Refund & Return Policy

Aqua Filter wants customers to have a clear understanding of how returns, refunds, and exchanges are handled for orders placed through our ecommerce store in Pakistan.

This policy is general business policy content and not legal advice. For case-specific help, customers should contact support at [email protected].

Return Eligibility

We may accept return requests for eligible items when the request is made within a reasonable period after delivery and the item is unused, in original condition, and returned with original packaging where possible.

• The product should be unused and free from customer-caused damage.
• All included parts, accessories, manuals, and packaging should be returned if applicable.
• Proof of purchase or order reference may be required.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery at [email protected].

• Please include your order number, product details, and a description of the issue.
• Photos of the item and packaging may be requested to help with review.
• After review, we may offer a replacement, exchange, partial refund, or full refund depending on the situation.

Non-Returnable Items

Some items may not be eligible for return due to product nature, hygiene, safety, installation, or condition after delivery.

• Used, installed, altered, or damaged items caused by customer handling may not qualify.
• Items missing major components or original identifying details may be refused.
• Custom, special-order, clearance, or otherwise final-sale items may be non-returnable if stated at the time of sale.

Return Process

Before sending any item back, customers should contact our support team for return guidance.

• Email [email protected] with your order number and reason for the request.
• Wait for return instructions before dispatching the item.
• Pack the item securely to reduce the risk of damage during return transit.

Inspection and Approval

Returned items are subject to inspection once received. Approval of a refund, replacement, or exchange depends on the condition of the returned item and the reason for return.

• If the item matches the reported issue and meets policy conditions, the request may be approved.
• If the item shows use, damage, missing parts, or a different issue than reported, the request may be declined or adjusted.

Refunds

If a refund is approved, it will generally be issued using the original payment method where possible or another reasonable method communicated to the customer.

• Refund timing may vary based on payment channel, banking processes, and internal review.
• Original shipping charges may be non-refundable unless the return is due to our error or a confirmed defective or wrong item.
• If any deduction applies due to condition or missing parts, the customer will be informed where appropriate.

Exchanges and Replacements

Where stock is available and the request is justified, we may offer an exchange or replacement instead of a refund.

• Exchanges are generally subject to product availability.
• If a direct replacement is unavailable, we may discuss alternative options with you.

Shipping Costs for Returns

Return shipping responsibility may depend on the reason for the return.

• If the item was supplied incorrectly, arrived damaged, or is confirmed defective, we may assist with or absorb reasonable return shipping arrangements at our discretion.
• If the return is due to a change of mind or a customer preference issue, the customer may be responsible for return shipping costs.

Timing

Customers should report delivery problems or product issues as early as possible so that we can review and assist promptly. Delayed reporting may affect available remedies depending on the condition and type of item.

Order Cancellations

If you need to cancel an order, please contact us quickly. Cancellation may only be possible before processing or dispatch.

• Orders already shipped may need to follow the return process instead of direct cancellation.
• Approved cancellations may be refunded according to the payment status and processing stage.

Need Help

If you have questions about a return, refund, damaged item, or exchange, please contact Aqua Filter at [email protected]. For case-specific help, customers should contact support directly.