RETURNS
Warranty and Returns
At Aquanora.com.au, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help! Please feel free to submit a ticket if you have any issue with your order!
30 Day Returns Warranty
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately at our Support Center.
How to Reach Us
Go to our Support Center and describe the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.
Our Solutions:
1.Aquanora's Responsibility:
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
Once we receive the item, we will refund in full the original product price or resend for free a replacement at our expense. This solution is only when Aquanora is responsible for shipping the wrong item/ size.
2.Customer's responsibility
Incorrect order(size of item)
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 30 days of receiving the product for a partial refund of the product cost.
Satisfaction Guarantee
Your satisfaction is our priority!
If you are dissatisfied with your order, please contact us within 30 days of receiving the product to request a return. Our Customer Service team will provide you with an RMA form and our return address. Note that please do not return to the address on the package as that is not our return address. All return shipping fees are at customers' own expense.
We are now also happy to announce that USA customers to our USA warehouse.
Additional notes about Warranty
All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Returned items without RMA form will not be accepted.
All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.
We do not accept returns on intimates, swimwear, lingerie and beauty items, or discounted items, unless a customer received a wrong item or the item was faulty.
Compensation time-frame
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
Wallet refunds: Up to 24 hours.