Where can I register my complaint?

We have organised our online store to reduce the number of errors to a minimum. Yet it is inevitable that, despite our best efforts, something can go wrong due to human error.

If there is a problem with your order we would first and foremost like to apologise. We would like to help find a solution to your problem. If you have a complaint, comment, suggestion,… then you can contact us at support@swimmingpools.be.  

You can also reach us via the contact form on this website and through our social media channels. On Facebook you can find us at the Willy Webshop page and on Twitter we have opened the account @WillyWebshop.

We will always try to help you as quickly as possible!

Can I ask for a second opinion?

If you would like a second opinion regarding the treatment of your complaint, warranty, returns, ... then you can contact BeCommerce. This is an umbrella organisation that seeks to ensure safe online shopping. Our online store is a member of this organisation and strives to provide perfect customer service.

They will investigate your complaint independently and report back to you. We hope we can always reach an equitable solution.   

Why is a part of my order missing?

For some of our products we have developed a close cooperation with our suppliers. These products are therefore delivered directly from their warehouses. This is why you may receive two separate parcels when you place an order with us.

If part of your order is missing in the first parcel, you don’t have to fear the worst. The second parcel is on its way.

In some cases, the order may also be divided into multiple sub-parcels. These will usually arrive at the same time. But it may happen that part of the order arrives a day later. This depends on the courier service in charge of the delivery of your parcel.

If you have any further questions regarding the shipping or delivery time of your order, you can always reach us at webshop@swimmingpools.be, via the contact form on this website, or via our social media channels (Facebook & Twitter).

Why has my order not been delivered?

When placing an order, please take a delivery time of 2 business days into account. In the worst case, it may be that your order has suffered a delay and may arrive a day later. If this should occur then we wish to apologise for this in advance.

If your package has not been delivered after 4 days, you may contact us via support@swimmingpools.be. Your problem is our highest priority when investigating and identifying where the error occurred. We will furthermore make sure that you receive your order as quickly as possible.

What should I do with a damaged parcel?

If you receive a damaged parcel, we recommend taking pictures of the product and sending these to support@swimmingpools.be. We will investigate the damage and take the necessary steps to replace or refund the damaged item.

Please include your order confirmation and describe as clearly as possible how you received the parcel. This will allow us to avoid such incidents in the future and to check if the product was purchased from us directly.

How does the returns policy work?

Sometimes when you order a product it does not match your expectations. This may leave you with the feeling that you've bought the wrong product. Our online store is committed to find a solution for you. We therefore want to clearly communicate our returns policy.

As an online store, we are obliged to accept returns under the following conditions:

  • If the request to return the item is made within 14 days after purchasing the item.
  • If the product is returned in its entirety, without any kind of damage. (You can add protection for the return transport to avoid any discussion regarding damage)
  • If the product has not yet been used. Please note that as a consumer you are allowed to test the product!

We like to provide an example: you can test our air mattress by inflating it. But you cannot test it by going on the water, because from that moment you are using the air mattress and we may legally refuse your return. In practice, we would usually recover all returns within 14 days, as long as the product is undamaged. This way, we like to keep our customers satisfied.

If you have paid delivery costs, then we will refund the delivery costs in addition to the cost of the product. If the product was part of a larger order for which you paid delivery costs, then the transportation costs will not be refunded. After all, these delivery costs applied to other products in your order as well.

The cost of returning the product shall be discussed with the customer.

If you have any further questions regarding the returns policy, you can always contact us at support@swimmingpools.be. Our support service will attempt to answer you as soon as possible. You can also reach us via the contact form on the webpage or via our social media channels.

When do I claim warranty?

When you buy a product from us, you may assume that there is nothing wrong with it. Indeed, we only sell high quality products. Even during shipment and delivery we try to protect your product as we can.

If, upon delivery, you determine there is something wrong with your product, then it falls under the legal warranty. Please contact us soon as possible at support@swimmingpools.be and include your order confirmation.

When we receive the product back, we will investigate whether it is covered by the warranty. If it is, we will send you a replacement product as quickly as possible. Alternatively, you can opt for a refund of the product. Tip: If you notice that something is wrong with your product, take a picture of it as soon as possible and report the problem to us immediately. This way there can be no ambiguity regarding the warranty.

In addition to this two-year legal guarantee of conformity, there are certain products with extended warranties. These are the factory warranties and they are explicitly stated on the product page. If you determine a fault over time then we will investigate as quickly as possible what the problem is. If the product is faulty we will replace the product.

The warranty does not cover the installation of these products, since we do not place these ourselves. For tips and tutorials related to the installation of your products, you can always contact support@swimmingpools.be, or you can reach us by filling out the contact form on the webpage, or via Facebook or Twitter.