Refund policy
Last Updated: 30 August 2026
At Aquathy, we want customers to be satisfied with their purchases. This policy explains how returns, cancellations, and refunds are handled for orders delivered within the United Kingdom.
This policy does not affect your statutory rights under applicable UK consumer law.
30-Day Return Window
You may request a return within 30 days of receiving your order.
To qualify under our voluntary 30-day return policy, the product must:
- Be unused and in its original condition
- Include its original packaging, accessories, and documentation
- Be accompanied by valid proof of purchase or order confirmation
Please handle products only as reasonably necessary to inspect them. We may reduce a refund where a product has been used, damaged, or handled beyond what would reasonably be permitted when examining it in a physical shop, where permitted by law.
How to Start a Return
Before returning an item, contact us at help@aquathy.store and provide:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Photographs if the item is damaged, defective, or incorrect
After your return is approved, we will email you a prepaid return shipping label and return instructions.
Do not send a product back without contacting us first. Returns sent without prior approval may not be accepted or may experience processing delays.
Free Return Shipping
Aquathy provides free return shipping for all eligible returns within the United Kingdom.
There is no restocking fee. A prepaid return shipping label will be provided by email after the return request has been approved.
Return Method
Returns are accepted by mail only. We do not accept returns in person at our business address.
Please package the product securely and follow the instructions supplied with your prepaid return label. We recommend keeping your return receipt or tracking confirmation until your refund has been completed.
Exchanges
We do not offer direct product exchanges.
If you would like a different product, colour, or size, please return the original eligible item for a refund and place a new order separately.
Order Cancellation and Change of Mind
For online purchases, UK consumers generally have a statutory right to cancel an order within 14 days after receiving the goods without providing a reason. After notifying us of cancellation, the goods should be returned within the applicable legal timeframe.
Aquathy also provides a voluntary return period of 30 days from delivery, subject to the eligibility conditions stated in this policy.
To cancel or return an order, contact help@aquathy.store.
If an order has not yet been dispatched, we will try to cancel it before shipment. Once an order has been dispatched, it must be handled through the return process.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If a product arrives damaged, defective, incomplete, or different from what you ordered, contact help@aquathy.store as soon as possible. Please include your order number and clear photographs showing the issue.
Where applicable, we will provide an appropriate remedy, which may include a refund, repair, replacement, or another remedy required under UK consumer law.
Your statutory rights relating to faulty, misdescribed, or unsuitable goods are not limited by this policy.
Non-Returnable Items
The following products may not be eligible for change-of-mind returns where an applicable legal exception applies:
- Personalised or custom-made products
- Perishable goods
- Gift cards
- Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been opened
This exclusion does not apply where an item is faulty, damaged, incorrectly supplied, or where applicable law provides a right to a remedy.
Sale and promotional items remain subject to applicable UK consumer rights.
Refund Inspection
Once we receive your returned product, we will inspect it and notify you whether the refund has been approved.
If additional information is required, we will contact you using the email address associated with your order.
Refund Processing Time
Approved refunds will be issued to the original payment method within 10 calendar days after we receive and inspect the returned product.
We may issue the refund earlier if you provide acceptable evidence that the goods have been returned. In all cases, refunds will be handled within the time limits required by applicable UK consumer law.
Your bank, card issuer, PayPal, or payment provider may require additional time to display the refund in your account.
Refund Amount
Approved refunds will normally include the price paid for the returned product.
Where required by law, any eligible original standard delivery charge will also be refunded. Additional amounts paid for an upgraded or expedited delivery service may not be refundable beyond the cost of standard delivery.
Any lawful reduction relating to excessive handling, use, damage, or missing parts will be explained before the refund is completed.
Late or Missing Refunds
If you have not received an approved refund:
- Check your bank or payment account again
- Contact your card issuer, bank, PayPal, or payment provider
- Allow any stated payment-processing period to pass
- Contact help@aquathy.store if the refund is still missing
Proof of Purchase
We may request reasonable proof of purchase, such as an order confirmation, receipt, payment record, or other evidence showing that the product was purchased from Aquathy.
Contact Us
For return or refund assistance, contact:
Business Name: Aquathy
Support Email: help@aquathy.store
Business Phone: +44 7481 781480
Business Hours: Monday–Saturday, 9:00 AM–5:00 PM
Business Address: The Old Orchard House, Whatley, Frome, Somerset, United Kingdom, BA11 3JU