Refund Policy

To claim for a Refund, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) fall under warranty, then you can claim for refund based on the following conditions:

  • Customer can claim for Refund for the purchased Product(s) within 3 days from the date of receiving the Product(s).

  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.

  • Amount of the Refund only covers the amount of Product(s) purchased.

  • Shipping and payment processing charges are non-refundable

  • If a coupon, discount, Voucher or special offer was part of the original order, the amount will be deducted as well.

  • Refunds will be made through the original mode of payment selected at the time of order generation.

  • aquapharmaonline.com reserves the right to compensate the claim in terms of Coupon/Vouchers as and when it deems fit.

 *Promotional items are strictly NOT refundable unless in the rare case of a manufacturing defect subject to the discretion of www.aquapharmaonline.com

Refund Process

If the Product(s) is qualified for the Refund, then please follow the below process to claim for a Refund:

  • Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference.

  • Review: Our support team will review the case and approve the Refund, if qualified.

  • You can file multiple complaints for different products received under one order, however, pickup charge of AED 25 is applicable on all subsequent complaints filed after the first one

  • Pickup Process: Once the complaint is approved, the product pickup process will start.

    • In UAE: The Product(s) will be picked up by our delivery team for UAE customers

      • There will be AED 25 as pickup charges if Return claim has been raised within 3  days from the time of delivery but the order is delivered correctly and properly

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        • Pickup request if cancelled for any reason can be rescheduled on request without any additional charges, however, if 2nd pick up request is cancelled, claim ticket will be auto closed.

    • Outside UAE: Customer will have to return the Product(s) at his/her own expense to Aqua Pharmacy warehouse at Jumeira, Dubai, UAE. Shipping charges and customs & taxes (if any) will need to be paid by the customer and tracking number needs to be updated on the claim ticket within 3 days from the date of ticket creation. 

      All shipments need to be delivered to our warehouse within 15 days from the date when the ticket is created. In the event, the item(s) is not received, the complaint ticket would need to be closed.

  • Inspection Process: After receiving the Product(s), it is sent for inspection:

    • Approved: If the Product(s) is found faulty as per the policy then the Refund process will be initiated.

    • Not Approved: For products returned in damaged condition or without complete items or box - item(s) to be returned to the customer

 

Quick and Hassle-free Warranty

Products with no specific warranty period are deemed as non-warranty items and complaint needs to be filed within 72 hours from the time of delivery.

Claims to be accepted based on the following conditions:

  • Product(s) should not be in used condition and should not show that it was previously used

  • Save the original seal.

  • Product(s) has the complete original packaging (if product was sold in original packaging).

  • Saved accessories, consumables included with the Product(s), components, labels, accompanying documentation etc. and their packaging is not damaged.

  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.

  • For items not damaged and claimed due to the item not being as per expectations, pickup charges of (AED 25) and re-stocking fees (15% of product value) are applicable.

  • Free-size or Multicolor Product(s) cannot be claimed for exchange/return. (Product(s) listed on the Site as multi-color, free-size, assorted color, assorted design, etc. are items on which size/color cannot be guaranteed and is subject to availability.)