FAQs
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Products in general
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My order
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Payment
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Shipping & returns
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Guarantee & Warranty
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General
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Above ground pools
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Steel wall pools
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Whirlpools
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Pool ladders
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Covers
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Solar showers
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Thermometer
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Poolfolien
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Filter systems
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Salt systems
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Pipes & hoses
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Filter unit accessories
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Pool robots
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Water care
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Manuelle Poolreinigung
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Air beds
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Sand filter systems
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Heat pumps
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Solar
Products in general
My order
As your order is automatically processed and made ready for dispatch, it is unfortunately no longer possible to change or cancel it. Unfortunately, it is also no longer possible to change the billing or delivery address. Please check your order carefully before clicking on "Order with obligation to pay". However, you can exercise your right of withdrawal at any time and refuse to accept the package or return it to us within 14 days.
To receive the relevant payment information from Unzer, please contact Unzer's customer service. Only they can change your email address accordingly. Unfortunately, we, Steinbach International GmbH, have no possibility to change the address at Unzer.
As your order is automatically processed and made ready for dispatch, it is unfortunately no longer possible to change or cancel it. Unfortunately, it is also no longer possible to change the billing or delivery address. Please check your order carefully before clicking on "Order with obligation to pay". Please contact us via our contact form to possibly apply changes.
For ecological reasons, we do not print the invoice and enclose it with the package. The package therefore does not include a printed invoice as standard. After the goods have been dispatched, we send the invoice by e-mail to the e-mail address used in the webshop. Customers who have their own customer account in the webshop can also call up the invoice from their customer account at any time.
In order to be able to differentiate between INTEX and Steinbach articles internally, we put a 1 in front of INTEX article numbers (Steinbach articles begin with 0). The parts are still identical to those in your instructions.
Payment
After completing your order, you will receive the associated invoice information by mail. Please use only the bank data and payment references specified on the invoice.
The payments from Unzer are read automatically and can therefore only be assigned with the correct payment reference and amount. If these do not match, it is possible that the amount will be transferred back. If you have any questions about this, please contact Unzer's customer service directly.
Please contact the Unzer customer service. It may be that your payment was not processed correctly. There may simply have been an overlap between your payment and the issuance of the reminder.
Shipping & returns
We currently deliver parcels exclusively via GLS. Pallet shipments are delivered in Austria via the freight forwarder Bexity and in Germany via the freight forwarder Schenker.
An automatic tracking link will be sent by email after the goods have been dispatched. We try to dispatch your goods as quickly as possible, but we ask for your understanding that there may be delays, especially during the high season. If your order includes a polystyrene pool, there may be waiting times of up to 6-8 weeks, as the pool liners are specially tailored to the customer's wishes and are therefore a personalised product.
You have received a tracking link from the shipping company, open it. If you receive your goods from the forwarding company Bexity, enter your reference number in the necessary field for tracking the shipment. The reference number was either sent to you by e-mail or you can also find it in the link sent to you under the parameter "refnum=". Then click on the "Status abrufen" button and the shipment tracking will open after you have requested your postal code.
Within the legal right of withdrawal, you can return the goods free of charge. If you have a customer account in the webshop, please register the return via your customer account. To do this, you can select the order in your customer account and select the "Returns" field under "Actions". You can select the items you would like to return and will receive a GLS label by e-mail after completion. This e-mail also contains a description of how to proceed. If you do not have a customer account in the webshop, please register your return using this link. Please have the following information ready: Order number (You received this by e-mail after completing your order. It is a 10-digit alphanumeric value beginning with W.), invoice Surname (the surname with which the order was originally placed/the surname of the invoice recipient) and e-mail address (the e-mail address with which the order was originally placed).
Please note that the processing of the return may take some time. You can track when the goods have arrived at our house via the GLS tracking link. Please allow around 7 working days for the goods to be processed by us and for the goods to be recorded. After the return has been successfully checked, your money will be refunded via the original payment method. You will receive an email shortly after the return has been recorded with the corresponding credit, which will be transferred back accordingly.
Please submit your complaint via the contact form, and our staff will attend to your request as soon as possible.
Please submit your complaint via the contact form, and our staff will attend to your request as soon as possible.
Guarantee & Warranty
General
Above ground pools
If the weld seam of a pool liner opens, this is a manufacturing defect. In diesem Fall wird die Poolfolie innerhalb des Garantiezeitraums ausgetauscht. Please refer to the warranty information in the operating instructions and send your request to our Helpdesk.
Steel wall pools
Whirlpools
Do not expose the spa to direct sunlight for a long period of time. Please check the air pressure and release some air if necessary. This procedure is very important, especially in hot weather, to avoid damage!
Switch off and unplug the control unit. Make sure that the cover grille of the filter cartridge unit is clean and free of obstructions. Clean or replace the filter cartridge, see section Maintenance and storage. Make sure that the inlet and outlet connections on the whirlpool and filter pump are not blocked. Ensure that the whirlpool water is properly disinfected to keep the filter cartridge clean and not clogged.
If the ambient temperature is below 4ºC, we recommend not using the whirlpool. Switch off and unplug the control unit. Add some warm water to raise the water temperature of the whirlpool to over 5°C (41°F). Then press the button to heat the water to the desired temperature.
Switch off and unplug the control unit. When the water has cooled down, turn on the FI and restart everything. Turn off the heating. Then press the Filter and Bubble buttons to lower the water temperature.
Switch off and unplug the control unit. Turn on the FI again and restart everything.
The unit needs to be checked/repaired.
The unit needs to be checked/repaired.
Press the water filter button to activate the filter pump again. After 72 hours of continuous heating operation, the pump automatically switches to idle mode. The quick heating and water filtration functions are deactivated.
Remove the electrolytic storage cell for inspection and cleaning if necessary. Use salinity test strips to check the value of the water. Add salt. See “Salinity Information”. Make sure the cell's cable is securely plugged into the socket. Replace the memory cell if necessary.
If the salt content is too high, drain some of the pool water and fill it up with fresh water. Remove the electrolytic storage cell for inspection and cleaning if necessary. Use salinity test strips to check the value of the water. If the salt content is too high, drain some of the pool water and fill it up with fresh water. Make sure the cell's cable is securely plugged into the socket. If necessary, replace the memory cell.
Make sure that the air valve cap is tightly closed. Fill the spa with air, then make sure the air valve base is tightened properly, please refer to chapter "Spa air valve attachment". Wrinkles occur during storage or when the spa is folded. Very often the whirlpool is stored in colder rooms (e.g. cellar compartment, etc.). When the tub is inflated for the first time, the material requires a certain period of time to expand or to adapt to the ambient temperature. Therefore, the pool must be re-inflated several times when it is used for the first time. Spray some soapy water on the suspicious spot, if there is a crack or hole, bubbles will form at this spot. After you have been able to locate the leak, clean and dry the spot carefully and repair it with the repair kit provided.
Check the pressure relief valve for leaks. Whirlpools from 2018 have a pressure relief valve. It is possible that the pressure relief valve does not seal due to dirt particles and does not close properly. As a result, air can escape there. Open the cap, unscrew the pressure relief valve with the wrench (included in the scope of delivery) and remove it, check it for dirt particles. Check the pressure spring and seal for accuracy of fit, carry out steps 1+2 in reverse order.
Tighten the inlet and outlet connections. Cover the O-ring with Vaseline to make it watertight. Remove the grille inside the spa with a screwdriver, make sure the inlet/outlet O-ring is in place, cleaned and not broken. Check the connections for cracks. Replace the defective parts if necessary.
Plug the control unit directly into a socket and do not use extension cables or distributors. Check your house wiring for overload, the socket may have a defect. Contact a qualified electrician. Reset the residual current circuit breaker.
Make sure that the SPA is plugged in and turned on and that the control panel power plug is securely attached to the control unit. Check the power source and reset the FI switch.
Pool ladders
Please remove the ladder after each use. An incorrectly adjusted pH value or a too high chlorine value can cause rust to form in a very short time. If you operate your pool with salt water, you will need a zinc plate, which is used for equipotential bonding for ladders in connection with salt water systems. Salt water and salt water vapours can otherwise cause the material to rust.
The maximum load weight must not be exceeded.
No, they merely provide additional protection around the pool and can be used to be set under a pool ladder for example.
If the zinc plate has already attracted a lot of rust particles, we recommend replacing it. It is recommended to replace the zinc plate every season.
An incorrectly adjusted pH value or too high a chlorine value can cause the rusting in a very short time.
Covers
Small holes can be repaired with a transparent UV-resistant and self-adhesive foil.
For easier differentiation, as these covers have certain oversizes. Both are black on the underside.
This has a light-reducing effect (as light supports algae growth).
90% of the water heat escapes through the water surface. The use of solar covers significantly reduces this heat loss.
Cover tarpaulins cover the pool 100 %. This also means that there is no pollution in the water. No pollution means less chemical consumption. By reducing evaporation, cooling of the pool water is also massively reduced.
Solar showers
Thermometer
Open the housing of the outstation and make sure that the display screen is correctly inserted and the housing of the outstation is correctly closed.
The battery of your outdoor station could be empty, the signal of the outdoor station is not received, the outdoor station is too far away from the indoor station, or the wrong radio channel is set on the indoor station.
Poolfolien
Filter systems
Salt systems
No, the salt system must NOT be positioned in a technical shaft, as the high humidity can interfere with its function.
Pipes & hoses
This can sometimes happen due to production reasons; please refer to our notes in the operating instructions. Weak dripping is best eliminated by wrapping Teflon tape over the affected connections.
It is best to use our 2" double nipples (art.no. 062085). Please note that you also need flat gaskets for sealing (art.no. 0409331).
Filter unit accessories
For safety reasons, the external timer must first be connected and then the lid screwed on. As a result, the safety switch is released.Otherwise, the safety switch integrated in the screwed lid prevents the lamp from supplying power to the external timer.Please note: Every time the lamp is disconnected from the power supply, wait 2-3 minutes for the safety switch to release the power supply again.
Only then can the lamp be reactivated by turning the lid open and closed.
Pool robots
Water care
Die nachfolgende Grafik soll Ihnen helfen die Idealwerte des Poolwassers einstellen zu können.
Manuelle Poolreinigung
The red LED indicator always lights up as soon as the charger is connected. It never stops glowing during the charging process. The unit is fully charged after 8-10 hours. Since model 2020, the LED changes from red to green when fully charged.
Please note that the underwater handheld vacuum only works under water. A test without water is not possible.
Air beds
Sand filter systems
Heat pumps
Solar
Included in the delivery is a lugged 38 mm hose with a length of 100cm, with which you can easily make the connection.
Up to 6 mats - please refer to the instruction manual for more detailed information.