Return conditions

Return conditions and right of withdrawal

Edition of 1 October 2026

This page sets out the practical arrangements for returning products purchased on piscine-sav.com. It supplements Article 8 of the General Terms and Conditions of Sale, which prevails in the event of any discrepancy.

1. Withdrawal period

In accordance with Articles L. 221-18 et seq. of the French Consumer Code, if you are a consumer, you have a period of fourteen (14) days from receipt of the last product of your order to exercise your right of withdrawal, without having to give reasons for your decision or to bear any costs other than the return shipping costs.

2. How to request a return

The easiest way is the online return form in your customer account:

  • log in to your account on the Site;
  • open the « Order history and details » section;
  • select the relevant order, tick the product(s) to be returned and confirm your return request.

This request, available for fourteen (14) days from delivery, constitutes a declaration of withdrawal. You can track its status at any time in the « Product returns » section of your account.

You may also notify your withdrawal by any other unambiguous statement, clearly indicating your wish to withdraw as well as the information needed to identify the order (order number, surname, first name):

  • by e-mail to: contact@sas-mv.com;
  • or by post to: Piscine SAV — MV, Route de Tillac D3, Zone industrielle, 32230 Marciac, France.

The model withdrawal form appended to the GTCS may be used, although this is not mandatory.

3. Returning the products

From the moment you communicate your decision to withdraw, you have a period of fourteen (14) days to return the product(s) to us, to the address: Piscine SAV — MV, Route de Tillac D3, Zone industrielle, 32230 Marciac, France.

If you organise the return yourself, we recommend a tracked shipment delivered against signature, keeping your proof of dispatch: in the event of a dispute over receipt of the return, delivery against signature is the most reliable proof, in the interest of both parties (a parcel reported as « delivered » without a signature does not make it possible to establish who received it). In this case, returns dropped off at a parcel-relay point are not accepted.

On request to customer service, we can provide you with a prepaid return label from our carrier; its actual cost is then deducted from the amount refunded, and the return benefits from tracking and delivery against signature. Drop-off at a parcel-relay point is only possible in this context, with the prepaid label we provide.

We also recommend that you return the products complete (accessories, instructions, protective packaging), in their original packaging, and that you protect them with a shipping box in order to avoid affixing labels or adhesive tape directly onto the product’s original packaging.

4. Condition of the products and depreciation

Returned products must be new, unused, complete and in their original condition. You may of course inspect the products as you would in a shop; you can only be held liable in the event of depreciation resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of the product (Article L. 221-23 of the French Consumer Code).

Accordingly, for products delivered in a pouch, bag or transparent packaging allowing the product to be checked without opening it (nature, reference, dimensions, colour), opening the packaging is not necessary for this check: a product returned unpacked or whose transparent packaging has been opened unnecessarily, a product that has been assembled, used or shows signs of use, an incomplete product or one whose original packaging has been rendered unfit for resale may give rise to depreciation proportionate to the loss of value observed, deducted from the refund, up to and including refusal of the refund if the product has become unsaleable. Depreciation is assessed on a case-by-case basis and explained to you.

5. Return costs and risks

Return shipping costs remain at your expense, unless you opt for the prepaid label mentioned above (the cost of which is deducted from the refund). The return is made under your responsibility: in the event of loss, theft or damage to the parcel during return transport, no compensation may be claimed from Piscine SAV — hence the value of a tracked shipment insured up to the value of the product.

For products which, owing to their weight or dimensions, cannot normally be returned by post, the cost of return by carrier is estimated at an amount approximately equivalent to the outbound delivery costs applicable to the product concerned, as displayed at the time of the order.

6. Refund

Subject to compliance with the above conditions, we will refund all sums paid, including the initial delivery costs at the cost of the cheapest standard delivery method offered at the time of the order. Any additional costs arising from your choice of a delivery method more expensive than the standard method are not refunded.

The refund is made within fourteen (14) days of receipt and inspection of the products at our premises. Why? We regularly receive return parcels containing used, damaged or incomplete products, or even products that did not come from our shop. Inspection on receipt allows us to check that the returned product is indeed the one we sold, in the expected condition. Mere proof of dispatch therefore does not trigger the refund. It is then made using the same means of payment as that used for the order, unless you expressly agree to another means.

The refund presupposes the actual return of the ordered product. On receipt of the return parcel, we check its contents (nature, reference and condition of the product). If the parcel turns out to be empty, if it contains a product different from the one ordered or if items are missing, the refund is adjusted to reflect what has actually been returned — or even refused if no conforming product has been returned — on the basis of a reasoned finding communicated to you. It is in particular to protect everyone’s rights in the event of a dispute over the contents of the parcel that we recommend a tracked shipment delivered against signature (Article 3).

7. Exceptions to the right of withdrawal

In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal cannot be exercised, in particular, for:

  • products made to your specifications or clearly personalised — in particular hoses and pipes sold by the metre, or in sections cut to order from a roll or coil, to the length or number of sections you have chosen — as well as any other bespoke manufacture or cutting to size;
  • products which, after being unsealed, cannot be returned for reasons of hygiene or health protection (for example unsealed water-treatment or animal-hygiene products);
  • products which, after delivery and by their nature, are inseparably mixed with other items;
  • products liable to deteriorate or expire rapidly.

8. Complaints and mediation

This page supplements Article 8 of the General Terms and Conditions of Sale, to which you may refer for details of your rights. In the event of difficulty, first contact our customer service (contact@sas-mv.com — 05 62 03 58 57). If the disagreement persists after a written complaint, you may have free recourse to the consumer ombudsman for the company MV: SAS Médiation Solution (membership number 17619/VM/2512), https://www.sasmediationsolution-conso.fr.

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