Returns and Refunds

Without prejudice to your statutory rights, we will provide you with the following returns and refunds services.

The product can be returned within 30 days of the original purchase of the product for exchange for another product or for a refund. To be eligible for a return, please make sure that:

a) The product was purchased in the last 30 days.

b) The product is in its original box with an intact anti-tamper seal.

c) The product is damaged or in defective. Section (a) – the time limit does not apply in this case.

d) You have the receipt or proof of purchase.

e) You obtain a Return Merchandise Number and completed a return & refund form.

To obtain a Return Merchandise Number and complete a return & refund form, please contact us:

By phone: +44 1 332 742 729

By email: sales@aquela.co.uk

Return Shipping

Please send us the product and the return & refund form in its original packing.

Further information on the return shipping will be provided to you when we assist you in completing the return & refund form. However, we will have the right to opt for the least expensive courier service for the return of the product.

Exchange

If the reason for return is the damage to, or the defect of, the product, we will exchange the product for another product with no additional cost to you. Please note that we may ask you to provide us with some photographs showing the damage or defect.

If the product is out of stock, we will then refund you the entire invoice amount and the cost of the return shipping.

Refund

We will assist you in completing the return & refund form and, at the same time, explain to you how we calculate the refund amount. However, please note that:

a) If the reason for return is the damage to, or the defect of, the product and if you do not want to exchange the product for another product, we will refund the entire invoice amount and cover the cost of the return shipping. Please note that we may ask you to provide us with some photographs showing the damage or defect.

b) If there was no error on our part, we will refund the entire invoice amount. However, we are not obliged to cover the cost of the return shipping and the fees paid to your card or payment gateway service provider.

A refund will be made only through the Original Mode of Payment – the same payment system that you used for the purchase of the product.

Please note that it can take (a) approximately 5 days (domestic) or approximately 10 business days (overseas) for the product to be received at our fulfilment center, (b) up to 2 business days for your refund claim to be processed by us, and (c) up to 3 business days for the refund amount to be received in your account.

Damaged Items

If you received a damaged product, please notify us immediately for assistance. We may assume that the product has been delivered to you if we do not hear from you within 30 days of the original purchase of the product.