Política de reembolso

At SplashZone, our goal is for you and your family (including your pets!) to be completely delighted with your purchase through splash-zone.shop.

Below, we detail how our return, exchange, and refund policies work, drafted in accordance with standard US e-commerce practices and consumer protection guidelines.

1. 30-Day Return Policy (Satisfaction Guarantee)

We offer a 30-day return window. You have 30 calendar days from the date you (or a designated third party) receive your package to request a return if you are not fully satisfied with your purchase.

To be eligible for a return, the following commercial conditions must be strictly met:

  • Product Condition: The product must be completely new, unused, and in perfect condition. We cannot accept returns for splash pads or pools that have been filled with water, connected to hoses, or show any signs of dirt, pet hair, or outdoor wear and tear.
  • Packaging: The item must be in its original, intact packaging, including all accessories, connectors, and instruction manuals.
  • Return Shipping Costs: Shipping fees associated with returning the product due to a change of mind or dissatisfaction are the sole responsibility of the customer.

2. Eligibility for Full Refunds or Free Replacements

SplashZone will cover all costs for a replacement or issue a full refund under the following exceptional circumstances:

  • Factory Defects or Transit Damage: The product arrives damaged, punctured, broken, or presents a clear manufacturing defect affecting its water tightness, seams, or water spray functionality.
  • Incorrect Item Shipped: The item received is entirely different from the one ordered on our website.
  • Lost Shipment: The package is definitively lost during transit, and the courier service officially confirms non-delivery.
  • Billing Errors: Duplicate charges caused by a technical glitch in our payment processing system.

3. How to Initiate a Claim or Return

If you wish to request a return, or if your order qualifies for a replacement due to a defect or error, you must contact us at support.splashzone.shop@gmail.com within a maximum of 14 calendar days from receiving your package. Please provide the following details:

  • Your full name.
  • The email address used to make the purchase.
  • Your original order number.
  • Required Photo/Video Evidence: A detailed description of the issue along with clear photos and/or a short video under good lighting that clearly shows the defect, flaw, or malfunction.

Once our team verifies and approves your case, we will provide you with the return center address and return instructions. Approved refunds will be processed within 5 to 10 business days via the original payment method.

4. Non-Refundable Situations

Refunds, credits, or exchanges will not be issued under any circumstances in the following cases:

  • The product shows signs of wear, punctures, scratches, or tears resulting from misuse, installation on sharp/uneven surfaces, water overpressure, or pet bites/scratches.
  • Products that have been used with water or are returned without their original packaging.
  • Claims or return requests submitted outside the established timeframes.
  • Delivery failures caused by an incorrect, incomplete, or inaccurate shipping address provided by the customer.

5. Disclaimer and Usage Safety

The SplashZone water spray pool/splash pad is designed solely for outdoor recreational use. Use by minors or pets must always be under the continuous supervision of a responsible adult. SplashZone is not liable for material damage, accidents, bodily injuries, or drowning resulting from imprudent, negligent, or unsupervised use of the product.

6. Customer Support

For any questions regarding your order, shipping status, or product operation, please reach out directly through our official channels:

  • 📧 Email: support.splashzone@gmail.com
  • 🌐 Official Website: splash-zone.shop