Claims & Returns

Last updated: July 10, 2025

Our Returns & Claims process complies with the EU Consumer Rights Directive (2011/83/EU), the Sale of Consumer Goods Directive (EU) 2019/771, and all applicable Austrian regulations implementing these laws.

1. Returns Window

Under the EU Consumer Rights Directive, consumers have the right to withdraw from a distance contract within 14 calendar days without giving any reason ("cooling‑off period"). MARO GmbH extends this to 15 days from delivery. To exercise this right, notify us in writing within 15 days.

2. Return Conditions

• Products must be returned unused, in original condition, with all accessories, manuals, and packaging intact.
• Hygienic items (e.g., Was & Dry toilet seats) must not be installed or used. Once opened or installed, the right of withdrawal no longer applies (per Article 16 of Directive 2011/83/EU).
• Include your order number, date of delivery, and Return Merchandise Authorization (RMA) number on the dispatch note.

3. How to Initiate a Return

1. Send an email to returns@tooaleta.eu within 15 days of receipt, stating your order details and reason for return.
2. We will acknowledge your withdrawal within 1 business day and provide an RMA number and return instructions.
3. Ship the goods back to:
   MARO GmbH, RMA #[Your RMA]
   Bahnhofplatz 5/Top 9,
   9020 Klagenfurt am Wörthersee,
   Austria

4. Return Shipping Costs

Consumers bear the direct cost of returning goods. If goods are defective or incorrectly supplied, MARO GmbH will reimburse reasonable return costs.

5. Inspection & Refunds

Upon receipt, we inspect returned items within 5 business days. If compliant, we will refund you within 14 days of receiving the goods, using the same payment method, in accordance with Article 12 of Directive 2011/83/EU:

• Card payments: reversal to your card.
• Bank transfers: refund to your bank account.
• Cash on Delivery: bank transfer after providing your account details.

Deductions may apply for diminished value if goods are handled beyond what is necessary to establish nature, characteristics, and functioning.

6. Defective or Damaged Items (Warranty Claims)

Under the Sale of Consumer Goods Directive (2019/771), consumer goods carry a minimum 2‑year legal guarantee. To file a warranty claim:

1. Email warranty@tooaleta.eu with proof of purchase, photos of the defect, and a detailed description.
2. We will confirm receipt within 2 business days and issue an RMA if eligible.
3. Return the item under the provided instructions. You are entitled to repair or replacement at no cost. If neither is possible within a reasonable time or without significant inconvenience, you may request a price reduction or contract termination.

7. International Returns

For returns from non‑EU countries, return shipping costs are at the customer’s expense. Customs duties and taxes are non‑refundable. We recommend using trackable shipping.

8. Exceptions & Non‑Returnable Items

• Customized or personalized products (Article 16(2) Directive 2011/83/EU).
• Opened hygienic goods (e.g., toilet seats, filters).
• Digital content not supplied on a tangible medium once download begun with consent.
• Software once the seal is broken.

9. EU Consumer Rights Information

Before concluding a contract, consumers are provided clear, comprehensive pre‑contractual information as required by Articles 5‑7 of Directive 2011/83/EU, including:

• Supplier identity and contact details.
• Main characteristics of goods and total price.
• Right of withdrawal and its conditions.
• Delivery costs and arrangements.
• Payment, delivery, and performance specifics.
• Duration of contract and termination conditions.

10. Contact & Support

For any claims or returns inquiries, please contact our Returns Department:
Email: returns@tooaleta.eu
Phone: +43 463 503 130 (Mon–Fri, 9:00–17:00 CET)