Returns & Withdrawal
1) Legal deadline
You have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to justify a reason.
2) Acceptance conditions
- The product must be returned complete, in its original packaging (accessories, manuals, gifts, etc.).
- A proof of purchase (invoice or confirmation email) is required.
- You may handle the item to verify its nature and proper functioning. Any use beyond this may result in a depreciation deducted from the refund.
3) Return procedure
- Contact us before any shipment at contact@gelwatergun.com specifying: order number, name/first name, email used, reason for return.
- We will confirm the return address and the shipping instructions (packaging, tracking, etc.).
- Ship the package with tracking and keep the deposit receipt.
4) Refunds (if applicable)
Upon receipt and inspection of your return, we will inform you by email of the acceptance or refusal of the refund. If accepted, the refund is made to the original payment method within a few business days. We may delay the refund until the goods are recovered or proof of shipment by you is provided.
Initial delivery fees: in case of withdrawal within the legal period on a compliant and delivered product, we refund the product price and, if applicable, the standard delivery fees paid for the outbound shipment. Supplements (express, premium) are not refunded.
5) Unclaimed package, incorrect address or unjustified refusal
If the package is returned to us for one of the following reasons (incomplete/incorrect address provided by the customer, non-pickup at relay point within deadlines, refusal without valid reason), the return is the customer's responsibility. In this case:
- We refund the product price, minus any possible depreciation.
- The actual costs incurred for the initial shipment and, if applicable, for the carrier return may be deducted from the refund, even if delivery was free for you (order above the free delivery threshold). The amount corresponds to the costs charged by the carrier according to the shipping method (rate available on request).
6) Defective or non-compliant products (Customer Service)
If your product has a manufacturing or compliance defect, contact us at contact@gelwatergun.com attaching your order number and, if possible, a photo/video illustrating the problem. After verification:
- Replacement of the product or the concerned parts, or
- Full refund, according to your choice and availability,
- The shipping/return costs related to the non-compliance are your responsibility.
7) Exchanges
Exchanges are only possible for defective or damaged items. For any other reason, make a return and then place a new order.
8) Late or missing refunds
- Check your bank account then contact your financial institution (processing time may apply).
- If you still have not received anything, write to us at contact@gelwatergun.com with your order number.
9) Legal warranty of conformity (EU)
In accordance with European Union law, you benefit from the 2-year legal warranty of conformity from delivery. It covers defects of conformity existing at the time of delivery. Possible remedies are repair or replacement, and failing that, price reduction or contract termination.
10) Optional commercial warranty (if subscribed)
An additional commercial warranty may be offered in addition to the legal warranty. This warranty constitutes an optional service, independent of the right of withdrawal, and is non-refundable after subscription, except as otherwise provided by law. It provides for the replacement of the product or parts in case of manufacturing defect found during the covered period.
Warranty exclusions
- Incorrect installation, use not in accordance with instructions, negligence.
- Unauthorized interventions, modifications or repairs.
- Inadequate maintenance or lack of regular maintenance.
- Use of aggressive or incompatible cleaning products.
- Damage due to inappropriate use or shocks.
- Normal wear of consumable or moving components.
Contact
For any request: contact@gelwatergun.com