Of the piece reaching us, or of you sending proof of postage. Usually much sooner.
Return postage is on us, and we refund standard delivery when you return a whole order.
Refunds go to the card or method you paid with, in pounds, with no fees.
Within 30 days of delivery, including all postage, under the Consumer Rights Act.
01About this policy
This policy applies to orders delivered to an address in the United Kingdom, which are sold by [UK COMPANY NAME], trading as Aquadoir ("Aquadoir UK"). 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.
Your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 apply in full, and nothing in this policy reduces them. Where this policy is more generous than the law, the more generous terms apply.
02Your right to cancel
You can cancel your order for any reason, without giving a reason, within 14 days of the day you (or someone you nominate) receive the goods. If your order arrives in more than one parcel, the 14 days run from the day the last parcel arrives. You can also cancel at any time before your order is delivered.
To cancel, tell us clearly before the 14 days end: email care@aquadoir.com with your order number, or use the model cancellation form below. You then have a further 14 days to send the goods back, using the free return label we send you. Some items cannot be cancelled; 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 Evri Next Day, we refund the cost of Evri Standard delivery, as the law allows;
- nothing is charged for return postage when you use the free label we send you.
If a returned piece has been handled more than was needed to check it, the law allows us to reduce the refund to reflect the loss in its value. We will show you photos and explain any deduction before we make it. If you prefer, you can choose Aquadoir credit instead of a refund; it is always your choice.
04When and how you are refunded
- We refund you within 14 days of receiving the goods back, or of you giving 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 pounds sterling. We do not charge any fee for a refund. Your bank may then take 3 to 10 working days to show it.
- VAT included in the price is refunded with it. There are no import charges to reclaim, because we pay them.
05Refunds for faulty items
If a piece is faulty, damaged or not as described, you can reject it for a full refund within 30 days of delivery, including the original delivery charge and all postage. After that, you are entitled to a repair or replacement, and to a refund or price reduction if that does not fix the problem. See faulty, damaged or incorrect items.
We refund you within 14 days of agreeing that you are entitled to a refund, to the payment method you used, without any fee. If you reject a piece after a repair or replacement has not worked, we will not reduce the refund for your use of it during the first six months after delivery; after that, the law allows a deduction for the use you have had, which we will explain.
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 delivery within the agreed time was essential, 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.
If your order arrives after the window shown at checkout, you can also return it within 14 days for a full refund including delivery. 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, missed or undelivered parcels
If you refuse a parcel, do not collect it, or it cannot be delivered and comes back to us, we treat it as a cancellation and refund the price of the goods and the standard delivery charge once it is back with us. If you would rather receive it, we can send it again; a delivery charge may apply if the parcel came back because the address was incorrect or it was not collected.
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 cancellation form
Complete and send this form only if you want to cancel your contract. You can copy it into an email to care@aquadoir.com. You do not have to use it.
To [UK COMPANY NAME] (Aquadoir), [UK REGISTERED OFFICE ADDRESS], care@aquadoir.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]: ______
Ordered on [*] / received on [*]: ______
Order number: ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature of consumer(s) (only if this form is sent on paper): ______
Date: ______
[*] Delete as appropriate.
11Contact and complaints
Questions about a refund? Email care@aquadoir.com or call +44 7442644643 with your order number. We reply within 48 hours and aim to resolve complaints within 14 days.
- SELLER
- [UK COMPANY NAME], trading as Aquadoir
- COMPANY NUMBER
- [UK COMPANY NUMBER], registered in [ENGLAND AND WALES]
- REGISTERED OFFICE
- [UK REGISTERED OFFICE ADDRESS]
- VAT NUMBER
- [UK VAT NUMBER]
- CUSTOMER CARE
- care@aquadoir.com
+44 7442644643 - PRIVACY CONTACT
- care@aquadoir.com (subject: "Privacy request")
ICO registration [ICO REGISTRATION NUMBER]
If you are not happy with our answer, Citizens Advice can give you free, impartial advice on your consumer rights (citizensadvice.org.uk), as can Advice Direct Scotland in Scotland and Consumerline in Northern Ireland.