Warranty request 

Standard warranty period is 2 years for all pumps.

Exception: For Dab Evosta pumps 5 years warranty applies.

5 year warranty for Dab pumps
See below for date ranges when 5 year warranty period applied per country

WPNL and WPBE

Sold before 10-10-2019: 5 years warranty

Sold between 11-10-2019 and 27-10-2021: 2 years warranty

Sold between 28-10-2021 and 01-01-2023: 5 years warranty

Sold after 2-1-2023: 2 years warranty

PAE

Sold before 2018: 2 years warranty

Sold between 2018 and 01-01-2023: 5 years warranty

Sold after 02-02-2023: 2 years warranty

WPUK

Sold before 29-08-2022: 5 years warranty

Sold on and after 29-08-2022: 2 years warranty

Invoice

Since 4-2-2022 the warranty period for each article is stated on the invoice. This applies to the original invoice only. If they receive a copy, the current warranty period is mentioned. Please apply the above dates if the customer no longer has the original invoice.

• If no solution is found, we need to decide if the pump needs to be checked by the manufacturer.
  
  

• Physical checks can only be done by Dab / Tallas / TIP / Oase. Please find the procedure how to handle per manufacturer below.
  
  

• For all other manufacturers (Einhell, EL pumps, Grundfos, SFA, Aquaforte), it is not possible to have the pump checked by them. We can, if really needed, send the pump to Monta and check it ourselves, or (very rarely) ask Jur to check the pump.
  
  

• At any time, check with Fred if pump may be replaced
  He will check if the pump needs to be checked based on the type and price of the pump.
  Some examples:
  Dab jet pumps: checked almost always at Dab repair centre as problems most likely caused by installation/air
  Submersible pumps priced under 250 euro: most likely no physical check
  Borehole pumps: if possible they will be checked
  Macerator pumps: for hygienic reasons probably not checked

• Pumps >30kg
  Please note that this procedure it quite expensive so always check if really needed.
  Send a message to Riccardo with the dimensions/weight of the pump, the address of the pickup location and the NEC reference. He will arrange the return
  For DHL: Please inform the customer that in the label/attachment, they can click on a link to arrange a pickup at the preferred address.
  
  
  
  

A waterpump is a waterproof product. Sometimes it is neccessary to cut the plug. If the customers cutted the plug always check carefully if the issue is not related to cutting the plug. If there is a short circuit, water in the motor than we can refuse warranty. If the problem has nothing to do with the cutted plug than we cannot refuse warranty.

Ask for pictures of the hose in the original situation

Check if you see any sharp edges etc

Please give customer tips how to prevent the leakage in the future and send out a new hose.

When a customer needs to pay for the repairs, please check the following

• Is the price provided by the manufacturer including or excluding tax? Please make sure to communicate prices including tax only

• If a return label was used, additional costs may be added to the total price

• Create a new order using the REP_SER article 

• Email the customer:
  Summarize the results from the manufacturer
  Send the Pro Forma invoice to the customer (ask them to check the address)
  Copy the payment link from Magento and send it to the customer
  Ask payment within 14 days and to inform you after payment

• Snooze the conversation to keep an eye on the payment

• Once payment received, put the order On Hold in magento and inform the repair center that they can return the pump

In the European Union, consumer rights regarding legal warranties are largely harmonized, meaning consumers in all EU countries have similar basic rights. Some key principles apply across the EU:

1. Minimum two-year warranty: In the EU, consumers are entitled to a legal warranty of at least two years on new products. During this period, the seller must ensure that the product is free from manufacturing defects and meets expected standards.

2. Seller's responsibility: The seller (store) where the product was purchased is responsible for the warranty, not the manufacturer. This means you can always contact the store for a solution, even if the store no longer sells the brand.

3. Burden of proof: In the first six months after purchase, it is assumed that the issue existed at the time of purchase, unless the seller can prove otherwise. After this period, the seller may ask you to show that the defect was not due to misuse.

4. Providing a solution: The store is obligated to provide a solution for a defect within the warranty period. This could be in the form of repair, replacement, or a (partial) refund, depending on what is reasonable and possible.

5. Right to free repair or replacement: If the product breaks down within the warranty period, the repair or replacement must be free of charge for the consumer. Only in exceptional cases where repair or replacement is impossible, a refund may be considered.

These rights apply in all EU member states, though individual countries may offer additional protections beyond EU standards.

In de Europese Unie zijn consumentenrechten over de wettelijke garantie grotendeels geharmoniseerd, wat betekent dat consumenten in alle EU-landen vergelijkbare basisrechten hebben. Een aantal belangrijke principes geldt overal in de EU:

1. Minimale garantie van twee jaar: In de hele EU hebben consumenten recht op een wettelijke garantie van ten minste twee jaar op nieuwe producten. Gedurende deze periode moet de verkoper ervoor zorgen dat het product vrij is van fabricagefouten en voldoet aan de verwachtingen.

2. Verantwoordelijkheid van de verkoper: De verkoper (winkel) waar het product is gekocht, is verantwoordelijk voor de garantie, niet de fabrikant. Dit betekent dat u altijd bij de winkel terecht kunt voor een oplossing, ongeacht of de winkel het merk nog verkoopt of niet.

3. Bewijslast: In de eerste zes maanden na aankoop wordt ervan uitgegaan dat het probleem al bestond toen u het product kocht, tenzij de verkoper anders kan aantonen. Na deze periode kan de verkoper u vragen om te bewijzen dat het probleem niet door verkeerd gebruik is veroorzaakt.

4. Oplossing bieden: De winkel is verplicht om een oplossing te bieden bij een defect binnen de garantieperiode. Dit kan in de vorm van een reparatie, vervanging, of een (gedeeltelijke) terugbetaling zijn, afhankelijk van wat redelijk en mogelijk is.

5. Recht op kosteloze reparatie of vervanging: Indien het product binnen de garantieperiode defect raakt, moet de reparatie of vervanging voor de consument kosteloos zijn. Alleen in uitzonderlijke gevallen waarin reparatie of vervanging onmogelijk is, kan een terugbetaling aan de orde zijn.

NEC reference
Once Fred has decided that the pump needs to be checked, you will need a NEC reference. This is a mandatory reference for warranty cases that are shipped to the repair centre and is provided by Fred. He needs the invoice of the defective article to request the NEC reference.
NOTE: in case Fred is not in the office, please send an email to service.nl@dwtgroup.com to request the NEC number. Please include the invoice in the email.

Shipping:

The shipping costs to DAB are (at first) for the customer, ask them to keep the receipt.

NOTE: In some cases it is possible to request a return label at Monta for shipment from the customer to Dab. Please check if this is authorised for your country.
A return label can be requested. Send an email to Fonteini/Monta (Foteini.Papadopoulou@monta.nl). Make sure to add dimensions and weight and the address of the customer.

Is the pump >30kg? Normal return is not possible. Ask Riccardo to arrange the return.
- Provide cm/kg and which product
- Provide the reason for the return

Communication:

Send the customer an email containing the following (see Suggested answers in Robin)

• He can send his product to DAB where the product will be checked. Keep the receipt for refund shipping cost.

• Make sure to inform the customer that if the product works correctly (e.g. air) or the problem is caused due to misuse (e.g. dry running), the costs for checking and returning the pump will be charged to them (minimum 75 euro). Shipping costs will not be refunded.

• The customer should add a note with the following data in the box:
  Bought at:
  Order number:
  NEC number:
  First- / Last Name:
  Address:
  Description of failure:

• Ship the pump to below address

DAB Pumps BV - Reparatiecentrum

t.a.v. NECXXXX

De Looijer 14

5253 RA NIEUWKUIJK

Results Dab:

The Dab repair center will send an email informing us if the pump should be replaced under warranty.

Warranty:

• • Create a service order in magento for 00.00EUR and use payment method TECH. 

  • Add the NEC number and original order number in the comments.

  • Ask the customer to send the receipt for the shipping to our mailbox, incl. his/her bank details so we can refund the shipping costs. We will only refund the default shipping rate.

No warranty:

• • a document will be attached to the email with an explanation and sometimes pictures

  • The costs for checking the pump and returning the pump should be paid by the customer. The prices in the NEC document are excluding taxes. Please add applicable taxes before communicating to the customer. The basic amount (without repairs/spare parts) is usually approximately € 75,00 incl. VAT.

    • • Send the customer a summary of the problem and send a payment link for the repairs 

  • See systems - Magento for the procedure in magento how to create an order with costs for warranty

  • As soon as the customer has paid, put the order on hold in magento and email to the repair center so that they will take care of the repair and shipping

First try to find a solution with Fred. If no solution found, you can contact Oase: P.vanSambeek@oase-livingwater.com

When Paul answers that the pump has to be checked, please apply below procedure.

Attention: make sure that the original plug is on the pump. If plug has been removed, no warranty at any time!

• Go to the warranty return portal:

https://service.oase-livingwater.com/nl/partner/repairs.html

3100001055

Amsterdam1

• Go to Retourzending artikel and fill in all applicable fields.
  Make sure to use the Oase article number (to be found on our website)
  Use our ordernumber as reference and add the invoice.
  Select one of the applicable Service options (Nazicht or Omruilen).
  For shipment select Eigen Verzending.
  Finally click on Aanmelden.

• The request has now been done. Now check the Reference (like a NEC number) by clicking on Verwerkingstatus on the next page. You will see a list with all the ongoing checks including the RMA number.

• You will now need to request a return label at monta to below address and add the RMA number as reference.

• Ask the customer to add a copy of the invoice in the box and to write the RMA number on it.

OASE GmbH

Reparatur Service / t.a.v. XXXXXXXX (RMA)

Tecklenburger Str. 161

48477 Hörstel

FYI: Oase wants the customer to send it to us first and then to Oase, not directly from the customer. With Ilse we decided to just send it directly. If Paul says to send it to our warehouse first, please check again with Susanne or Ilse.

For France:

the customer can call 01 44 82 25 55.

They will make an appointment with a technician who will check and fix it. If there are costs involved, the customer pays SFA directly.

TIP pumps can be checked

If you cannot find a solution with Fred, you can ask TIP to check the pump. Send an email to service@tip-pumpen.de before sending the pump. TIP is quite cooperative and fast in checking the pump. The basic costs are around 15 euro. 

TIP contacts the customer after checking the pump. We are not informed.

The pump needs to be shipped to below address:

T.I.P. Technische Industrie Produkte GmbH

To:Mr. Koch and Mr. Rimmer 

Siemensstrasse 17

74915 Waibstadt / Germany