Refund policy
Refunds & Returns Policy
This Refunds & Returns Policy (“Policy”) applies to all purchases made through Aquavra (“we,” “our,” “us”) and forms part of our Terms and Conditions of Sale. By placing an order with Aquavra, you agree to the terms set out below.
Eligibility for Returns
Products may be eligible for return or replacement under the following circumstances:
- The product is defective or not functioning as intended.
- The product has been damaged in transit.
- An incorrect product was delivered.
Products shall not be eligible for return under the following circumstances:
- The return request is submitted after 14 calendar days from the date of delivery, unless otherwise required by applicable law.
- The product has been used, damaged, or altered by the customer.
- The return is requested on the basis of buyer’s remorse, change of mind, or incorrect selection by the customer.
Digital Products
Due to the nature of digital content, all sales of digital products are final. Once access has been provided or a file has been delivered, no cancellations, exchanges, or refunds will be granted.
In compliance with European Union and United Kingdom consumer laws, digital products are exempt from the right of withdrawal once the customer has expressly consented to immediate access and acknowledged the loss of withdrawal rights.
Should you encounter a technical issue preventing access to your digital product, you must notify Aquavra within 7 days of purchase, and we will provide reasonable assistance to resolve the issue.
International Right of Withdrawal (EU/UK Customers)
For customers residing in the European Union or United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving your order without giving any reason, subject to the following exceptions:
- Digital products where access has already been granted.
- Customized or personalized products.
- Perishable goods.
To exercise this right, you must notify us in writing within the 14-day period. Refunds will be processed in accordance with applicable consumer protection laws.
Warranty Period
In accordance with applicable consumer protection legislation, defective goods are covered by a six-month warranty period from the date of delivery, during which the customer may request repair, replacement, or refund, subject to verification of the defect.
Return Procedure
Customers must first submit a written request to info@aquavra.com, including the following information:
- Order number;
- Full name and contact details;
- Description of the issue;
- Supporting evidence such as photographs or video (where applicable).
No returns will be accepted without prior written authorization from Aquavra.
Once a return is approved, Aquavra will provide instructions regarding the return shipping process. Products must be returned in their original packaging, together with all accessories and documentation.
Shipping Costs
Where the return is due to a defective, damaged, or incorrect product supplied by Aquavra, we will bear the cost of return shipping.
Where the return is for any other reason not attributable to Aquavra, the customer shall be responsible for the cost of return shipping. Original shipping fees, customs duties, and import taxes (where applicable) are non-refundable.
Processing of Refunds
Refunds, where applicable, will be processed within 10 business days of receipt and inspection of the returned product.
All refunds will be made using the original method of payment, unless otherwise agreed in writing.
Aquavra reserves the right to refuse a refund if the returned product is found not to comply with the terms of this Policy.
North America Disclaimer
This Refunds & Returns Policy is designed to comply with applicable consumer protection laws globally. Some U.S. states or Canadian provinces may provide additional rights or remedies which cannot be waived. Where such laws apply, your statutory rights are unaffected.