Terugbetalingsbeleid

After-sales service (After-sales service) procedure & back CoverPool

Initiate the return procedure

Accept order upon delivery

When the carrier comes to deliver your goods, the transport may not have gone well. Unfortunately we work with service providers and therefore do not have full control over the quality of transport. We review our partners every year to ensure the best quality, but things could go wrong. If so, please refer to this rubric.

If the packaging is very badly damaged, you can categorically refuse delivery and ask the carrier to send it back to the factory. p>

It is very important that you do this at this time, because as soon as the delivery is accepted, you will have to make a return request.

Choose the order for which you are requesting an exchange or return

Go to your personal space at the top right of the page:

Attention: while you can place an order without necessarily making an account, it is essential to have an account to claim a guarantee or return merchandise.< /span>

Customer area

You will then have an overview of each of your commands:

Choose the order for which you wish to make a return or replacement. You still have the command reference that starts with #CPXXXX

Choose the products you want to return

When you have chosen the order in question, the list of all the articles will be proposed:

Choose the product you wish to return:

It is important to indicate the reason why you wish to return the item in question:

You can also add comments:

WARNING: Any request must also be accompanied by photos which you can send to us at service@couverturepiscine.com with the same order number in the subject.

I do not accept delivery from the start and return the order with the carrier

In this case, you can tell the carrier to take back the goods.

Please take photos of the packaging, the more photos, the better.

Once this is done, please also begin the returns process, but you will have to returnall articles.

Go to your personal space:

You have an overview of all your orders:

Choose the order you just refused (often you will only have one order in your general overview):

And choose all items to return:

Indicate that all items must be returned, and indicate in the Note of the first item that the packaging arrived damaged:

Once all items have been selected, confirm on the button "Request a return."

Your return has been requested and will be verified.

Attention: Don't forget to also send us an email with as many photos as possible in order to have a clear view on the subject at the following address: service@couverturepiscine.com

Confirmation of return request

For each return request, this request will be confirmed by an email that you will receive on the address associated with your order, as below:< /p>

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Return request verification

Our teams will always review the return request. Someone from our team may even contact you for more information if necessary.

Return Accepted

If the return is accepted, you will receive an email from us confirming the return request included in the email when you click “Print shipping label”.

This document again contains the different elements of the order that you want to return.

A tracking number will also be sent to you. You will need to package the item well so that it is not damaged during transport. We will keep you informed of the carrier's passage.

When we receive your item, it will be promptly reviewed and:

Item will be exchanged for the correct item or an undamaged item
You will receive a refund if it is an item that is not needed or if you no longer wish to have the item

Please complete the document as required with Letter Code (A, B, C, D) and add any necessary comments.

A new item will be sent to you as if you had placed a new order, and it will also appear in your personal account.

Return refused

If, however, the return should be refused, you will also be kept informed via email:

If you have any questions, do not hesitate to contact us at the email address splash@couverturepiscine.com