Returns

Returns

We hope that for anyone buying any of our products it will be a case of ‘love at first sight’.  If, however, you are not completely satisfied with your purchase, you can return the item to us within 14 days of receipt in its original condition, unworn, unwashed, and undamaged.

Only items purchased directly from www.aquales.com will be accepted.  For products purchased from authorized retailers, please get in touch with them directly for returns.

You must send a returned item in original packaging and box, with wrapping plastic bag, tissue paper, hangtag and barcode label.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without original invoices may be refused.  Aquales reserves the right to deny any return.

Return Process

To start the return process, please contact our customer support team at support@aquales.com and include in your email the following information:

  • Order number
  • Copy of the original invoice
  • Reasons for the return
  • Request for refund or replacement
  • Video or photo of the defective product (if applicable)
  • Complete delivery address
  • Contact telephone number and email address

 

Refund

Processed refunds are completed within 10 business days after we receive the returned product.  We encourage you to send the product back to us via prepaid courier or speed post to enable tracking of your parcel, as we are not responsible for missing packages and do not accept parcels that require our payment of shipping charge.  Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)

For returned items, a full refund will be credited for defective products.  For non-defective items, refund excludes a return fee of USD10 for Hong Kong and USD20 for all Countries outside of Hong Kong including China and Macau.

Replacement

We are unable to process product exchange at this time.  The quickest and best way for you to get a replacement is to place a new order for the product you would like to exchange and go through the return process at the same time.

Cancelling Orders

Items already shipped are not reversible.  Please go through the return process for refund.

To check the status of your order, please log-in to your Aquales account or contact our customer support team.

Have more questions?