Returns & Exchanges
The following Return Policy applies to general online purchases made through Aqualuzza
AQUALUZZA PURCHASES
Returns are accepted if initiated up to 14 days’ calendar days after the date of delivery. You must email customer service within fourteen (14) days to request the return or exchange. Unfortunately, any claims made after 14 days will NOT be accepted. Shipping and handling fees are not refundable. All items must be returned in their original condition; unused, unopened, including packaging. We cannot accept items that have been worn or altered- they will be shipped back at the customer’s expense. Customer is responsible for shipping and handling charges for the exchanged item, actual shipping cost may be greater than the standard shipping offer. We do not provide return labels for returns. Kindly contact us first via email before sending out the parcel for faster and better customer service. Customer Service Email: cs@aqualuzza.com. Refunds are issued within 7-10 business days after receipt of the return package and inspection. There is a 15% re-stocking fee on all returned items.
(Please note that Aqualuzza does not provide prepaid return shipping labels and is not responsible for returned shipping costs.)
DAMAGED, DEFECTIVE OR WRONG ITEMS:
We make the best efforts to ensure that all orders are carefully inspected by our staff for damages and defects prior to leaving the warehouse.
In the case of defective or wrong items, please contact customer service via e-mail (cs@aqualuzza.com) within three (3) business days of delivery and provide the nature of the defect with the invoice number, contact Information and a list of defective items.
For each item you must submit a photo of the defective item and its packaging materials and describe the damage that has occurred.Damages without accompanying documentation are not accepted. Please keep the shipment packaging in case of inspection by the shipping company.
Once we have received the claim from you, along with the product images, our customer representative will inspect your order and contact you within five (5) business days.
Any claims made after (3) business days will NOT be accepted. Our customer service team will work with you to resolve the situation. If a damaged item is received due to rough delivery, Aqualuzza is not liable for these damages, and claims need to be made with the carrier company. In a case of a Manufacturer defective item or a wrong item sent to you, please contact our customer service team and they will be happy to assist you!
Products that are exchanged or returned should be sent to the following address:
AQUALUZZA
Attn: Returns Processing
100 King Street West
Toronto, M5X 1C7
Please note that Aqualuzza does not provide prepaid return shipping labels and is not responsible for returned shipping costs.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
POLICY EXCLUSIONS APPLY FOR THE FOLLOWING ITEMS:
After 14 days, orders are no longer eligible for return or refund. We do not refund original shipping fees on any order. Purchases made as part of a Special Promotion are not eligible for return.SALE ITEMS ARE FINAL AND NOT ELIGIBLE FOR RETURN. No returns or exchanges can be made on these items unless received damages, defective or the wrong item(s).
Aqualuzza strives to provide you with the best quality and selection of merchandise. We also strive to protect the health of our customers and staff; therefore we do not take returns and exchanges on these items.
