If you experience a problem with a purchased product, it is of course annoying. HVP aqua believes it is important that the problem be solved as quickly as possible. We are well aware of the importance of lighting in an aquarium and do our utmost to ensure that you can enjoy your purchase again as soon as possible.
Warranty period per product
After the warranty period of your purchase has expired, HVP aqua offers a 12-month grace period. During this period you will receive a 30% discount on replacement of the same or similar product.
Our working method within the warranty period
If you purchased a product from our webshop, we will solve your problem for you. Did you buy a product at a Flagship Store, they will take care of your problem.
Send us an email with the problem so we can make an initial estimate. Of course we will try to solve the problem immediately and send the solution by mail. In many cases a setting of for example the controller can be solved easily and quickly. If it cannot be solved without us having seen the product, please send the product to us or make an appointment to bring it to us. In the latter case we will solve the problem while you wait (in 90% within 30 minutes). If you send the product(s) by post we will solve the problem and return them immediately upon receipt. The cost of sending will be borne by the customer. HVP aqua will pay for the return shipping unless no defect has been detected and the product is working properly. In that case we have to charge the return costs.
Our working method outside the warranty period
If a product is defective outside the warranty period, we can also do the repair. In that case the costs will be charged to the customer. Just like the shipping (both ways). You can also choose to purchase a new product with a 30% discount, provided that the warranty period has not expired for more than 12 months.
It can always happen that something does not quite go as desired. We advise you to first make complaints known to us by sending an email to [email protected]. If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/consument/geschil/. As of February 15, 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere then you are free to file your complaint via the platform of the European Union.