Return Policy

Our return policy is designed to provide a straightforward and dependable experience while ensuring that customers feel confident about their purchases. We offer a return period of 30 days, starting from the date the delivery is confirmed by the shipping carrier. Within this timeframe, customers may request a return if the product does not meet their expectations. To be eligible, items must remain in unused condition and show no signs of wear, damage, washing, or alteration. All original packaging components, including tags, labels, seals, and protective materials, must be preserved. Products should be carefully repacked using the original packaging materials such as boxes and inserts to ensure they are returned in proper condition. A valid proof of purchase, such as an order confirmation or receipt, is required to complete the return process.

To initiate a return, customers should contact our support team by email at Aquaphorus@outlook.com or by phone at (805)664-1758. Once a request is submitted, it will be reviewed to confirm that it meets the return requirements. If approved, a prepaid return shipping label and detailed return instructions will be provided. It is important to follow these instructions and use the authorized shipping label, as this helps ensure proper tracking and avoids unnecessary delays. Returns sent without prior approval or through unapproved shipping methods may encounter processing issues or delays. Our support team remains available to guide customers through each step of the process and provide assistance whenever needed.

Customers are encouraged to check their orders immediately after delivery. Early inspection allows any issues, such as shipping damage, product defects, or incorrect items, to be identified and reported promptly. Addressing concerns early helps us respond more efficiently and offer appropriate solutions, which may include a refund, replacement, or exchange. Delayed reporting may make it more difficult to assess the condition of the item or verify the circumstances surrounding the delivery.

Although most products are eligible for return, certain items may be excluded due to hygiene standards, safety considerations, or specific handling requirements. If there is any uncertainty about whether a product can be returned, customers are advised to contact our support team for clarification before proceeding. For exchanges, the original item must first be returned following the standard return procedure, after which a new order can be placed. This approach ensures accurate inventory tracking and helps maintain an organized fulfillment process.

Customers located within the European Union are entitled to an additional 14-day withdrawal period under applicable consumer protection regulations. During this time, eligible items may be returned without providing a reason. However, all returned products must still meet the same condition requirements as standard returns, including being unused, undamaged, and in their original packaging, along with the necessary proof of purchase.

After a returned item is received, it will be inspected to confirm that it meets the return criteria. Customers will be notified once the review is complete and informed whether the refund has been approved. Approved refunds are issued to the original payment method used for the purchase. Processing times may take up to ten business days, depending on the payment provider or financial institution. If a refund has not been received within 15 business days after approval, customers are encouraged to contact our support team for further assistance. Our goal is to maintain a return process that is clear, fair, and efficient, providing reassurance and a positive experience for every customer.