Returns Policy

Return & Replacement Policy

At PASSARELLES, we are committed to delivering products of exceptional quality that are crafted with meticulous attention to detail. Due to the superior build quality of our gangways and the high shipping costs associated with their size and weight, please proceed to a return only for serious reasons.

1. Right of Withdrawal (EU Consumers)

In accordance with EU Directive 2011/83/EU, if you are a consumer within the European Union, you have the right to withdraw from your purchase within 14 calendar days from the date of receipt of the product.

To exercise your right of withdrawal, please contact us in writing (by email) before the deadline expires. The product must be returned in its original condition, unused and in its original packaging. Return shipping costs are the responsibility of the buyer, unless the product is defective or damaged.

Refunds will be processed within 14 days of receiving the returned product, using the same payment method used at the time of purchase.

2. Products Damaged or Defective Upon Delivery

All our products are carefully inspected before dispatch. However, if you receive a product that has been damaged in transit or presents a manufacturing defect:

Notify us within 48 hours of receipt by email at passarelles.com@gmail.com
Attach photographs of the damage and the packaging
Retain the product and packaging for possible inspection by the carrier

In such cases, we will prioritise replacement of the product at no additional cost. If replacement is not possible (e.g. out of stock), we will proceed with a full refund, in accordance with EU Directive 2019/771/EU.

3. Conformity Guarantee

In accordance with EU Directive 2019/771/EU, all products are covered by a 2-year conformity guarantee from the date of delivery. In the event of a defect within this period, you are entitled to repair or replacement, and where this is not feasible, to a price reduction or full refund.