Returns & Refunds

01About this policy

This policy applies to orders delivered outside India and the United Kingdom. It explains your right to cancel, what you are refunded and when. How to send a piece back is explained in our Returns & Exchanges Policy. Both form part of our Terms of Use. Who sells your order is explained in our Shipping & Delivery Policy.

Nothing in this policy limits the rights you have under the consumer laws of the country where you live.

02Your right to cancel

You can cancel your order for any reason within 14 days of the day you receive the goods (or the last parcel, if your order arrives in several). You can also cancel at any time before your order is delivered. If you live in the European Union, this is your legal right of withdrawal.

To cancel, tell us clearly before the 14 days end: email care@aquadoir.com with your order number, or use the model withdrawal form below. You then have a further 14 days to send the goods back. Some items cannot be returned; see Returns & Exchanges.

03What we refund

• the price you paid for the returned pieces, after any discount;
• the standard delivery charge you paid, if you return the whole order. If you chose DHL Express, we refund the cost of International Tracked delivery;
• for faulty, damaged or incorrect items, the full price, all delivery charges and the return postage.

For change-of-mind returns, the cost of sending the goods back is yours. If a returned piece has been handled more than was needed to check it, we may reduce the refund to reflect the loss in its value, and we will show you photos and explain any deduction first.

04When and how you are refunded

• We refund you without undue delay and no later than 14 days after the day you tell us you are cancelling. We may wait until we have received the goods back, or you have given us proof that you have sent them, whichever is earlier. In practice we usually refund within 48 hours of your return arriving.
• If you cancel before we have dispatched your order, we refund you within 14 days of you telling us, usually within 48 hours.
• Refunds go back to the card or payment method you used, in the currency you paid in. We do not charge any fee for a refund. Your bank may then take 3 to 10 business days to show it, and may apply its own exchange rate.

05Import duties and taxes

Import duties, taxes and customs fees that you paid when your order arrived are collected by your country, not by us, so we cannot refund them. In many countries they can be reclaimed from the carrier or the customs authority when goods are sent back. We will give you any documents you need, such as a copy of the invoice and proof that we received the return.

06Cancelling before dispatch, and if we cancel

You can cancel free of charge at any time before your order is dispatched by emailing care@aquadoir.com, and we refund everything you paid, including delivery.

Very occasionally we may have to cancel an order: if a piece sells out before we can confirm it, there is a pricing or listing error, we cannot deliver to your address, payment cannot be verified, or we suspect fraud. We will tell you why and refund you in full.

07Late or missing deliveries

Unless we agree a different date, we will deliver within 30 days of confirming your order. If we do not, or we fail to deliver within a further reasonable period that you set, you can cancel and receive a full refund, including all delivery charges. Your order is our responsibility until it is delivered to you; if it is lost, we will send a replacement or refund you in full.

08Refused or undelivered parcels

If you refuse a parcel, do not pay the import charges, or the parcel cannot be delivered and comes back to us, we treat it as a cancellation. Once it is back with us, we refund the price of the goods and the standard delivery charge, less the direct cost of the parcel being returned to us, which we will show you. We cannot refund until the parcel is back with us.

09Sale items, promo codes and gifts

• Sale items are refunded in the same way as full-price items.
• Promo codes: your refund is what you actually paid for the returned piece, after its share of the discount. If a partial return means the rest of the order no longer meets the code's minimum spend, the discount that no longer applies is deducted from the refund. We will always show you the calculation. Used promo codes are not reissued.
• Free gifts that came with an order must be returned with it if the return means the order no longer qualifies for the gift. Otherwise, the value of the gift may be deducted from the refund.
• Gifts: If you received an Aquadoir piece as a gift, you can exchange it for another size. Refunds can only be made to the person who paid.

10Model withdrawal form

If you live in the European Union, you can use this form to withdraw from your contract. Complete and send it only if you want to cancel; you can copy it into an email to care@aquadoir.com. You do not have to use it.

11Contact us

Questions about a refund? Email care@aquadoir.com or call +44 7442644643 with your order number. We reply within 48 hours.

SELLER (MOST ORDERS)

[UK COMPANY NAME], trading as Aquadoir
Company number [UK COMPANY NUMBER]
[UK REGISTERED OFFICE ADDRESS]

SELLER (ORDERS SENT FROM INDIA)

Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS])
[REGISTERED ADDRESS], Ahmedabad, Gujarat, India

CUSTOMER CARE

care@aquadoir.com
+44 7442644643

PRIVACY CONTACT

care@aquadoir.com (subject: "Privacy request")

EU REPRESENTATIVE (GDPR ART. 27)

[EU REPRESENTATIVE NAME AND ADDRESS]

EU RESPONSIBLE PERSON (PRODUCT SAFETY)

[EU RESPONSIBLE PERSON NAME AND ADDRESS]