AquaHug Refund & Return Policy

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and strive to provide exceptional service so you can always shop with confidence.

Return Policy

AquaHug will accept returns or exchanges for items purchased directly from our website within 30 days of purchase under the following conditions:

• There are no visible signs of damage.

• All original packaging is intact.

• The product is unused and in resalable condition.

Any sign of damage may affect eligibility for a return or refund under the AquaHug guarantee.

Items cannot be returned or exchanged more than 30 days after the purchase date.

Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we may require proof of purchase, including your order confirmation email and order number.

For all return or exchange requests, please contact aquahugstore@outlook.com and provide your order number along with the reason for your return or exchange request.

Order Cancellations

Orders may only be cancelled before they have been processed for fulfilment.

Once an order has entered processing or has been shipped, it can no longer be cancelled and must follow the return process outlined in this policy.

Exchanges

For all exchange requests, please contact aquahugstore@outlook.com and provide your order number along with the reason for the exchange request.

Return Shipping

You will be responsible for paying your own shipping costs when returning an item.

Refunds will not be issued until the returned item has been received and inspected by our team.

If you are shipping an item valued at over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refused Deliveries

If an order has already been shipped and the customer no longer wishes to receive it, the customer may refuse delivery.

Once the package has been returned to AquaHug and received by our team, a refund may be issued in accordance with this policy. Shipping charges are non-refundable unless required by law.

Refunds

Once your returned item has been received and inspected, we will notify you by email of the approval or rejection of your refund request.

Approved refunds will only be processed after the returned item has been received and inspected by our team.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment.

Late or Missing Refunds

Please allow 2–3 business days for your financial institution to process the refund after it has been issued.

If you have not received your refund after this period, please contact us at aquahugstore@outlook.com and allow us the opportunity to investigate the matter further.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return.

Once the returned item has been received and approved, a digital gift certificate will be emailed to you.

Damaged Items

If you receive a damaged or defective item, please contact aquahugstore@outlook.com within 48 hours of delivery.

If damage is not reported within this 48-hour period, we may not be able to honour your claim.

We use carrier delivery confirmation and tracking information when reviewing damage claims and return requests.

Feedback

We value your feedback, questions, and concerns.

Please contact us at aquahugstore@outlook.com to let us know how we are doing. We take customer feedback seriously and are always looking for ways to improve.