Return & Refund Policy

Return and Refund Policy

At Aquatein, we prioritize your satisfaction. Please note that we do not offer refunds. However, you can request a return or replacement within 24 hours of receiving your order if you receive the wrong product or if the product is damaged.

Please read our return and replacement policy carefully:

Eligibility Criteria

To be eligible for a return or replacement, the product must meet the following conditions:

  • Damaged or Wrong Products: If the products are damaged upon delivery, delivered in error, or have a difference in texture from what was described.

  • Proof of Evidence: You must provide photos of the damaged product and a screenshot of your payment or order ID.

  • Original Condition: The product should be in its original packaging and unused. Any differences in the product’s texture or flavour should be reported if it deviates from the original description.

Return and Replacement Process

To initiate a return or replacement, please follow these steps:

  • Contact Us: Email us at care@aquatein.com or call us at +971 50 922 5590 with your reason for return, photos of the damaged product, and a screenshot of your payment or your order ID.

  • Review: We will review your request and confirm whether it meets our eligibility criteria.

  • Replacement: Once we receive and inspect the returned product, we will arrange for a replacement to be sent to you at no additional cost.

Pickup and Timeframe

  • Pickup: We will arrange for the product to be picked up from the location where the product was delivered.

  • Timeframe: The pickup and replacement process must be completed within 10 business days from when you receive your order. 

  • No-Cost Return: We will arrange for the pickup of the returned items at no charge to you.

Damages and Issues

Please inspect your order immediately upon receipt. If there are any defects, damages, or incorrect items, contact us as soon as possible to resolve the issue.

Exceptions

We do not accept returns for products that are perishable, custom-made, personal care items, hazardous materials, or sale items.

Exchanges

We do not offer direct exchanges.

Shipping Policy

At Aquatein UAE, we are committed to delivering your products quickly and safely. We've partnered with a reliable third-party delivery service to ensure your order reaches you in perfect condition.

Order Processing

  • Processing Time: Orders are processed within 5 business days after purchase confirmation. You will receive a notification once your order has been shipped.

Shipping

  • Delivery Time: Our standard delivery time is 2 to 4 days after your order has been processed.

  • Shipping Costs: Shipping is normally free; however, for certain locations and order total amount, a delivery charge may apply. The exact cost will be calculated and displayed at checkout based on your shipping address.

Tracking Your Order

  • Tracking Information: Once your order is shipped, you will receive a tracking number via email or SMS, allowing you to monitor your order's progress.

Delivery Policies

  • Responsibility: A third-party service manages all aspects of shipping and delivery. Third-party policy applied during the shipping process.

  • Claims: If your order is lost, damaged, or delayed, please contact us directly for further assistance.

Contact

For any return or replacement requests, or if you have any questions, please email us at care@aquatein.ae or call us at +971 50 922 5590. We are here to assist you and ensure your satisfaction.

Thank you for choosing Aquatein.