Refund policy
Return & Refund Policy
We accept returns within 30 days of receiving your order, but only under specific conditions outlined below.
Eligibility
To be eligible for a return:
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The item must be unused, with all original packaging, including any protective foam or cushioning materials.
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Items that have been used, filled with water, or altered in any way are not eligible for return.
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You must provide proof of purchase.
Returns sent back without prior approval will not be accepted.
Damages & Shipping Issues
If your item was damaged during shipping:
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Please contact us immediately at info@wwwaqua.ca with photos of the damage and packaging.
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In most cases, we will either offer compensation or send a replacement, depending on stock and damage level.
How to Start a Return
To start a return, contact us at info@wwwaqua.ca.
Please do not ship back items without confirmation from our support team.
Non-Returnable Items
We do not accept returns on:
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Any item that has been used with water
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Custom-made or personalized products
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Sale items or gift cards
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Items returned without original internal packaging (e.g., foam inserts)
Exchanges
We currently do not support exchanges. If you wish to replace an item, please initiate a return and place a new order once approved.
Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds are processed to your original payment method within 10 business days.
Please allow additional time for your bank to process the transaction.
If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us.