At Aqua Design, customer satisfaction is our top priority. We strive to ensure that all products meet your expectations. If you are not satisfied with your purchase or receive a damaged item, our Return & Exchange Policy is here to provide you with a hassle-free resolution.
1. Eligibility for Returns and Exchanges
You may request a return or exchange under the following conditions:
The product is unused, in its original packaging, and in the same condition as received.
The request is made within 2 days of delivery.
The item is defective, damaged, or not as described upon receipt (requires proof such as photos or videos).
2. Non-Returnable Items
The following items are not eligible for return or exchange:
Livestock (fish, plants, or invertebrates) unless delivered dead or in poor health (proof required).
Customized or special-order products.
Items damaged due to customer negligence or improper handling.
3. Return and Exchange Process
Request Submission:
Contact us within 2 days of delivery via email, phone, or WhatsApp. Provide your order details and proof (photos/videos) of the issue.
Approval:
Once your return or exchange request is reviewed and approved, we will guide you on the next steps.
Shipping the Item Back:
For returns: The customer is responsible for shipping the item back to us unless the item is defective or incorrect.
For exchanges: We will arrange for the replacement once the original item is received and inspected.
Refund or Exchange:
Refunds: Approved refunds will be processed within 4 business days via your original payment method.
Exchanges: Replacement items will be dispatched after we receive and inspect the returned product.
4. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please record a video while unboxing and share it with us within 24 hours of delivery.
We will resolve the issue promptly by offering a replacement or refund as applicable.
5. Shipping Costs
For Defective/Incorrect Items: Aqua Design will cover the return shipping costs.
For General Returns: The customer is responsible for return shipping fees.
6. Cancellations
Orders can be canceled before they are shipped. Once dispatched, cancellations will be processed as returns.
7. Contact Us
For return or exchange requests, please reach out to us: Email: aquadesign.pk@gmail.com Phone: +92 313 9421238
At Aqua Design, we’re dedicated to ensuring your satisfaction with every purchase. Let us know how we can assist you!
