Return Policy

General

At SAqua (Simons Aquazone), customer satisfaction is our priority.

We carefully inspect every product before dispatch to ensure quality.

If you receive a damaged, defective, or incorrect product, we are happy to assist with a return, replacement, or refund as per this policy.

Eligibility for Return or Replacement

You may request a return or replacement if:

  • You receive a damaged product.
  • You receive an incorrect item.
  • The product has a verified manufacturing defect.
  • The product delivered differs significantly from the description on our website.
  • The issue is reported within 48 hours of delivery.

Conditions for Return

To be eligible for return:

  • The product must be unused and in its original condition.
  • Original packaging, labels, accessories, manuals, and invoice must be included.
  • The product should not show signs of installation, misuse, or physical damage caused after delivery.
  • Clear photographs or videos of the issue must be provided during the return request.

Return Process

  • Step 1: Contact our customer support within 48 hours of delivery.
  • Step 2: Share your Order ID along with photographs or videos of the product.
  • Step 3: Our support team will review your request and verify the issue.
  • Step 4: Once approved, we will arrange a replacement or provide return instructions.
  • Step 5: After receiving and inspecting the returned product, the refund or replacement will be processed.

Refund Policy

  • Refunds are issued only after the returned product has been inspected and approved.
  • Approved refunds will be processed within 7–10 business days to the original payment method.
  • Shipping charges are non-refundable unless the return is due to our error.
  • Refund processing time may vary depending on your bank or payment provider.

Replacement Policy

  • If the product is available in stock, a replacement will be dispatched within 2–5 business days after approval.
  • If the product is unavailable, a full refund will be issued to the original payment method.
  • Replacement is subject to product availability.

Non-Returnable Items

The following products are not eligible for return or refund:

  • Products that have been used, installed, or damaged after delivery.
  • Products without original packaging or missing accessories.
  • Products damaged due to improper installation, negligence, or misuse.
  • Products returned after the eligible return period.
  • Clearance, promotional, or special-offer items, unless received damaged or defective.

Cancellation Policy

  • Orders may be cancelled before they are dispatched.
  • Once the order has been shipped, cancellation requests cannot be accepted.
  • If an order is cancelled before dispatch, the refund will be processed to the original payment method.
  • SAqua reserves the right to cancel any order due to stock unavailability, pricing errors, payment verification issues, or suspected fraudulent activity.

Damaged Shipments

  • If the package appears damaged during delivery, please inspect it before accepting.
  • If possible, refuse delivery of severely damaged packages and contact our customer support immediately.
  • Any shipping damage must be reported within 48 hours of delivery.

Need Assistance?

If you have any questions regarding returns, replacements, or refunds, please contact us. Our customer support team will be happy to assist you.