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How to deal with reclamation

Transportation damage:

Deliveries are to be inspected in the presence of the postman for obvious damage. Any damage must be noted on the delivery note or the postman must scan, the package as "damaged". Internal transport damages must be reported within 7 days after reception to us in written form (e-mail, letter, fax). Keep the package and in no case send it back to us. We will contact the carriers and make a damage report. Possibly a staff of the transport company will come to you and inspect the package and/or pick it up.

Guidelines for commercial customers:

Commercial customers do not have the rights within a 14 days period of time as end-users have. For commercial customers, we follow the purchase regulations for salesmen (Commercial Law). If you make an order by phone / e-mail / fax / mail, you will get an order confirmation by email / fax / letter. That confirmation is to be checked immediately. If you do not receive an confirmation (e.g. for technical reasons, Email in spam folders or fax not arrived), it is your duty to contact your sales contact person again. Deviations from the desired order are to be disclosed to the processor immediately. Therefore the following applies:

  1. If our confirmation is not disagreed immediately, even if it contains mistakes, the confirmation is considered accepted as ''correct'' by you.
  2. There is no right for you to send back goods that were delivered matching the confirmation for reasons such as "not satisfied" or "not wanted".
  3. You only have the right to reject the delivery if the goods are not as ordered (according to the confirmation) (e.g. "packaging error), or the shipment is incomplete.
  4. You have the right to reclaim certain products if they are defective.
  5. If you send unused goods back to us, we are not obliged to take them back. In some cases, we are willing to take the goods back against a restoraging fee of € 10 per product. This will be decided by our RMA clerk in collusion with the management.
  6. Used goods can in any case be send back if they are defective. In such cases, we ship the goods to the manufacturers, which will repair the product, or replace, or in the worst case, reject the claim. It is not possible to make a credit note in advance or exchange the products immediately against new, unless our engineers can understand the mistake itself and therefore "predict" in advance that the goods will not be repaired from the supplier, but exchanged against new products.
  7. Our distribution is not allowed to give you information regarding the the status of your complaint, or to run-up to a "prognosis" how your reclamation will be handled.

Download for commercial customers (Reseller)
Aquatuning Händlerformular (one document for each shipment)
Download the appropriate form from our server, and print it off. The blue fields must be filled out by you, the yellow fields are to be filled in by our staff.

Direct contact to the Sales Manager / Management:

Our staff at the ordering and service hotline and the complaint department work strictly according to instructions and work predefined procedures of which we are convinced that they guarantee the best customer service possible. Therefore, these employees are not entitled to take complaints. If you feel unfairly treated, or you are not satisfied with the solution proposed by us, you can use this document. Please note that complaints must be filed in written form only and will be answered in written form only.
Your request is dealt with by our sales leadership in consultation with the management as soon as possible.

Download the complaint form:
As Email: Aquatuning Beschwerdeformular
As letter: Aquatuning Beschwerdeformular As Fax: Aquatuning Beschwerdeformular

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