FAQ

Thank you for selecting Aquapureline ! Here are the specifics of our dispatch policy:

Preparation Time:
We aim to ship all orders within 1-2 business days after confirmation. This timeline applies from Monday to Sunday for orders confirmed before 12 PM EST.

Delivery Schedule:
Your items should reach you within 3-5 business days following dispatch confirmation, from Monday to Saturday, directly to your doorstep.

Changed your mind? No problem! You can return any product within 30 days of the receipt date. Let us know at support@aquapureline.com to ensure a seamless return process under the following conditions:

• The product must be new and unused.
• If the product has an original manufacturer's seal, it must remain unbroken.
• The item should not be damaged through customer handling or use.
• Products must be returned in their original packaging.

For returns meeting these criteria, contact us at support@aquapureline.com to start the process and receive a return label. We will cover the return shipping fees! Aquapureline will handle your return within 7 business days after our logistics team receives it.

At this time, we cannot make changes or replacements to products after an order has been placed. We apologize for any inconvenience this may cause.

Yes, you can cancel your order as long as it hasn't been dispatched. If you need to cancel, please get in touch with us using the contact information provided on our Contact page.

We're here to assist you if you've received damaged items. Please take photos of the damaged goods and email them to our customer support at support@aquapureline.com. This will help us notify our warehouse of the issue and facilitate a replacement. Without proper documentation, we can't provide a replacement or refund.

If your item is damaged, take pictures and contact our customer service team, then await further instructions. Please don't discard the product until you've received a response.

If you're not fully satisfied with your purchase, you can return it to us. Please follow these steps to ensure a smooth return process:

1. Check the Return Window:
   You have 30 days from the date of receipt to start a return. Ensure that the item is returned within this timeframe to qualify for a refund or exchange.

2. Contact Customer Service:
   Reach out to our customer service via email, phone, or our website. Provide your order number, item details, and the reason for the return. If your request meets the return criteria, we will issue a return authorization and provide instructions.

3. Prepare the Item for Return:
   Securely pack the item in its original packaging, including all accessories, manuals, and documentation. Ensure that the product is in the same condition as when it was received.

4. Include the Return Authorization:
   Place the return authorization in the package along with a note explaining the return reason. This will help us process your return efficiently.

5. Ship the Item:
   Address the package to our Office Address for Returns:
   
   Use a traceable, insured shipping method for security. We are not responsible for items lost in transit.

6. Notify Us of the Shipment:
   Inform customer service after shipping the item and provide the tracking number. This will help us anticipate its arrival and expedite your refund or exchange.

7. Await Confirmation:
   After receiving and inspecting the returned item, we will notify you of the refund or exchange status. If approved, we'll process the refund.

8. Refund Processing:
   Refunds will be made no later than 7 working days from the package's arrival at our logistics team. Approved refunds will be credited to your original payment method within 7 business days. Please note that your bank or credit card provider might take extra time to post the refund.

Following these steps will ensure your return is handled smoothly and your refund is processed promptly. For additional assistance, please reach out to our customer service team.

You can find more detailed information in the Return & Refund Policy section.

If your package is delayed and at least two days have passed since the expected delivery date, contact our customer service via email at support@aquapureline.com. Please allow us at least five days to investigate the location of the item with the courier service.

If we cannot track your shipment after five days of investigation, the shipment will be declared lost, and you'll be eligible for a full refund or a replacement, as you prefer.