REFUND POLICY

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AquaTech Supplies Ltd is committed to providing high-quality goods that are free from faults and damage. However, we understand that returns may occasionally be necessary. Our return policy is governed by the following terms and conditions:
 

1. Incorrect Goods
   If you receive goods that do not match your order, please contact us within 14 calendar days to arrange collection and return. You may choose either a replacement (if available) or a refund via your original payment method. We will cover the shipping costs. Returned goods must be in their original condition, including all packaging and documentation (the packaging does not need to be unopened). Refunds will be processed within 14 calendar days and no later than 30 calendar days from receipt of the returned goods. Standard delivery charges will be refunded, but additional costs such as express delivery or gift-wrapping cannot be reimbursed.
    

2. Damaged Goods in Transit
   If goods arrive damaged and the damage is evident upon delivery, you should either reject the goods or sign the delivery note indicating the damage. Please contact us within 2 working days to arrange collection and return. You may choose between a replacement or a refund via your original payment method. We will cover the shipping costs. Refunds, including standard delivery charges, will be processed within 30 calendar days from receipt of the returned goods. Additional costs such as express delivery or gift-wrapping cannot be reimbursed.
    

3. Faulty Goods on Delivery
   If your purchased goods have faults upon delivery, please contact us within 14 calendar days to arrange collection and return. You may choose between a replacement or a refund via your original payment method. We will cover the shipping costs. Refunds will be processed within 14 calendar days and no later than 30 calendar days from receipt of the returned goods. Standard delivery charges will be refunded, but additional costs such as express delivery or gift-wrapping cannot be reimbursed.
    

4. Faulty Goods Within 21 Days of Delivery
   If a product develops a fault within 21 calendar days of delivery, you may be entitled to a replacement but not a refund. Please contact us within this period to arrange collection and return. We will inspect the goods upon receipt, and if we determine (at our sole discretion, acting reasonably and in good faith) that the fault is not due to mistreatment (deliberate, negligent, or otherwise), we will issue a replacement at no additional cost. If no fault is found, you will be responsible for return delivery costs and may also be charged labour expenses at a rate of £15 per hour.
    

5. Faults Beyond 21 Days Within Warranty Period
   If a product develops a fault beyond 21 calendar days but within its warranty period, you are entitled to a repair or replacement under the terms of the warranty. If the warranty is provided by the manufacturer, you may be required to contact them directly.
    

6. Cooling-Off Period for EU Consumers
   If you are a consumer within the European Union, you have a statutory right to cancel your purchase within a 14-day cooling-off period. This period begins once your order is complete and ends 14 calendar days after you receive the goods (or the final instalment, if delivered in parts). If you decide to return the goods within this period, please inform us within 14 calendar days of receipt. The goods must be returned within 14 calendar days from the day you notify us. You are responsible for return shipping costs. Refunds, including standard delivery charges, will be processed within 14 calendar days of your cancellation notice. Additional costs such as express delivery or gift-wrapping cannot be reimbursed.
    

7. Exclusions to the Cooling-Off Period
   The right to cancel may not apply to the following types of goods:

   • Goods made to your specifications or personalised items.

   • Perishable goods or those that deteriorate rapidly.

   • Sealed goods (e.g., hygiene-related products) that have been unsealed after delivery.

   • Goods that have been mixed inseparably with other items after delivery.

   • Audio or video recordings, or software (including games), in sealed packaging that has been opened.

   • Goods that have been used beyond what is necessary to establish their nature, characteristics, and functionality (e.g., more than handling them as you would in a physical store).

   Please note that opening the delivery packaging does not prevent you from returning goods unless they fall under the exclusions listed above.
    

For any return inquiries or to initiate a return process, please contact our customer service team.