Last Updated on January 1, 2023
At Aqualanès, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you can request a refund or exchange of your items according to the following terms.
Refunds or Exchanges
We offer a 30-day money-back guarantee for purchases. To qualify for a refund of the purchase price, minus shipping and handling fees, the products must be returned by mail within 30 days of delivery. Please note that the original shipping and handling fees are non-refundable, and you are responsible for the shipping costs for returning the items. Additionally, if you return one or more items, and the total purchase price no longer qualifies for free shipping, the shipping and handling amount will be deducted from the refund.
If your purchase is returned and qualifies for an exchange, the exchange will be for the same value as the purchase price. Please be aware that for canceled orders after payment confirmation, a cancellation fee of $100 may apply.
We are not responsible for shipping and handling, customs, duties, taxes, or lost packages. In the case of lost packages, you must file a claim with your local carrier. Please inform us as we may be able to assist you with the claim. Refunds or exchanges are not possible if a dispute has been filed with your credit card company until the dispute is canceled or closed.
Sale, discounted, or clearance items are considered final sale and are non-refundable. Orders placed after 30 days have no claim for a refund or credit.
Items Damaged in Transit
In the event of a damaged item, we kindly request you to contact us within 4 days of the delivery date. Please provide evidence of the damage, such as photographs or videos, to support your claim.
Please note that, according to our terms and conditions, all claims for damages must be submitted within this time frame. We reserve the right to reject claims for which sufficient evidence has not been provided.
We will carefully review your complaint and promptly get in touch with you to find a suitable solution. Please understand that we may request additional information or documentation to further support your claim.
We appreciate your understanding and cooperation in this matter.
Product Information
Before making a purchase, please assess your actual needs and measure your own size since all product information and descriptions, including sizes, length, width, height, languages, colors, and plug types, are clearly indicated in all promotional materials. Any issues not related to the normal functioning of the products, such as sizes, length, width, height, languages, colors, and plug types, will not be accepted for a refund or return. Please ensure that you clearly understand the product information before making a purchase.
Requirements for Full Refunds
To qualify for a full refund of the purchase price, the product must:
- Be in a new (unaltered and unused) condition, just as when received.
- Have been received within 30 days of delivery.
- Be sealed in the original packaging and adequately packaged.
- Be returned to the return center address provided by customer service.
Return Procedure
To initiate the return process, please send an email to support.en@aqualanes.com, specifying your order number in the subject line to confirm the eligibility of your products for a refund or exchange. In your email, please provide details of the items you wish to return, your name, the email address associated with the purchase, your phone number, and a receipt or proof of purchase for us to contact you if needed. Once you have contacted us by email, pack your return items in the original packaging and include your delivery receipt with your order number. The products must be sealed in the original packaging and adequately packaged and sent to the provided return center address.
Delayed or Missing Refunds
If you have not received a refund yet, please check your bank statement. Then, contact your credit card company as it may take some time for the refund to be officially posted. Next, contact your bank as there may be a processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at support.en@aqualanes.com.
NOTE: This message contains information regarding the process of returning a product for a refund or exchange. To initiate the return process, the customer must contact the customer service team at support.en@aqualanes.com and provide their order number to request the return center address. The returned product must be in a new, unaltered, and unused condition and received within 30 days of delivery to qualify for a refund or exchange. If the customer has any questions or needs further information after the return, they can contact the customer service team.