Returns & Exchanges

01About this policy

This policy applies to orders delivered outside India and the United Kingdom. It explains how to return or exchange a piece and what happens if something is faulty. How much you are refunded, and when, is explained in our Returns & Refunds 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. For example, customers in the European Union have a legal right to withdraw from an online purchase within 14 days and a legal guarantee of at least two years for goods that are faulty or not as described, and customers in Australia have the consumer guarantees of the Australian Consumer Law.

02Your 14-day right to return

You can return any eligible piece for any reason within 14 days of the day you receive it. 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 return a piece, tell us clearly before the 14 days end: email care@aquadoir.com with your order number, or, if you live in the EU, use the model withdrawal form. You then have a further 14 days to send the goods back.

03Condition of returned pieces

You may handle and try on a piece as you would in a shop. To make sure it can be sold again, please return it:

• unworn outdoors and unwashed, with all original tags and labels attached;
• in its original packaging (dust bag, box or polybag), with anything that came with it;
• free from stains, perfume, deodorant, makeup, smoke, pet hair and odours.

If a piece has been handled more than was needed to check it (for example, worn, washed or with the tags removed), we may reduce your refund to reflect the loss in its value. We will show you photos and explain any deduction before we make it.

04Items you can't return

Unless they are faulty or not as described, we cannot accept returns of personalised or made-to-order pieces made to your specification, or of socks, underwear and similar items sealed for health or hygiene reasons once the seal has been broken after delivery.

05How to send a piece back

1. Tell us within 14 days of delivery: choose Request a Return or Exchange on your order in My Orders or Track Your Order, or email care@aquadoir.com with your order number, the piece(s), and whether you would like a refund or a different size.
2. We reply within 48 hours with your return reference and the return address. This is normally our studio in the United Kingdom, or our studio in India if your order was sent from there.
3. Pack the piece in its original packaging with the tags attached, and put a note with your return reference inside.
4. Send it within 14 days of telling us, by a tracked service. On the customs form, describe it as "Returned goods" with your original order number, so that it is not charged import duty on its way back to us. Keep your proof of postage.
5. We check it and refund you, usually within 48 hours of it arriving and always within the time limits in our Returns & Refunds Policy.

06Return postage and import charges

• For change-of-mind returns, you pay the cost of sending the piece back to us.
• For faulty, damaged or incorrect items, we pay the return postage: we will either send you a prepaid label or repay your standard tracked postage when the parcel arrives (please keep the receipt).
• Please do not send a return by a service that asks us to pay charges on arrival. We may not be able to accept it.
• Import duties and taxes that you paid in your country 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 customs when goods are sent back; we will give you any documents you need. See Returns & Refunds.

07Size exchanges

• Want a different size of the same piece? Tell us within 14 days of delivery and we will reserve your new size straight away.
• Send the original piece back as described above. As soon as it reaches us and passes our check, we send your new size with no delivery charge.
• Your country may charge import duties or taxes on the replacement parcel, payable by you as for your original order.
• If your new size sells out in the meantime, you can choose another size or a full refund. For a different design or colour, return the piece for a refund and place a new order.

08Faulty, damaged or wrong items

If something isn't right with your order, we will put it right at no cost to you.

• Please email us as soon as you can, ideally within 48 hours of delivery for damage in transit so we can claim from the carrier, with your order number and photos of the piece, its label and the packaging. If you notice a problem later, tell us anyway.
• Once we confirm the problem, you can choose a replacement (subject to stock), a repair where that makes sense, or a full refund including delivery. We pay the return postage.
• Normal wear and tear, and damage from washing against the care label, are not faults.

Your legal rights for faulty goods in your country, such as the two-year legal guarantee in the European Union, apply in addition to this policy.

09Gifts

If you received an Aquadoir piece as a gift, you can exchange it for another size using the steps above. Refunds can only be made to the person who paid.

10Contact us

Questions about a return or exchange? 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]