Withdrawal and returns
This page explains how to return a product if you change your mind (right of withdrawal) and what to do if it arrives damaged, is the wrong item or is defective.
1. Right of withdrawal
If you are a consumer, you have the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period will expire after 14 calendar days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If your order is delivered in several shipments, the period runs from receipt of the last one.
How to exercise it
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement. You can do so in any of the following ways:
- By email: to info@mercapool.com, with the subject "Withdrawal".
- By post: to VECOBAY, S.L. (Mercapool), Calle San Rafael, 18, 04230 Huércal de Almería, Almería (Spain).
- By phone: on (+34) 910 603 731.
You may use the model withdrawal form in section 6, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the day on which we are informed about your decision.
We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Returning the goods
You must send back the goods without undue delay and in any event not later than 14 calendar days from the day on which you communicate your withdrawal to us, to the following address:
Mercapool (VECOBAY, S.L.) – Returns department
Calle San Rafael, 18, 04230 Huércal de Almería, Almería (Spain)
The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. You may choose any carrier.
Chemical products classed as dangerous goods (large containers of pH reducer) cannot be returned by normal post or standard courier: they must be shipped by special ADR transport. You can ask us to arrange the collection, in which case its cost will be deducted from your refund. The cost of returning these goods is estimated at a maximum of approximately EUR 25,00 per container.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. We recommend returning them in their original packaging, with all accessories and without sticking labels directly onto the product packaging.
2. Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised (for example, made-to-measure covers or liners).
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery. This includes water treatment chemicals whose container has been opened.
- Goods which, after delivery and according to their nature, have been inseparably mixed with other items.
Chemical products with an unopened container can be returned within the withdrawal period.
3. Goods damaged in transit or wrong items
If you receive a product damaged in transit or different from the one you ordered, email info@mercapool.com with your order number and, if possible, photos of the product and packaging. We recommend doing so within 24 hours of delivery and noting any visible damage on the carrier's delivery note, as this makes it easier to claim from the carrier. Telling us later does not mean you lose your rights.
In these cases, collection, replacement or refund are free of charge for you.
4. Defective goods (guarantee)
If a product is defective, you are covered by the 3-year legal guarantee from delivery. Email info@mercapool.com with your order number or any proof of purchase and a description of the problem, and we will explain how to proceed. All conditions are set out in the "Legal guarantee" section of the General terms and conditions of sale.
Repair, replacement and any shipping required under the guarantee are free of charge for you.
5. Product exchanges
We do not make direct exchanges. If you would like a different product, you can withdraw from the purchase of the first one and place a new order.
6. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To VECOBAY, S.L. (Mercapool), Calle San Rafael, 18, 04230 Huércal de Almería, Almería (Spain), email: info@mercapool.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods/for the provision of the following service (*):
________________________________________________
Ordered on/received on (*): ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
Download the withdrawal form (PDF)
Last updated: 20 October 2026