all its accessories, documentation, and packaging in pristine condition. Return shipping costs are borne by the customer.
- Upon receipt of the withdrawal request, the company is required to issue a credit note within 14 calendar days of receiving the products or proof that the customer has sent them back.
- The customer is liable to compensate the company if the product is used beyond what is necessary to ascertain its nature, characteristics, and functionality. The assessment of the product’s nature, characteristics, and functionality must be done based on the information provided on the product’s packaging and any additional information provided by the company (verbally, electronically, in writing, etc.). In no case should the packaging be opened or the product used. The company’s staff is always available to answer any questions and provide additional information about the products. If the packaging is opened or the product is used, its value automatically decreases, as it is considered used, and the customer must compensate the company for the reduced value. The reduction in value is assessed on a case-by-case basis by the company and will not be less than 20% of the product’s value at the time of purchase. The company is entitled to negotiate with the customer for compensation through mutual agreement or set-off.
- If the withdrawal involves a service, the customer must pay an amount proportional to the services provided up to the moment of withdrawal, which is determined by the company.
- If the products or their packaging are returned damaged or incomplete, the company reserves the right to seek compensation from the customer, determined based on the condition of the products and packaging, and to offset this claim against any amounts owed to the customer.
- Exceptions:
- No right of withdrawal is accepted in the following cases:
- Contracts for services after the complete provision of the service, if the execution began with the prior express consent of the customer and with their acknowledgment that they will lose the right of withdrawal once the contract is fully executed by the company.
- Contracts where the customer has specifically requested a visit from the supplier for the purpose of performing urgent repairs or maintenance work. If, during such a visit, the supplier provides services in addition to those specifically requested by the customer or supplies goods other than the necessary spare parts used during the maintenance or repairs, the right of withdrawal applies to these additional services or goods
- Supply of goods that are clearly personalized or made according to the customer's specifications.
- To ensure good cooperation with its customers, which is its primary objective, the company offers the option of returning non-defective products, governed by the terms and conditions of paragraph 3a, beyond the time limits (in calendar days) mentioned therein, under the following conditions:
- In the case of a customer's request for the return of products beyond 15 days and up to 30 days, the value of the issued credit note will be 25% less than the value of the products at the time of purchase.
- In the case of a customer's request for the return of products beyond 31 days and up to 60 days, the value of the issued credit note will be 40% less than the value of the products at the time of purchase.
- In the case of a customer's request for the return of products beyond 61 days and up to 90 days, the value of the issued credit note will be 50% less than the value of the products at the time of purchase.
- It is clarified that beyond 90 days from the date of purchase, and for products purchased from the "OFFERS" and "LAST PIECES - SMART BUYS" categories, no returns will be accepted.
4. Return Process:
- To initiate any product return, the RMA form must be completed, which is available on our company’s website.
- The RMA form must be fully completed (Receipt or Invoice Number, Purchase Date, Reason for Return, etc.) and sent via email (to info@aquagenesi.com) or by postal mail (to Chrysostomou Smyrni 12, Piraeus, 18540).
- For the return of products under the exercise of the right of withdrawal, as specified in paragraph 3, the customer must clearly indicate "Exercise of Right of Withdrawal" in the "Other Reason" field of the RMA form.
- In the case of a defective product being returned, the customer is required to provide detailed information about the defect on the RMA form. If it is determined that there is no defect or that the defect is due to misuse, a fee will be imposed, the amount of which will be determined by the company.
- If the return shipping costs are to be borne by the company, according to paragraphs 1, 2, and 3, the company will select the shipping method and inform the customer of the carrier to be used.
- In all cases of returns for defective wholesale products, the delivery note must state "for inspection," to avoid tax violations.
- It is clarified that wholesale products without a delivery note will not be accepted.
- No return will be accepted if the procedures outlined above are not followed.
- Returns for inspection or repair are not time-limited, but they must not exceed the 2-year warranty period from the invoice date.
We kindly ask all our customers to strictly adhere to the procedures defined by our ISO 9001 management system, with which our company is certified.