Scope

This Returns & Refunds Policy applies to purchases made via www.aquendor.ch and applies to both consumers (B2C) and business customers (B2B), as outlined below. 
This policy forms part of our Terms and Conditions.

Aquendor AG therefore offers returns and refunds only in accordance with this policy.

Voluntary return policy for consumers (B2C)

Return period

For certain, non-customised Products, consumers may request a return within 14 days of receipt.

Conditions for return

A return is accepted only if the Product:

• is unused, uninstalled, and not commissioned,
• is returned in its original packaging,
• includes all accessories, manuals, and components,
• is in a condition suitable for resale.

Excluded Products

Returns are excluded for:

• custom-made, configured, or made-to-order Products,
• Products that have been installed, commissioned, integrated, or used,
• Products opened or altered in a way that affects resale or hygiene/safety,
• spare parts, consumables, cartridges, filters, and similar items once opened,
• services already performed.

Return shipping costs

Return shipping costs are borne by the customer unless we confirm otherwise in writing.

Refunds

If a return is approved and the returned Product is received in acceptable condition, we will refund the purchase price within a reasonable time using the original payment method unless otherwise agreed.

Original shipping, installation, dismantling, customs, and other ancillary costs are not refundable unless expressly agreed in writing.

Business customers (B2B)

For business customers, returns, cancellations, or refunds are accepted only by prior written agreement.

Approved B2B returns may be subject to:

• restocking fees,
• handling and inspection costs,
• deductions for depreciation,
• deductions for configuration, procurement, or work already performed.

There is no general right for B2B customers to return goods once ordered, delivered, or paid.

Defective or damaged Products

Transport damage

If Products are delivered with visible transport damage, this must be reported to us without delay, ideally within 48 hours of receipt, together with photos where possible.

Defects

If a Product is defective or non-conforming, the customer must notify us in writing without undue delay after discovery.

Please include:

• order number,
• description of the issue,
• photos or videos where possible,
• proof of purchase.

Defects are handled in accordance with our Terms and Conditions.

Under Swiss law, buyers are generally expected to inspect goods and notify defects without delay.

Returns procedure

Please do not return any Products without contacting us first.

Before returning goods, contact us at: sales@aquendor.ch

We will provide:

• return instructions,
• confirmation of the return address,
• and, where applicable, approval of the return.

Unauthorised or unannounced returns may be refused.

Liability for returns

We are not responsible for:

• loss or damage during return shipment,
• returns sent to the wrong address,
• damage caused by improper packaging,
• returns made without prior approval.

We strongly recommend using a tracked and insured shipping method.

Existing installations / installed systems

Where a Product has been installed, commissioned, or connected to an existing plumbing, filtration, bypass, or building services system, no return or refund right applies unless expressly agreed in writing.

Aquendor AG is not responsible for dismantling costs, installer costs, site visits, or costs arising from the condition of the existing installation.

Contact

Aquendor AG
Bahnhofstrasse 29
CH-6300 Zug
Switzerland

Email: sales@aquendor.ch