Return & Refund Policy

This policy sets out your rights when you purchase The Heart from Waterheart I/S ("we", "us", "our") via waterheart.eu. It applies to all orders placed by consumers resident in the European Union or the European Economic Area.

1. Made-to-Order Products

Every unit of The Heart is manufactured exclusively upon receipt of your order. Production — 3D printing in stainless steel, heat treatment, surface finishing, and quality inspection — begins only after payment is confirmed. Each unit is produced to the specific pipe-size variant (DN15, DN20, or DN25) you selected at checkout.

Because The Heart is made to your specifications, it falls within the exemption provided by Article 16(c) of Directive 2011/83/EU on consumer rights. Before your order was placed, you expressly acknowledged this by ticking the mandatory consent checkbox at checkout, in accordance with Article 16(c) and Recital 49 of the Directive.

As a result, the 14-day right of withdrawal does not apply to orders for The Heart. Once production has begun, the order cannot be cancelled and the purchase price cannot be refunded on the basis of withdrawal alone.

2. Cancellation Before Production Begins

If you contact us within 24 hours of placing your order and production has not yet started, we will do our best to cancel the order and issue a full refund. Cancellation requests must be sent by email to info@waterheart.eu with your order number in the subject line. We cannot guarantee cancellation once production has commenced.

3. Legal Warranty — Defective Goods

Regardless of the withdrawal exclusion, you are entitled to a 2-year legal guarantee under EU Directive 2019/771 on the sale of goods (implemented in Denmark through Købeloven). This guarantee covers defects that exist at the time of delivery, including:

• Material defects — cracks, voids, or structural flaws in the stainless steel print
• Dimensional non-conformity — the product does not match the specified DN variant
• Surface finishing defects — inadequate heat treatment, polishing, or passivation
• Functional failure — the device does not perform as described under normal use conditions

If a defect becomes apparent within 12 months of delivery, it is presumed to have existed at the time of delivery and we will remedy it without charge, unless we can prove otherwise. Between months 13 and 24, you may need to demonstrate that the defect was present at delivery.

4. What We Will Do About a Defect

When a valid defect is confirmed, we will offer — at our discretion and in accordance with your preferences:

• Repair — remediation of the specific defect where technically feasible
• Replacement — a new unit of the same variant, at no cost to you
• Price reduction — a partial refund proportionate to the defect
• Full refund — where repair and replacement are not possible or have failed

Defects caused by normal wear and tear, improper installation, installation outside the specified operating conditions, mechanical damage after delivery, or unauthorised modification are not covered by the legal guarantee.

5. How to Report a Defect

To make a warranty claim, contact us as soon as you discover the defect and no later than two months after discovery. Send an email to info@waterheart.eu with:

• Your order number
• A clear description of the defect
• Photographs showing the defect from multiple angles
• The date you received the product and the date you first noticed the defect

We will acknowledge your claim within 3 business days and propose a resolution within 14 days. Where a physical inspection or return is required, we will arrange and cover return shipping costs.

6. Damaged in Transit

If your order arrives visibly damaged, please photograph the outer packaging and the product before accepting or unpacking further, then contact us at info@waterheart.eu within 48 hours of delivery. We will file a carrier claim and arrange a replacement at no cost to you.

7. Refund Processing

Where a refund is due, we will process it within 14 days of agreeing to the refund. Refunds are issued to the original payment method used at checkout. We do not charge any fee for processing refunds.

8. Contact

For any questions about this policy, to report a defect, or to request a cancellation:

• Email: info@waterheart.eu
• Phone: +45 41 29 02 27
• Post: Waterheart I/S, Skørpingevej 21, Skørpinge, 4673 Rødvig Stevns, Denmark

You also have the right to submit a complaint to the Danish Consumer Complaints Board (Forbrugerklagenævnet) or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr .