Tell him that it is very rare for the ecosphere to arrive broken. All the ecospheres are packed with anti-shock protection systems and are sent with first class courier companies.
However, if there is a case of breakage in the delivery, the way to proceed is to inform us immediately by clicking here indicating the full name, model, reason and serial number (Lower part of the glass).
Then we will contact you to tell you how to replenish your Ecosphere.
We regret what has happened to your Ecosphere and we remind you that the replacement guarantee is not valid in the event that the light or temperature limits have been exceeded, or in the event that the glass is broken or cracked (except when said breakage is produced during the shipment of your Ecosphere to your home). On the other hand, the death of any living being (whether animal or plant) can respond to very diverse causes that are often difficult to control in advance or define from a distance. For this reason, traditionally no guarantee is provided or returns are accepted in the purchase and sale of animals or plants by businesses that distribute living beings.
Having said this, we confirm that the replacement guarantee of the Ecospheres begins with the shipment of the same to the client and therefore your Ecosphere is in the replacement guarantee period. We are sorry for what has happened to your Ecosphere. Following the instructions of the product replacement guarantee, to receive your new Ecosphere, you must inform us immediately by clicking here indicating full name, model and reason for serial number (Bottom of the glass).
Then we will contact you to tell you how to send us the dead ecosphere.
It must be sent as fragile and well-packaged merchandise, because the laboratory only accepts replacements on Ecospheres that are received at the laboratory in good condition (they cannot arrive broken at the laboratory, nor will replacements be accepted on ecospheres that we have not received). Do not forget to send us the guarantee form filled out by you with the required information, as well as the proof of payment of the shipping costs and a document that shows the date of acquisition of your Ecosphere (it can be an invoice, the delivery e-mail, ticket, delivery note, etc...).
We are sorry to inform you that we are an online sales company, so we do not have a physical customer service apart from the Internet service. On the other hand, as indicated in the Ecosphere replacement guarantee, it is necessary for the production laboratory to review the dead Ecosphere so that it can be replaced. For this reason, the delivery of a replacement Ecosphere at the moment you deliver your dead Ecosphere is not instantaneous. Following the instructions in the product replacement guarantee, in order to receive your new Ecosphere, you must send in the dead Ecosphere. Consult the Warranty section for more information or how to replace your Ecosphere.
The manuals are produced centrally in Germany for various countries, so it is not mentioned as it depends on the current and specific conditions of each country in question.
In this regard you can find information about the warranty on our website, Warranty section.