Returns, Refunds & Claims
Cancellations • Returns • Warranty ClaimsHow to cancel a purchase, return goods and report a fault. The full legal terms are set out in our Terms and Conditions for Consumers.
Important note on shower toilets and bidet seats
Your statutory right to cancel also applies to shower toilets and bidet seats.
However, once the appliance has been installed, connected to the water supply and used, this generally constitutes handling beyond what is necessary to establish its nature, characteristics and functioning. This results in a loss in value, for which you may have to pay compensation. We may deduct an amount reflecting that loss in value from your refund.
Tip: to check whether a bidet seat fits, you can place it on your toilet bowl without connecting it to the water supply or to electricity.
Changed Your Mind? (Right to Cancel)
As a consumer, you can cancel your contract within 14 days without giving any reason. The 14 days run from the day on which you, or a third party named by you who is not the carrier, take possession of the goods. If your order arrives in several deliveries, they run from the day you receive the last item.
- We refund all payments received from you, including the standard delivery costs. If you chose a more expensive delivery method than our cheapest standard delivery, the extra cost is not refunded.
- You bear the direct cost of returning the goods.
- You are only liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Return costs for goods that cannot normally be returned by post (for example large or heavy items shipped on a pallet). The cost of returning such goods is estimated at a maximum of:
| Return from | Estimated maximum cost |
|---|---|
| United Kingdom | £100.00 |
| Ireland | €100.00 |
| Other countries | €150.00 |
Returning the goods: please send the goods back complete, with all accessories, parts and manuals, and pack them well, ideally in the original packaging, so that they are not damaged in transit.
When the right to cancel does not apply:
- goods made to your specifications or clearly personalised;
- goods delivered sealed which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery;
- goods which, after delivery, have by their nature become inseparably mixed with other items;
- services we have fully performed after you gave your express consent and acknowledged beforehand that you would lose your right to cancel once the contract had been fully performed.
✅ 30-day trial products
Some products are offered with a 30-day trial. Where the product page expressly offers this, you can return the product within 30 days of delivery even after use, under the trial conditions stated on that product page and on your invoice. The trial is offered in addition to your statutory rights and does not limit them.
Received a Faulty, Damaged, or Incorrect Item?
We are sorry if this has happened. Please contact us at [email protected] with your order number, a short description and, where possible, photos. Please contact us before sending anything back so that we can arrange the return for you.
- Transport damage: please check the packaging on delivery. If there is visible damage, note it on the carrier’s delivery receipt and tell us as soon as possible, ideally within 24 hours, with photos. This helps us to claim against the carrier. It does not affect your statutory rights.
- Faulty or incorrect goods: your statutory warranty rights apply. Depending on the case, we will repair or replace the goods, or you may be entitled to a price reduction or a refund. Remedies under the statutory warranty are free of charge for you, including the cost of sending the goods back.
- Manufacturer guarantees: where a guarantee is provided for a product, claims under it are made in accordance with the guarantee statement and conditions of the respective guarantor. Your statutory warranty rights against us remain unaffected.
- Limescale: damage caused by limescale deposits resulting from unsuitable water quality or a lack of water treatment is generally not a defect that was present on delivery (see sections 7.3 and 7.4 of our Terms and Conditions).
- Hygiene: appliances sent in for service or repair must be hygienically clean. If they are not, we may, after informing you, pause processing until they have been cleaned. Where you are responsible for the soiling, reasonable cleaning costs notified to you in advance may be charged.
- Inspection: receiving the goods back does not mean that we accept a claim. We examine it and tell you the result within a reasonable period. If there is no defect covered by the statutory warranty or an applicable guarantee, we will tell you the expected inspection, repair and return costs before any chargeable work. Chargeable work is only carried out with your consent.
3. How to Cancel and Return
Tell Us Within 14 Days
Send us a clear statement by email to [email protected] or by post to MARO GmbH, Klagenfurter Str. 34, 9170 Ferlach, Austria.
You do not need to give a reason. Your order number helps us to find your order. Sending your message within the 14 days is sufficient.
We Confirm
We confirm receipt of your cancellation without delay and send you the return details.
Send the Goods Back
Send the goods back within 14 days of telling us that you are cancelling, to our central return address:
Maro Warehouse
Skapinova ulica 23
1000 Ljubljana
Slovenia
We recommend a tracked and insured service. Please keep your proof of postage.
Refunds & Returns from Outside the EU
🕑 When Will I Get My Refund?
We refund you without undue delay and at the latest within 14 days of the day on which we receive your cancellation.
We may withhold the refund until we have received the goods back or you have provided proof that you have sent them, whichever is earlier. This does not apply if we have offered to collect the goods ourselves.
We use the same means of payment that you used for your order, unless expressly agreed otherwise. You will not be charged any fees for the refund.
🌎 Returns from Outside the EU
Our return address is in the EU, so returns from outside the EU, including from the United Kingdom, pass through customs.
Model Cancellation Form
You may use this form to cancel, but you do not have to.
(Complete and return this form only if you wish to cancel the contract.)
To:
MARO GmbH
Klagenfurter Str. 34
9170 Ferlach
Austria
Email: [email protected]
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
