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 Commitment No. 1: Home delivery
Where would you like the delivery to be made?
We will deliver to the address you give in the purchase order. Our carriers deliver your products to your doorstep. We deliver to Metropolitan France and the Principality of Monaco. Deliveries to Corsica may be subject to special terms for some items. These terms will be sent to you either directly on the site when the order is placed or before we ship the order. Deliveries will either be by post or by a special carrier. Furthermore, packages delivered by carriers are often packaged in cardboard and delivered on pallets (if necessary).
When are deliveries made?
The wording "shipped in 48 hours” applies to available products in stock which are prepared, packaged and handed over to the carrier within 48 hours after the order has been validated. This period does not include weekends and holidays, and will depend on available quantities. Deliveries are generally made within 48 and 72 hours (excluding weekends and holidays) after your order has been validated (except for articles for which extra time has been expressly stipulated at the time of the order).
How much does the delivery cost?
All deliveries require a participation in shipping costs.
The amount is determined by the total weight of the order for the whole of Metropolitan France.
The amount of delivery costs is shown in your shopping basket.
Shipping costs are calculated as follows:
What do I do if there is a delivery problem?
If there is a problem due to transportation (damaged packages, missing or degraded products, etc.), you must make all the reservations concerning your observations on the consignment note, sign it and have it signed by the delivery agent. You must keep a copy of this document.
NB: the reservations must be very precise (what product is concerned by the damage) to be considered for replacement.
If there is any damage in transit, you must refuse the damaged product by writing in the consignment note “Rejected because of damage”. If this is not done, you will not be able to take any action against the delivery company.
If the delivery does not comply with the order in terms of quality or quantity, you must notify Europe Hydro within two business days as from the delivery date, by calling our customer service representatives at +33 01 48 44 28 15 or by e-mail at europehydro@wanadoo.fr.
When you sign the delivery receipt, you acknowledge that the goods received are in a fully satisfactory condition.
Undertaking No. 2: Guarantee of safe payment
What are the accepted payment modes?
· Credit card (Carte Bleue / Visa or Eurocard / Mastercard ), American Express card.
· Cheque: Your order will be validated only after your cheque has been received.
Is it totally safe to pay by credit card?
Your credit card payments on europehydro.com. are perfectly safe. Our secure server software encrypts your bank data to certify that your transactions remain private and protected. During the payment transaction, you’re automatically directed to the payment processing centre server. Your bank data are protected by encryption and do not go through by the EUROPE HYDRO systems. They are therefore not kept by EUROPE HYDRO.
When is my credit card debited?
The payment is sent to your bank on the day your order is shipped, if this happens within seven days after the bank transaction (on your bank statement, you are debited on the date of the transaction). If your order has not been shipped after seven days, we are obliged to debit your card to be able to use the bank authorisation. This is because europehydro.com does not keep any trace of your bank details, in accordance with our personal data protection undertaking.
Undertaking No. 3: Guarantee of information
How do I contact a customer service representative?
Our teams are at your disposal at +33 (0)1 48 44 28 15 Mondays to Fridays from 8 am -12 am and from 2 pm to 6 pm to answer all your question and solve any problems encountered on the web site as well as to deal with any returns.
How is the total of my order calculated?
The total amount of your order is equal to the sales prices of the items ordered plus shipping costs. The prices displayed exclude VAT and the shipping charges that have to be paid by the customer.
How do I know whether my order has been confirmed?
We confirm that your order has been recorded by assigning you an order number and by sending you a confirmation e-mail with this number. Your order will therefore be considered to have been accepted only after it has been confirmed by EUROPE HYDRO. Some orders may require additional requests. In this case, we send you e-mail asking for the supporting documents that have to be sent for the final validation of your order. EUROPE HYDRO reserves the right to cancel your order if it does not receive the supporting documents or if it receives documents that it deems to be non-conforming.
How can I get my order delivered to another address?
To have your order delivered to another address, all you have to do is to uncheck the “same delivery address” box in the purchase order and enter the new delivery address.
How do I place and order?
To place an order, simply put the items you have selected into your shopping basket. After you have finished selecting your items, click “My shopping basket” and follow the instructions.
The order is in four phases: summary/ identification/ payment/ validation.
How do I find what I’m looking for?
There are several ways of finding a specific item: you can either enter the name of the item directly into our search engine or use our tree structure by clicking on the “Products” button.
Undertaking No. 4: Satisfied, replaced or refunded
Can I return an item?
Yes. Our ”Satisfied or money back” guarantee means that if, for any reason, you are not happy with the item you ordered, you can return it to us (under certain conditions) within seven days and we will issue a full refund for the price you paid for the item.
What are the terms for returning an item?
Our returns terms are simple: items must be returned in their original packaging, in perfect condition, together with all accessories and user guides and leaflets. You must also include the return coupon attached to the invoice which you would have filled out correctly, stating the reason for the return. We do not accept returns of items that are incomplete, damaged or dirty.
Do I have to pay return costs?
If you return an item because you have changed your mind, you will have to pay for the cost of return. The initial shipping costs will also not be refunded.
How do I return an item to you?
For returns, you must first contact our team l at +33 (0)1 48 44 28 15 (Mondays to Fridays from 8 am -12 am and from 2 pm to 6 pm) or send us e-mail by filling out the forms in the “Contact” section. You will be told which mode of transportation to use, depending on the products, and EUROPE HYDRO will then be able to record your return request. EUROPE HYDRO does not accept shipments with collect charges or cash on delivery.
How long does it take to get a refund?
You will receive your refund within thirty days as from the receipt of the returned item.
What do I do if my product is defective upon receipt?
For products that are damaged during shipping, see “What do I do if there is a delivery problem?” If the product itself is defective the first time it is used under normal use conditions and within 30 days after delivery, Europe Hydro undertakes to replace the product after it has checked the returned item. Europe Hydro will, in this case, exceptionally refund shipping costs incurred for the return of the product and will also pay for the shipping of the replacement. The defective product must be sent back according to the specified procedure to the address given by our team at +33 (0)1 48 44 28 15 (Mondays to Fridays from 8 am to 12 am and from 2 pm to 6 pm).
Undertaking No. 5: Guarantees and after sales service
Can I have an item repaired after the guarantee period has expired?
If you wish to repair an item ordered on the europehydro.fr website that is no longer covered by the guarantee, you must send us the item at your own expense to the address given to you by one of our customer service representatives at +33 (0)1 48 44 28 15 (Mondays to Fridays from 8 am to 12 am and from 2 pm to 6 pm) or bring it directly to the EUROPE HYDRO maintenance department. We will send you an estimate and the item will be repaired after you have accepted the estimate. You will have to pay for the shipping costs for returning the item.
Undertaking No. 6: Protection of privacy
What personal data must I give to EUROPE HYDRO?
During the order, you must send us all the information required for delivery to ensure that the order is processed correctly (in particular, the phone number at which the carrier may reach you during the day). When you place your order, we also need to know your name or company name, your email address, the address where you would like to receive the order, your credit card number and its expiry date. This will allow us to process your orders and to ensure that our security procedures are being strictly complied with.
How will these data be used?
The personal data that you send us or that we collect through the functioning of the web site (through cookies) are used to ensure that deliveries are made efficiently, to improve quality of service and to better meet your expectations.
Pursuant to the French Data Protection Act of 6 January 1978, we comply with strict security procedures concerning the storage and dissemination of the information that you have provided us to prevent access by unauthorised persons.
How can I change my data on your web site?
Pursuant to article 27 of the French IT and Freedom Act, of 6 January 1978, you may access and modify personal information concerning you. To exercise these rights, simply contact us to make the necessary changes.
Our undertakings:
· We protect your personal data.
· Purchases made on our web site remain confidential.
· We guarantee the security of your transactions through our server and our secure procedures that allow you to order in all security.
· We do not keep your credit card number.
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