Frequently Asked Questions

All prices shown in our store include VAT. For greater transparency, shipping costs are added separately at the end, as they depend on the total weight of the order and the destination.

The cost of transport is included in orders over 100 € (only for orders within the peninsula excluding Portugal). Certain items, due to their volume and/or weight, are exempt from the above condition.¹ The shipping rates for outside the peninsula are as follows: Balearic Islands, Ceuta, Melilla, Canary Islands and rest of the world (shipping costs will be borne by the customer and will apply the rates stipulated by the transport agency depending on the destination). When there is an offer of “Free Shipping”, it is only valid for orders within the peninsula excluding Portugal, and it is only valid for the agency “Paquetería de Correos”. Alternative agencies will also be offered, but with a small supplement due to its urgent nature.

Under normal conditions, the transport time will be 1-2 working days once the goods have been marked as shipped. In any case and for greater security, please contact us to confirm the delivery time for each item.

Orders placed after 13:00 hours will be considered for the next working day.

Yes.

In principle, all products in our store are available, unless they are indicated as 'unavailable' on the product card. Please note that, due to their artisan nature, many of our products have a limited production. In the event that a product is out of stock at the time you place your order and we have not been able to update this information in the store, we will contact you immediately to propose a similar product or refund you the corresponding amount.

No. That is why we recommend that you indicate an address (e.g. work address or a neighbor's address) where there is someone to whom the package can be delivered.

Delivery hours are Monday to Friday, from 9:00 am to 7:00 pm.

In case the carrier tries to deliver the package to you and there is no one to receive it, a note will be left for you stating the delivery attempt. Please contact the transport agency as soon as possible through the telephone number that you will find in the note, in order to arrange a new delivery. For any problem remember that we are at your disposal at info@piscinasyproductos.com.NOTA: In the case of deliveries of bulky products on floors above one floor, the transport agency is only responsible for delivering your order in the doorway of your home.

Return due to presumed damaged product, open and/or damaged box, or missing material due to transport:
In case of detecting any shortage or damage in the delivery, it must be noted on the copy of the receipt that the transport agency carries with their signature. You must check especially that the number of packages on the delivery note matches the delivered ones. This is essential for processing the incident and the refund, if applicable.
Please note that the stamp or annotations such as "pending review" or "accepted unless examined" have no legal validity.

Return due to defective product:
If a product arrives damaged, we will send you a new product. piscinasyproductos.com will cover any additional transport costs that may arise, provided that the product has not been used, altered, or tampered with and that the original packaging remains in perfect condition.
To do this, please contact us via email at info@piscinasyproductos.com within a maximum of 7 business days from receiving the order, clearly stating the problem and attaching a photo of the damaged product. We will not accept any exchange or return if you have not contacted us beforehand to inform us.

Return due to wrong product:
If one or more products received do not match your order, piscinasyproductos.com will collect the incorrect product at the indicated address and deliver the correct one to you. There will be no extra cost, as long as the product has not been used, altered, or tampered with, and the original packaging remains in perfect condition.
To do this, please contact us via email at info@piscinasyproductos.com within a maximum of 7 business days from receiving the order. We will not accept any exchange or return if you have not contacted us beforehand to inform us.

Return due to customer’s wish:
If you are not satisfied with the purchase, you can exercise your right of withdrawal within 7 business days by returning the product at your own cost, provided that the product has not been used, altered, or tampered with and that it remains in perfect condition with the original packaging and the product itself. In the case of electric pool cleaners, no return is allowed if the product has already been submerged in the pool. If the product is not returned in its original packaging, the item will depreciate in value.
To do this, please contact us via email at info@decoytec.com within a maximum of 7 business days from receiving the order. We will not accept any exchange or return if you have not contacted us beforehand to inform us.

Yes, if it has already been shipped, you must return your order. In this case, once we receive the merchandise in its original packaging and in perfect conditions, we will proceed to refund the corresponding amount. However, please note that you will be responsible for the return transport costs.

The maximum period to cancel an order is 7 working days from receipt, in any case, please contact us at info@piscinasyproductos.com.

PISCINASYPRODUCTOS respects your right to privacy: we will only use your personal data to offer you a better service. Under no circumstances will we sell or share them with third parties. At any time you can access, rectify or cancel them.

The offices and warehouse of PISCINASPISCINASYPRODUCTOS.COM are located at:

RIVAS Y ANAYA, S.L.
Edison Street, 7
29680 ESTEPONA (Málaga)

The best way is by e-mail. This system allows us to be more agile and flexible in managing communication with our customers. For questions about your order, comments, suggestions or any other information you can write to info@piscinasyproductos.com.

We are also at your disposal at 951 974 560.