Returns & Refunds

01About this policy

This policy explains how much you are refunded, when, and where the money goes: for returns, cancellations and orders that cannot be delivered. How to send a piece back is explained in our Returns & Exchanges Policy. Both form part of our Terms of Use.

It applies to orders delivered in India, which are sold by Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS]). It does not affect your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Orders delivered to the United Kingdom follow our UK Returns & Refunds Policy, and orders delivered anywhere else follow our Global Returns & Refunds Policy.

02What we refund

03When and how you are refunded

We issue refunds within 48 hours of a return passing our quality check, or of a cancellation. How soon the money shows in your account then depends on your bank or payment provider:

Refunds are always made in the currency you paid in. We cannot refund to a different card or account from the one used to pay, except for Cash on Delivery orders. We will email you when your refund is issued, with its reference number. If you have not received it within the times above, send us that reference and we will follow it up with Razorpay or your bank.

04Aquadoir credit

Instead of a refund, you can choose Aquadoir credit. It is issued within 24 hours of the quality check as a single-use code sent to your email, is valid for 12 months on any order, and can be used on more than one piece. Credit is always your choice: we never issue it in place of a refund you ask for.

05Order cancellations

Cancelling your order

• You can cancel free of charge at any time before your order is dispatched. Email care@aquadoir.com with your order number as soon as possible, because orders are usually dispatched within 48 hours.
• Prepaid orders are refunded in full, including delivery, to the original payment method within 48 hours of cancellation. Cash on Delivery orders are simply cancelled, with nothing to pay.
• Once dispatched, an order can no longer be cancelled. You can return it after delivery, or refuse a Cash on Delivery parcel at the door.

If we cancel your order

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 to your original payment method within 48 hours. We never charge cancellation fees, whether you cancel or we do.

06Refused or undelivered orders

• Prepaid orders that are refused at the door, or that come back to us after failed delivery attempts (for example, because of a wrong address or nobody being available), are refunded once they reach us. The price of the goods is refunded in full; the delivery charge is not, because the delivery was attempted. If you would rather receive the order, we can send it again for a new delivery charge.
• Cash on Delivery orders (Ahmedabad only) that are refused without a valid reason, such as damaged packaging or a wrong item, cost us delivery both ways. If this happens more than once, we may turn off Cash on Delivery for that phone number or address. Online payment always remains available.

07Late deliveries

At checkout we show an expected arrival window for your address. If your order arrives after that window, you can return it within 14 days of delivery for a full refund including the delivery charge, even if you have simply changed your mind. If it still has not arrived, you can cancel it and we will refund you in full.

This does not apply to delays caused by an incorrect or incomplete address, nobody being available to receive the parcel, or a request from you to change the delivery date. If a piece has to come from our UK studio, we will tell you the new arrival date before we send it (see Shipping & Delivery).

08Sale items, promo codes and gifts

• Sale items are refunded in the same way as full-price items, unless they were clearly marked "Final Sale" on the product page before you bought them.
• 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, or return it for Aquadoir credit sent to you. Refunds to the original payment method can only go to the person who paid.

09Payments that fail

If money leaves your account but your order is not confirmed (for example, because the connection dropped during payment), the payment is reversed automatically by Razorpay or your bank, usually within 5 to 7 business days. If it is not, email us with the transaction reference and we will help.

10Contact and grievances

Questions about a refund? Email care@aquadoir.com or call +91 6353731518 with your order number. If you are not happy with how your request has been handled, you can escalate it to our Grievance Officer, who will acknowledge it within 48 hours and resolve it within one month.

SELLER

Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS])

REGISTERED ADDRESS

[REGISTERED ADDRESS], Ahmedabad, Gujarat, India

GSTIN

[GSTIN]

CUSTOMER CARE

care@aquadoir.com
+91 6353731518

GRIEVANCE OFFICER

Parth Darji, Grievance Officer
parthdarji@aquadoir.com (subject: "Grievance")

RESPONSE TIMES

Acknowledged within 48 hours. Resolved within one month.

You can also contact the National Consumer Helpline by dialling 1915 or visiting consumerhelpline.gov.in.