We want you to have peace of mind after your purchase. Every item you buy from Relaxiram.com is protected by the statutory warranty, and many products also have an additional manufacturer’s warranty. Here we explain how it all works and what to do if something is wrong.
Statutory warranty – 2 years
Under the Consumer Protection Act (Art. 112–115), the seller is liable for any lack of conformity of the goods with the sales contract. The period is 2 years from delivery of the goods. This means that if the goods do not match the description, are not fit for their usual use or have a defect that existed when you received them, you have the right to ask for the problem to be remedied – by repair or replacement and, in certain cases, a price reduction or a refund.
Commercial warranty from the manufacturer
Some goods also have a commercial warranty from the manufacturer. Where this is the case, it is stated in the product description or in the warranty card you receive with the goods. Its period and conditions are set by the manufacturer. The commercial warranty does not cancel or limit your rights under the statutory warranty – the two exist in parallel.
How to make a complaint
- Contact us by email at info@relaxiram.com or by telephone – the numbers are on the Contacts page.
- State the order number and attach the proof of purchase (invoice or receipt).
- Briefly describe the problem and, if possible, add clear photos or a short video.
- We will tell you how to send or hand over the goods for inspection, if necessary.
The clearer the description and the better the photos, the faster we can review the case.
Time to reply and resolve
We will review your complaint and reply to you. The period for a decision and resolution is up to 14 days by law, unless we have agreed another period with you. In more complex cases, for example where an expert opinion from the manufacturer is needed, we will keep you informed of progress.
What the warranty does not cover
The warranty does not cover damage that is not caused by a defect in the goods. This includes:
- incorrect assembly or connection;
- failure to follow the instructions for use and maintenance;
- mechanical damage – impact, dropping, scratching, breakage;
- normal wear of parts and consumables;
- use of unsuitable or incorrectly dosed chemicals in pools and hot tubs;
- repair or modification of the goods by yourself.
What to prepare
Keep the proof of purchase and the warranty card (if there is one) for the entire warranty period – they are evidence that the goods were bought from us, and when. We also recommend keeping the original packaging during the first days after purchase, especially for larger appliances, so that the goods can be sent safely if needed.
What we can do for you
If the complaint is justified, we will try to resolve it in the fastest and most convenient way for you – by repair, replacement of the goods or, where applicable, a refund. Our goal is for you to be satisfied and not to lose unnecessary time and nerves. You can always call us and we will guide you on what to do.
Installation and maintenance
To keep the warranty and get the best from the goods, follow the manufacturer’s instructions. If you need help with installation, we offer professional installation – ask us when you order. For large equipment such as saunas and pools, we recommend particular attention to the instructions.
Returns and more information
To return goods within the 14-day period, read the terms for returns and exchanges. The general rules are in the terms of use. The trader is “Пуулс ЕУ” ЕООД (Pools EU EOOD), company ID (EIK) 202491685.