Return Policy

This Return Policy only applies to products purchased on https://www.maytronics.com/en-us/ (the “Website”) or on Maytronics mobile applications and is governed by and subject to the Terms of Sale. In the event that this Return Policy conflicts with or is inconsistent with the Terms of Sale, the Terms of Sale will control.



Eligible Products

Eligible Products are those products purchased on the Website or mobile applications that are undamaged, unused, or defective products, that are returned via the process outlined in this Return Policy.

 

Non-Eligible Products

Products that are not eligible for return:

  • Products that are marked during purchase as final sale or unreturnable.
  • Products that have been used.
  • Products that are damaged through normal wear and tear.

 

Return Policy Requirements

 

Qualifications

  • Eligible Products may be returned for a full refund of the purchase price Rreturn request must be received within 30 days of the date of delivery of the Eligible Product.
  • Comply with the instructions provided in the RMA, and include original product (not shipping) packaging, including any components, accessories or power cables included with the product.

 

Refund Amount

  • You will be refunded to your original form of payment.
  • The Refund Amount equals the purchase price and applicable taxes paid for the Eligible Product, less Restocking Fees and shipping and handling (except for Defective or Damages Products).
  • Refunds do not include shipping and handling fees (from the original shipment, or the return shipment).

 

Restocking Fees

  • We charge a Restocking Fee of 30% of the actual price you paid for the Eligible Product.
  • We deduct any Restocking Fee from the amount of your refund.
  • Restocking fees are not charged for Defective or Damaged Products.

 

No Exchanges or Price Adjustments

  • We do not provide product exchanges or price adjustments.

 

Defective or Damaged Products

 

If you receive a product that arrives damaged or defective, incomplete or in need of replacement parts (“Defective or Damaged Product”), contact us at supportMT@maytronics.com, through the 'Contact Us’ form on our Website,or via telephone at 1-888-365-7446 within 30 days of receiving the product to report the issue and to receive further instructions for resolution. In the event your claim is accepted by us, the purchase price and the original shipping costs will be refunded. We may request additional materials, including but not limited to, photos of the product and a copy of your confirmation email. This does not affect your statutory rights.



Warranty Claims

For warranty information or claims, please see the product warranty provided and follow its instructions. For warranty information or claims for third-party products sold on the Website or mobile applications, please refer to the manufacturer’s website. 

 

Return Process

To initiate a return:

 

  1. Go to your customer account, and follow instructions to create an RMA. You may also contact the customer service team at supportMT@maytronics.com, through the 'Contact Us’ form on our Website or by telephone at 1-888-365-7446 and follow the instructions provided.
  2.  You will be asked to provide order and identifying information, including order number, proof of purchase, serial number, reason for return, condition of the product.
  3.  Once RMA is requested, an RMA number will be issued along with return instructions within 48 hours. Please follow all return instructions carefully to prevent delays or issues with the return. You are responsible for arranging shipping, all return shipping and handling charges and risk of loss or damage during shipment, except when returning Defective or Damages Products.
  4.  Once the return is received, the Return Department will:
  • Verify the eligibility of the return; and
  • Send an email to the email address provided to us or associated with your account;
  • If verified, issue a refund or replacement part.

It can take 1-2 billing cycles depending on payment used and the practices of your financial institution to receive the credited funds.

  • Processing of returns may take up to two (2) weeks from receipt.
  1. The product’s RMA is voided if the actual returned product and requested returned product are different, if the applicable product is not returned, or the applicable product does not include original product (not shipping) packaging, including any components, accessories or power cables included with the product. If the RMA is voided, we will ship the returned product back to you, subject to shipping and handling costs.


 We are not responsible for any products damaged in transit back to our return facility. We will provide images back to you to file a claim with your carrier.

 

All returns must be made in the same country in which the purchase was made.

 

Contact Us

For any questions regarding a return or refund, you must contact our customer service team by writing to us at supportMT@maytronics.com, or through the 'Contact Us’ form on our Website, including the following details in your communication:

  • your name;
  • your shipping address;
  • the order number and reason for request;
  • your phone number; and
  • email address.



Last Updated:15th April 2024