The USER has 14 calendar days to make any type of return of items purchased at www.mercapool.com provided that the following conditions are met:
Return conditions.
Returns will not be accepted for the following products, as established by Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws:
- The provision of services, once the service has been fully performed, when performance has begun, with the prior express consent of the consumer and user and with the acknowledgement on their part that they are aware that, once the contract has been fully performed by the trader, they will have lost their right of withdrawal.
- The supply of goods or the provision of services whose price depends on fluctuations in the financial market that the COMPANY cannot control and which may occur during the withdrawal period.
- The supply of goods manufactured according to the consumer and user's specifications or clearly personalised.
- The supply of goods that may deteriorate or expire rapidly.
- The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
- The supply of goods that after their delivery and taking into account their nature have become inseparably mixed with other goods.
- The supply of digital content that is not provided on a tangible medium when performance has begun with the prior express consent of the consumer and user with the knowledge on their part that they consequently lose their right of withdrawal.
It is recommended that any returned merchandise retain its original packaging with all the accessories it contains, in perfect condition and protected, avoiding stickers, seals or adhesive tape directly on the surface or packaging of the item and unused. Otherwise the item/s may suffer a depreciation in value.
Return procedure
To carry out the return of any product purchased at the mercapool.com online store, the USER must follow the steps detailed below:
- Contact our customer service team through the contact form, by email at info@mercapool.com or by phone at (+34) 645 493 503, indicating the order number and the reason for the return.
- Our team will provide you with the instructions to follow and, if applicable, the return shipping label.
- Pack the product securely, including all original accessories and documentation.
- Once we receive the returned item and verify its condition, we will proceed to the refund within the legally established period.
Product exchanges.
We do not carry out product exchanges. If the USER wants a different product, they must process the return and place a new order for the desired product.
Order cancellations.
Once the order has been processed by our warehouse, cancellation is not possible. If the USER wishes to cancel the order, they must wait to receive it and then proceed with the return.
Products damaged during shipping.
Upon receiving the order, the USER must check the condition of the packaging and the product. If there is any visible damage, the USER must indicate it on the delivery note and contact us within 24 hours of receiving the order through the contact channels indicated above.
Receipt of incorrect products.
In the event that the USER receives an incorrect product, they must contact us within 48 hours of receiving the order through the contact channels indicated above. We will arrange the collection of the incorrect product and the shipment of the correct one at no additional cost to the USER.
Defective product under warranty.
All products sold at mercapool.com have a 2-year legal warranty from the date of delivery. In the event of a defect, the USER must contact us through the contact channels indicated above, providing the order number and a description of the defect. We will assess the case and proceed according to the applicable legislation.