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
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
- If our confirmation is not disagreed immediately, even if it contains mistakes, the confirmation
is considered accepted as ''correct'' by you.
- There is no right for you to send back goods that were delivered matching
the confirmation for reasons such as "not satisfied" or "not
- 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.
- You have the right to reclaim certain products if they are defective.
- 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.
- 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.
- 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)
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.
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
As letter: Aquatuning
Beschwerdeformular As Fax: Aquatuning