| Nov 26, 2020 8:57 AM
As i said. You can charge me for removing the cable ties (i couldnt remove the ties because DHL was really fast) but the Product itself is in a new condition and working like your team told you.
regards Kevin Müller
| Nov 26, 2020 8:53 AM
Hello Kaja,
Im from Germany so we have the right getting a refund nearly on any order within 14 Days after we got the Product delivered if we order something via internet or telephone!
I told you yesterday that i want a refund and im in the 14 days range.
Regards Kevin Müller
Please look here:
Read how to claim the 2-year legal guarantee or the commercial guarantee of durability for EU purchases, know the difference, read what the EU guarantee label means, how to get a repair, replacement or refund.
europa.eu
14 day cooling off period
In the EU you have the right to return purchases made online or through other types of distance selling, such as by phone, mail order or from a door-to-door salesperson, within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.
The 14-day cooling off period does not apply to all purchases. Some of the exemptions are:
plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates
goods and drinks delivered to you by regular delivery – for example delivery by a milkman
goods made to order or clearly personalised – such as a tailor-made suit
sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt
online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance
goods bought from a private individual rather than a company/trader
urgent repairs and maintenance contracts – if you call a plumber to repair a leaking shower, you can't cancel the work once you have agreed on the price of the service
Please note that this list is not exhaustive.
The cooling off period expires 14 days after the day you received your goods. For service contracts, the cooling off period expires 14 days after the day you concluded the contract. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.
Getting a refund
The trader must give you a refund within 14 days of receiving your cancellation request. However, they can delay refunding you if they haven't received the goods or evidence that you've returned them.
Kaja Rigler | Nov 26, 2020 7:38 AM
Dear Kevin,
before we organized a pickup, we were very clear and we told you that we must analyze the pump here at EK before we are ready to proceed accordingly.
Our Quality team analyzed the unit and the pump is normal, therefore, we cannot approve this RMA request for a refund. It is true, that you can return the items to us within 30 days from purchase, however, items must follow the required criteria:
- they are unused and in mint condition
- undamaged (i.e. no signs of installation, modifications, scratches, or use such as liquid present in the item)
Unfortunately, your team does not meet up the requirements, therefore, we cannot proceed with a refund and we'd like to send it back to you.
Best regards,
Kaja Rigler
