FAQs

Reset your password by clicking here. Enter your email address and you will receive an email with a link to create a new password.

It is not possible to modify your personal data or addresses directly from Fluidra PRO. If you need to add or modify data and addresses, please contact Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023). Once modified and synchronised, you will be able to see your new details in your private area.

Contact Customer Services and request the cancellation of your account (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023).

In "My Account" you will find the section "My invoices", where you will see them all by number or date. You will also have the option to download them, individually or multiple.

Yes, in "My Account" you will find all the information about your purchases made at Fluidra, regardless of the channel through which you have made them. All the information is available in the sections "My invoices" and "My orders".

You can fill in the form below to create an account. Please enter your details so that our team can review your application. Within 24-48 hours you will receive a welcome email from Fluidra PRO to create your own password.

If you are a pool professional and you are not yet a Fluidra customer, you can fill in this registration form. Once our team has reviewed the data provided, they will contact you. You can also apply for registration by contacting our Customer Service department directly (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023).

Professional customers in the pool sector who are customers of the Fluidra Group can buy from Fluidra PRO. If you are a professional in the sector and you are not yet a Fluidra customer, you can apply for registration by filling in this form.

You can only modify or cancel an order if it has not yet left the warehouse. You can do this by contacting our Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023) and indicating the order number so that they can make the changes.

Shopping at Fluidra PRO is easy! Once you have logged in, browse the catalogue and find all the products available online. If you know the reference, enter it in the search engine to go directly to the product you are interested in. Then you only have to select the units you need and add it to the shopping cart. Right there you will find the button to process the order.

Go to "My Account" and look for the section "My orders". Here you will find all the orders you have placed and their status (sales status, quantity reserved and quantity delivered).

In "My Account" you will find the sections "My Orders" and "My Delivery notes" where you have all the information about the status of your orders and their tracking.

On the top right hand side of the website you will see a cart with the units added; click on the icon and click on "Go to shopping basket" to see the details of the products added.

Inside the cart, in the detail of each product, you will find a selector to modify the units ordered. You can always leave the cart page and continue adding new references from the product page.

If you cannot find a product in Fluidra PRO send us an email to administration@fluidrabalkans.com and we will inform you. It is possible that you do not see a product because it has not yet been registered online or some type of configuration is missing. Our team will manage the request so that, if applicable, the product is displayed online as soon as possible.

You will always find in the product detail its availability, both in the central warehouse and in your assigned PRO Center. If the warehouse is red, the product is temporarily out of stock, but you will be able to buy it and it will be delivered as soon as it is back in stock. If the warehouse is green, it will indicate the exact units of the product available. All products are distributed from the central warehouse, the stock information of your assigned PRO Center is merely informative in case you need to buy the product directly in the delegation.

Once the order is completed you will receive 2 e-mails:

• The first one to inform you that the order has entered our system.
• The second when the order has been processed

If you have not received the second email within 24 hours, please contact our Customer Service department (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023) to find out if there has been a problem with your order or if it has been processed correctly.

To manage an exchange or return of one or more products in your order, you must contact our Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023) to help you manage it.

Once the exchange or return has been arranged with the Customer Service Department, they will inform you about the refund or exchange terms. You can contact them again  by writing to administration@fluidrabalkans.com or by calling +359 32 950 023.

The most effective option is to contact our Customer Service directly, by writing to administration@fluidrabalkans.com or by calling +359 32 950 023, so that they can tell you how to solve the problem.

To speed up the purchase of recurring products, in your private area you will find "My order lines". Here you will see all the order lines you have placed and thanks to the filters, you can search by order number, product code and date. You can select all the lines you are interested in and download them in a .csv file.

If you need to place large orders quickly, you can do it through the "Order by SKU" functionality. You have 3 ways to enter the product reference:

• Manual: adding one by one the product reference and the units you need.
• Multiple: adding all references followed by a comma and the number of units you need

Uploading a .csv file: where you indicate in the same column the product reference followed by a comma and the units you need. If you have doubts about this process you can download this template to upload a .csv file.

You can create a quote for a customer from the Fluidra PRO platform. In your private area, you will find "My quotes". There you will find the option "Create quote". Then you will have to fill in the customer's details and add the products using the search engine. Remember that for each product you will have to add the margin percentage and the corresponding VAT. Once you have done this, you can add other items such as installation or a discount. That's it! You can save and print your quote to send it to the customer. Once accepted, you will only have to enter it again and add it to the cart to place the order.

Your commercial and payment conditions are the same as for your purchases outside the online shop with Fluidra Balkans.

The methods of payment will be those agreed in your terms and conditions and will appear automatically when you place your order.

No, you will always see your personalized price without VAT. This will appear in the shopping cart and when placing the order, the last screen before completing the purchase.

Transport costs are allocated according to your terms of business with the Fluidra Group. When you place an order, the shipping costs are automatically assigned depending on the delivery address and the type of product. If the order includes some products that due to their characteristics are considered "special", the order will enter without shipping cost and it will be the customer service team who will add the corresponding charge. You can always see this information in the "My orders" section.

The delivery method is Standard and delivery times depend on the availability of stock and the delivery address. Once you have placed your order, you will be able to check the forecast and delivery date in the section "My orders".

We ship our orders to Bulgaria and Romania.

In your private area you have the "Address book" section available, where you will see your billing address, the address of your assigned branch and all the delivery addresses you have registered as a customer. Remember that if you need to add or modify data and addresses, you must contact Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023). Once modified and synchronized, you will be able to see your new details in your private area.

Yes, you can change the delivery address of your order by contacting Customer Services (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023).

Yes, when you place your order you have the option to choose from your existing addresses or add a new address by filling in the delivery address details on the form before confirming your order.

Yes, when you have added your products to the shopping cart and you are processing the order, you can choose between the options "Shipping" or "Collection at a branch". If you select the option "Collection at a branch", the information of the PRO Center you have been assigned will be loaded, where the goods will be sent. In addition, you will receive a notification when it is available for collection.

No, the order can only be picked up at your assigned PRO Center. If you need to be assigned a new Pro Center, or this need will be recurrent, please contact Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023).

Your customer data is confidential and is stored in Fluidra's eCommerce database, which cannot be accessed by any member of the Fluidra group companies. You can check the conditions of use of this website for more details.

In the top menu bar is the section "Delegations" where you will find the opening hours and address of each PRO Centre.

Yes, in the section "Delegations" you will find the contact details of each PRO Center.

At the PRO Center, in addition to self-service, we offer advice, management of orders without stock in the shop, management of returns and collection for repairs. You will also find an exhibition area with new products and promotions, a coffee area for our customers and, if necessary, training courses for pool professionals.

Our Customer Service will help you with your queries, incidents or orders. You can write to administration@fluidrabalkans.com or call +359 32 950 023.