Refund policy
30-Day Return Policy
We want you to be confident in your Aquavai purchase.
Aquavai offers a 30-day return period. You have 30 days from the date your order is delivered to request an eligible return.
This policy is in addition to any rights or remedies available to you under applicable consumer protection laws.
Return Eligibility
To be eligible for a standard return, your product must be:
- Unused;
- Uninstalled;
- In new and resalable condition;
- In its original packaging; and
- Complete with all originally included components, accessories, documentation, and packaging.
For hygiene and safety reasons, Aquavai shower heads, filters, and other water-contact products that have been installed, used, or exposed to water are not eligible for a standard change-of-mind return.
This hygiene restriction does not affect your rights if a product is defective, damaged, incorrectly supplied, or otherwise subject to rights or remedies under applicable law.
Customers are responsible for return shipping costs for standard change-of-mind returns.
How to Request a Return
To request a return, contact us at:
info@aquavai.com
Please include:
- Your name;
- Your order number;
- The product you wish to return;
- The reason for the return; and
- Clear photographs showing the product and its condition.
Return requests must be submitted within 30 days of delivery.
If your return is accepted, we will provide the appropriate return shipping address and return instructions.
Please securely package the product to prevent damage during return transportation.
Do not send a product back without first receiving return authorization and return instructions from Aquavai. Unauthorized returns may not be accepted or may experience significant processing delays.
Orders That Have Already Shipped
Once an order has entered fulfillment or has been transferred to the shipping carrier, we may be unable to cancel or redirect it.
If you no longer want an order after it has shipped, you may request an eligible return after receiving it in accordance with this Return & Refund Policy.
Nothing in this provision limits cancellation rights that may apply under applicable consumer protection law.
Damaged, Defective or Incorrect Products
Please inspect your Aquavai order promptly after delivery.
If your product arrives damaged, appears defective, or you receive an incorrect product, contact us as soon as reasonably possible at info@aquavai.com.
Please include your order number, a description of the issue, and photographs or video where appropriate so that we can evaluate the problem.
If we determine that a product was damaged in transit, defective, or incorrectly supplied, we will work with you to provide an appropriate resolution, which may include replacement, repair, refund, or another remedy as appropriate.
Where Aquavai is responsible for the issue, we will not require you to pay return shipping costs where doing so would be inconsistent with applicable law or the resolution we provide.
Hygiene and Safety Restrictions
Aquavai shower heads, replacement filters, filtration components, and other products that come into contact with water are hygiene-sensitive products.
For health and safety reasons, we generally cannot accept a standard change-of-mind return once these products have:
- Been installed;
- Been used;
- Had water passed through them;
- Been filled or saturated; or
- Otherwise been used in a manner that makes them unsuitable for resale as new.
Opening packaging solely to inspect an otherwise unused product does not automatically make the product ineligible for return, provided the product remains unused, uninstalled, complete, undamaged, and suitable for resale.
This restriction does not apply where a customer is exercising rights relating to a defective, damaged, misrepresented, or incorrectly supplied product that cannot lawfully be excluded.
Non-Returnable Items
The following items are generally not eligible for standard change-of-mind returns:
- Used or installed shower heads;
- Used or water-exposed filters;
- Opened consumable filtration components that cannot reasonably be resold for hygiene reasons;
- Gift cards; and
- Products specifically identified as final sale at the time of purchase, where permitted by law.
Return Shipping Costs
For standard change-of-mind returns, the customer is responsible for the cost of returning the product to the return location provided by Aquavai.
Original shipping charges are generally non-refundable for change-of-mind returns except where required by law.
If additional costs are incurred because of an international return, including customs charges, brokerage charges, duties, or import-related fees, those amounts may be deducted from the refund where permitted by law and where Aquavai is not responsible for the reason for the return.
If the return results from an Aquavai error, defective product, incorrect product, or damage for which Aquavai is responsible, different return-shipping arrangements may apply.
Restocking Fee
Aquavai does not charge a restocking fee for eligible returns.
Exchanges
We do not generally process direct exchanges.
The fastest way to obtain a different Aquavai product is to request a return of the eligible product you currently have and, once the return has been accepted, place a separate order for the desired product.
If you received an incorrect or defective product, contact us before placing another order so we can determine the appropriate resolution.
Refunds
Once your returned product is received, we will inspect it and notify you whether your refund has been approved.
For an eligible return, the refund will generally be issued to the original payment method within 10 business days after the returned product has been received and approved.
Your bank, credit-card issuer, or payment provider may require additional time to process and post the refund after Aquavai has issued it.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, contact us at:
info@aquavai.com
Refund Amount
Approved change-of-mind returns will be refunded for the eligible product purchase price, subject to any deductions permitted under this policy or applicable law.
Return shipping costs, original shipping charges, customs charges, duties, brokerage fees, and similar expenses may be non-refundable or deducted from the refund where permitted by applicable law and where Aquavai is not responsible for the reason for the return.
Any promotional discounts applied to the original purchase will be reflected in the amount refunded.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any guarantee, warranty, right, or remedy that cannot legally be excluded, restricted, or modified under applicable consumer protection legislation.
Where applicable law provides you with rights that are more favourable than this voluntary return policy, those statutory rights will apply.
Need Help?
For questions regarding returns, refunds, damaged products, or your Aquavai order, please contact us:
Aquavai
Email: info@aquavai.com
Business Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time
We aim to respond to customer inquiries within 24 hours on business days.