Returns

We dispatch hundreds of orders every week, and there aren't many occasions our baths are returned to us. Unfortunately, sometimes things do go wrong, and if they do, we like to make sure you can return your order as easily as possible.

We have a dedicated returns department and a process in place. Our Customer Service team is also on hand to answer any further questions you might have. You might also be interested in reading the returns section of our Terms and Conditions.

HOW DO I ARRANGE A RETURN?

For all items you wish to return, please contact us first to request a Return Merchandise Authorization (RMA) form by telephone on +1 866 606 2782 x:2 or email: service@aquaticausa.com and follow our instructions:

  • Ensure your bath is well packaged. If not, ensure the packaging is sufficient, and the crate is reinforced. For proper crating instructions, please follow the attached crating manual, which will ensure safe transportation of your returned product to one of our distribution centers.
  • In order to ensure a good service, Aquatica will send its own carrier to collect the bath crate from you:
    • Wait for a call from our carrier
    • Set a pickup time that is convenient for you
    • Be home at the scheduled pickup time.

RETURNING UNWANTED/NON-FAULTY GOODS

Any item may be returned for any reason within 30 days of the date of receiving your order provided it remains in a saleable condition with original packaging. We will refund the price of the item after we have inspected the goods and confirmed the condition of the goods as appropriate for a refund.

Please follow our instructions to send your returns in by post only once you have received a Return Merchandise Authorization (RMA) confirmation from Aquatica. We will dispatch a professional logistics provider to your home to pick up your order. Please do not ship with any other carrier, which is not authorized by us.

  • All goods should be professionally packaged in a reinforced crate to avoid damage in transit. Goods should be in their original unused condition, complete with all original items like waste and overflow. Any bath that has been willfully damaged, scratched, neglected, modified or repaired shall be shipped back to the customer at their expense and/or no refund will be issued. For proper crating instructions, please follow the attached crating manual, which will ensure safe transportation of your returned product to one of our distribution centers.

Aquatica will charge the customer a restocking charge of at least 25% of the sales price in addition to all actual freight costs to compensate Aquatica for any goods that are returned in an unsaleable or incomplete condition. 

RETURNING FAULTY OR DAMAGED GOODS

If your goods arrive faulty or develop a fault within the warranty period, please call us immediately to arrange for free-of-charge at-home repair or replacement.

If you wish to return a faulty product to Aquatica, please first contact us to request an RMA form by telephone on +1 866 606 2782 x:2 or email: service@aquaticausa.com and follow the instructions to authorize the return of goods.

Please note; in order to ensure a good service, Aquatica sends its own carrier to collect the bath crate from you.


 

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