Refund policy

RETURN & REFUND POLICY
Last updated: 5th June 2026

At Aqua Health Products, we want you to be completely satisfied with your purchase. We know that occasionally a product isn't the right fit, or you simply change your mind. This policy explains when and how you can return or exchange an item, what you'll be refunded, and what to do if something arrives damaged, defective, or incorrect.
This policy forms part of, and should be read together with, our Terms of Service. Nothing in this policy limits any rights you may have under applicable consumer protection laws.

1. Return Window, Eligibility, and What You'll Be Refunded

You may return or exchange most products within 30 days of the delivery date. What you'll be refunded depends on the condition of the item when it comes back to us:

a) Unused, unopened, and unassembled - in resaleable condition.
Returned in the original, undamaged retail box and packaging, with all accessories, parts, manuals, and free gifts included, the item qualifies for a full refund of the product price (calculated as described below). We do not charge a restocking fee for items returned this way.

b) Opened, used, assembled, or not in resaleable condition.
If an item has been used or assembled, or is returned damaged through personal handling and cannot be resold as new, we will assess its condition and may offer a partial refund reflecting that condition. We'll tell you the assessed amount before processing, so there are no surprises.
To be eligible, your return must include proof of purchase (your order number or receipt) and a Return Merchandise Authorization (see Section 6).

c) Shipping and taxes. 
Outbound shipping and handling charges are non-refundable once an order has shipped, even where shipping was shown as "free" (in which case the actual shipping cost we incurred is deducted from your refund). You'll be refunded the sales taxes you paid on the returned product, but not the sales taxes paid on shipping and handling. This is consistent with our Terms of Service.

PLEASE NOTE: Some items can't be returned at all - see Section 3.

2. Damaged, Defective, Incorrect, or Lost Items

If your order arrives damaged or defective, you received the wrong item, or a tracked order is confirmed lost in transit, we'll make it right at no cost to you. Please contact us within 10 days of delivery (for lost shipments, as soon as you become aware) with your order number and, where applicable, photos of the item and its packaging. In these cases, we will arrange and pay for return shipping, or provide a prepaid label; and you may choose a free replacement (subject to availability) or a full refund, including any shipping you paid.
Please keep all original packaging until the matter is resolved. Some products may also be covered by a manufacturer or product warranty that extends beyond this return window - see our Warranty / Product Care policy [INSERT LINK].

3. Items That Cannot Be Returned

For health, hygiene, and safety reasons, filter cartridges or other consumables that have been used are generally not eligible for return or refund unless they arrive damaged, defective, or incorrect. The following also cannot be returned:

• Items marked "final sale," "clearance," or "non-returnable" at the time of purchase;
• Gift cards.

If you're unsure whether an item qualifies, contact us before purchasing or before requesting a return and we'll be glad to help.

4. Exchanges

If you'd like a different product, the simplest approach is usually to return the original item for a refund (per the conditions set out above) and place a new order through our website for the item you want, so you receive it as quickly as possible. If you'd prefer a direct exchange, contact us and we'll do our best to accommodate it, subject to availability and any price difference.

5. Order Cancellations

If you need to cancel an order, contact us as soon as possible by email at info@aquahealthproducts.com. We can usually cancel and fully refund an order before it has shipped. Once an order has shipped, however, it is handled under the return process defined below. As noted in our Terms of Service, we may be unable to accommodate cancellation requests after an order has been accepted and processed.

6. How to Initiate a Return or Exchange

You must request a Return Merchandise Authorization (RMA) number from us before sending anything back. Returns received without prior authorization may be refused or delayed.

• Contact us by email at info@aquahealthproducts.com, and include your order number and the reason for the return.
• Receive your RMA number and return instructions from our customer service team.
• Pack the item securely in its original packaging, including all parts and accessories, and write the RMA number directly on the shipping label so it is clearly visible.
• Ship the item back to the address we provide, using a trackable method. Keep your tracking number, aswe cannot process a refund for a return we don't receive.

Return shipping costs.
Return shipping is at the buyer's expense, except where the return is the result of our error (a damaged, defective, or incorrect item - see Section 2 above), in which case we cover it or provide a prepaid label. IMPORTANT: You are responsible for items until they reach us; we are not responsible for returns lost or damaged on their way back to us.

7. Refunds: Method, Timing, and Missing Refunds

Once we receive your return, we will inspect it and notify you of the outcome, usually within 3 business days. We then process approved refunds within 5-10 business days. Depending on your financial institution, it may take additional time for the refund to appear on your statement.  Refunds are issued to the original payment method whenever possible.

If a refund is late or missing: first check your account again and allow a few business days for processing; then contact your bank or card issuer, as posting times vary. If you've done both and still haven't received your refund, contact us at info@aquahealthproducts.com and we'll help track it down.

8. Your Consumer Rights

This policy is offered in addition to - and does not limit, exclude, or replace - any rights or remedies you may have under applicable consumer protection laws, including the laws of the Province of Québec. Where any term of this policy conflicts with a mandatory legal right that applies to you, that legal right prevails.

9. Contact Us

Questions about a return, exchange, or refund? We're happy to help.
Aqua Health Products Inc.
Email: info@aquahealthproducts.com
Phone: 1-877-411-AQUA (2782)

10. Changes to This Policy

We may update this Return & Refund Policy from time to time. The version posted on our website at the time of your purchase is the version that applies to that order.