Return and refund conditions

You have the right to cancel your order within 30 days without giving any reason. The deadline for cancelling an order is 30 days from the date on which you received the goods or a third party named by you, who is not the carrier, took possession of the goods. Our cancellation policy is valid for 30 days. If your purchase is more than 30 days old, we regret that we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition in which you received it. The item must also be in its original packaging. In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail to or by post to:

Visolva AG
Wiesentalstrasse 3
9425 Thal

The refund will be made no later than 30 days from the day on which we receive the returned goods. The refund will be made using the same payment method that you selected when placing the order. There are no fees for the refund. To finalise your return, we require a receipt or proof of purchase.

Return conditions:
Please ensure that the goods have the following characteristics to be eligible for return:

  • The item was purchased within the last 30 days.
  • The goods are in their original packaging.

The return of goods is excluded in the following cases:

  • For the delivery of goods made to customer specifications.
  • For the delivery of goods that are not suitable for return, e.g. perishable goods or goods whose expiry date has expired.
  • For the delivery of goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
  • In the case of delivery of goods which, due to their nature, have been inseparably mixed with other goods after delivery.

We reserve the right to refuse to accept the return of goods that do not fulfil the return conditions listed above or for which a return is excluded.

Return of goods:
In the event of a return of goods, you assume the costs and risk of the return. Please send the goods to the following address:

Visolva AG
Wiesentalstrasse 3
9425 Thal

We accept no liability for goods that are damaged or lost during return. We recommend that you use a postal service that offers insurance for the value of the goods and issues proof of dispatch. No refund can be made without actual receipt of the goods or proof of dispatch.

If the goods were labelled as a gift at the time of purchase and sent directly to you, you will receive a gift voucher for the value of the goods. The gift voucher will be sent to you as soon as the returned product has been received. If the goods were not labelled as a gift at the time of purchase or the gift giver has sent the order to themselves to give to you, we will send the refund to the gift giver.

Delayed or missing refunds (if applicable): 

  • If you have not yet received a refund, first check your bank account again.
  • Then contact your credit card company. It may take some time for your refund to be credited.
  • Next, contact your bank. There is often a processing time before a refund is credited to your account.
  • If you have done all this and still have not received a refund, please contact us at

Offer items (if applicable):
Refunds can only be made for regular priced items, unfortunately special offer items are excluded from refunds.

Exchange (if applicable):
Exchanges will only be granted for defective or damaged items.  If you wish to exchange an item for the same item, please send us an email to and return the item to us:

Visolva AG
Wiesentalstrasse 3
9425 Thal

The time it takes for the exchanged item to reach you may vary depending on your country of residence.

Contact us
If you have any questions about our return and refund policy, please email us at


Warranty conditions

The following voluntary 10-year guarantee (“guarantee”) applies in addition to the statutory liability for material defects and does not affect it. The rights arising from the statutory liability for material defects can be exercised free of charge and independently of this guarantee. They are not restricted by this guarantee.

The guarantee is granted by Visolva AG, Wiesentalstrasse 3, 9425 Thal (“Visolva”).

§ 1. the guarantee exclusively covers the following products (guarantee product):
Visolva Flow, cleanable siphon with chrome lid

§ 2. the guarantee begins with the purchase and full payment to Visolva and ends after 10 years from the date of purchase.

§ 3 Visolva guarantees that the products according to § 1 are free from material and production defects.

Should such a defect occur within the warranty period, the warranty includes the free delivery of a replacement product. If the guarantee product in question is no longer available at the time the guarantee claim is asserted, it will be replaced by a product of at least the same type, quality and grade; the right to make design changes is reserved. If no comparable and equivalent replacement product is available, the purchase price will be refunded. In this respect, the end customer shall bear the costs for the removal of the defective warranty product and installation of the replacement product as well as any subsequent costs (e.g. for the disposal of the defective warranty product and further remodelling or renovation measures).

For clarification: Normal surface wear of the chrome cover and water inlet area of the S-shaped insert over time (e.g. soiling, deposits) or other normal wear and tear do not constitute a warranty claim under this warranty, unless this is due to a material and production defect.

§ 4. the end customer shall have no further claims against Visolva under this warranty.

§ 5 Claims under this guarantee are only valid under the following conditions:

a) The warranty product has been installed and commissioned by a specialised sanitary company based in Switzerland, Germany, Austria.
b) No changes have been made to the guarantee product, in particular no parts have been removed, replaced or additional installations made.
c) The defect in the warranty product was not caused by its improper installation or improper use or by inadequate cleaning, care, repair or maintenance.

§ 6. a written notification to Visolva via the contact information provided on the Visolva website is sufficient to assert the rights arising from this guarantee. The following information must be included in the notification as a minimum:

a) Name and address of the customer who purchased the warranty product
b) Model designation of the warranty product
c) Information on material or production defects of the warranty product (if necessary, documented by photographs).

If necessary, Visolva will request further information and documents from the end customer to verify the warranty claim.

§ 7. the guarantee only applies to consumers with residence or habitual abode in Germany, Austria, Switzerland. A consumer is any person who enters into a legal transaction for purposes that are predominantly outside his trade, business or profession.

§ 8. the warranty only applies to warranty products installed in Germany, Austria and Switzerland.

§ 9. the rights arising from this guarantee are neither transferable nor inheritable. The warranty expires upon transfer or loss of ownership of the warranty product or after 10 years from the date of purchase.

§ 10. the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.

§ 11. the exclusive place of jurisdiction for all disputes arising from the guarantee relationship is the registered office of

Visolva AG
Wiesentalstrasse 3
9425 Thal