Refund Policy
Return Policy
Our return policy is valid for 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, the product must be unused and in the same condition that you received it. It must also be in its original packaging.
Some types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept returns of personal or hygiene-related products, hazardous materials, or flammable liquids or gases.
Other non-returnable items include:
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Gift cards
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Downloadable software products
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Certain health and personal care items
To complete your return, we require a receipt or proof of purchase.
Do not return the product to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether the refund has been approved or rejected.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of time.
Late or Missing Refunds
If you haven’t received your refund yet, first check your bank account again.
Then contact your credit card company—it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at info@aquago.shop.
Returns
If you cancel your order during the shipping period, you will be responsible for all shipping costs.
If the product has no issues and you still wish to return it, you will be responsible for all return shipping costs.
Unless otherwise specified in the return policy, you will not incur any other costs.
Exchanges
We only replace items if they are defective or damaged. If you would like to exchange it for the same item, please contact us by email at info@aquago.shop.
If the product has a problem, you will not need to pay any costs. If you ordered the wrong item and wish to exchange it for another one, you will be responsible for the return shipping costs. Unless otherwise specified in the return policy, you will not incur any costs.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund to the gift giver, and they will be informed of your return.
Shipping
To return your product, please send it to the following address:
Name: PATAC GMBH-LY-FXGJ
Address: Halskestraße 22–26, Halle A4 + A5
City: Ratingen
State/Province: NRW
Postal Code: 40880
Country: Germany
Before returning the product, you must contact us by email at info@aquago.shop to confirm the return status. Once the return is confirmed with no issues, the product may be sent back according to the instructions provided by our customer service team. Returns sent without prior confirmation will not be refunded.
You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning an item valued over £159, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.