We send you a prepaid return label, so returning a piece costs you nothing.
Tell us within 14 days of delivery, then send the piece back within the next 14 days.
Swap for another size of the same piece, with free delivery both ways.
A full refund for faulty pieces within 30 days of delivery, including all postage.
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 how to cancel and send a piece back, how size exchanges work 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.
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 14-day 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. You don't have to use the 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), you can still cancel, but the law allows us to 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 cancel
The right to cancel does not apply to:
- personalised or made-to-order pieces made to your specification;
- socks, underwear and similar items sealed for health or hygiene reasons, once the seal has been broken after delivery.
These items are still covered if they are faulty or not as described (see Faulty, damaged or incorrect items).
05How to send a piece back (free)
- 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.
- We reply within 48 hours with your return reference and a free prepaid return label, with instructions for dropping off your parcel.
- Pack the piece in its original packaging with the tags attached, and put a note with your return reference inside.
- Send it within 14 days of telling us, using the label we sent. Keep your proof of postage.
- We check it and refund you within 14 days of receiving it, or of you giving us proof of postage if that is sooner, and usually much faster. See Returns & Refunds.
Returns go to our UK returns address, [UK RETURNS ADDRESS], even if your order was sent from our studio in India. If you choose to send a return another way, the postage is yours unless the piece is faulty or incorrect.
06Size 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 with the free label. As soon as the tracking shows your return is on its way, we send your new size, also free of charge.
- If your new size sells out before then, 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.
07Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is wrong, please email us as soon as you can with your order number and photos of the problem, the label and the packaging.
| When you tell us | What you are entitled to |
|---|---|
| Within 30 days of delivery | A full refund (the short-term right to reject), or a repair or replacement if you prefer |
| After 30 days and within 6 months | A repair or replacement. If that is not possible or does not fix the problem, a refund or a price reduction. The fault is assumed to have been there at delivery unless we can show otherwise. |
| After 6 months | The same remedies, but you may need to show the fault was there at delivery. You can claim for up to 6 years after delivery (5 years in Scotland). |
For faulty, damaged or incorrect items, we pay all postage both ways and refund your original delivery charge in full. Normal wear and tear, and damage from washing against the care label, are not faults.
08Gifts
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.
09Contact and complaints
Questions about a return or exchange? 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.