Refund policy
Inspection on delivery
Please check the goods as soon as you receive them, before any installation. Report any damaged packaging to the carrier immediately and have it noted on the delivery slip.
Defects and transport damage
Any visible defect must be reported to us within 3 working days of delivery, at admin@waterlo.ch, together with:
- the order number;
- photographs of the product and its packaging, clearly showing the damage;
- a short description of the problem.
Without these, we cannot open a claim with our supplier.
Defects that are not apparent on a normal inspection must be reported as soon as they are discovered, and at the latest within 60 days.
What we do not take back
We do not take back goods that match the order: wrong choice, change of mind, over-ordering, unsuitable dimensions.
No return is accepted for an item that has been installed, assembled, modified, or whose original packaging has been destroyed.
Items ordered from the manufacturer
Some items are not held in stock: we order them specially from the manufacturer as soon as your order comes in. They are flagged by a notice on the product page and in the cart, before payment.
As our supplier does not take these items back, we cannot take them back either. Once the order has been placed, they are neither returned, exchanged nor refunded, and the order can no longer be cancelled.
This exclusion covers returns of convenience: wrong choice, change of mind, unsuitable dimensions. It does not apply if the item is defective, damaged in transit or does not match your order. In those cases the rules above apply as normal, and the statutory warranty remains fully reserved.
No return without prior agreement
Never send a parcel back without our written agreement. Unannounced shipments are refused.
Processing
After examination, we will repair, replace or refund. An approved refund is issued to the original payment method within 10 working days. How quickly it appears on your account then depends on your bank.
Statutory warranty
The two-year statutory warranty for defects under the Swiss Code of Obligations remains reserved.