Excellent service

In summary: > The product itself is excellent. > Saniweb’s customer service is not. They showed no flexibility, gave inaccurate guidance, and prioritised selling us another product rather than helping us find a solution. > We won’t be trusting Saniweb again – especially not for Quooker products. We are renovating our kitchen and ordered a Quooker Combi Plus from Saniweb. Delivery was fast, and the product arrived in excellent condition. Unfortunately, we later realised that we only needed the Combi boiler as we opened the package a few weeks into the renovation, when we needed to install the boiler. We contacted Saniweb 35 days after purchase – just a few days outside their 30-day return window – to ask for an exchange. The product had never been installed or used, was still in its original packaging (with all protective wrapping intact), and only had some dust. We explained this clearly and asked if we could swap it for the Combi, which costs the same. Saniweb refused. They said it could not be returned because it was outside the 30 days and because of dust – which is a weak justification given the item was unused, undamaged, and in perfect condition. On top of that, they incorrectly told us the Combi Plus could not be adapted for use as a Combi, and their only “solution” was for us to buy another boiler (approximately € 800). This was very disappointing, as we were simply trying to work with them in good faith. We then contacted Quooker directly, and their technical team immediately confirmed that the Combi Plus can indeed be used as a Combi with just a small adjustment. No new purchase was necessary. In other words, Saniweb not only refused a reasonable return but also gave us wrong technical advice – advice that, if followed, would have cost us hundreds of euros unnecessarily.