Returns & Exchanges and Refund Policy
If you are not 100% satisfied with your purchase, you can return it to us within 30 days without processing fees.
CONDITIONS FOR RETURNS/EXCHANGES
To ensure a smooth return process, please inspect your item as soon as it arrives. Before removing any tags/factory tape and before wearing it, ask yourself the following questions:
- Is the item working perfectly?
- Is it in good condition?
If your answer to either question is "no" then the watch or item must be repackaged immediately in order to be eligible for a return. Returned items must be received in new, unused and re-sellable condition. The original packaging and any protective coverings and product information must still be on the product and in the packaging.
Returns that are soiled, damaged or altered may not be accepted and may be sent back to the customer.
If you are returning an item for exchange, our team will need to confirm the item you would like to receive instead. As soon as your returned package is processed, we will reach out with details regarding the exchange.
Returns received after 30 days of original receipt may be accepted at the discretion of AQUO and will be for store credit only. Returned items which were purchased as gifts will be dealt with on an individual basis.
Please note that as per AQUO LLC policy, we accept returns and refunds for only regular priced items and sale items cannot be refunded. However, please contact us with further details about why you want to return/exchange the items purchased and we will try our best to assist you.
Shipping costs of returned items (wherever applicable) are non-refundable, and the customer will be responsible for the shipping costs for returning your items. We can assist with arranging the return shipping, and the cost will be deducted from your refund amount.
HOW TO MAKE A RETURN/EXCHANGE
Please contact our Customer Support for any returns/exchanges. Once we receive your returned item, we aim to process it straight away, although this may take up to seven days. Refunds may take up to 10 business days to clear, but may take longer to appear on your bank or credit card statements. All refunds will be processed through the original mode of payment.
WRONG, DAMAGED OR DEFECTIVE
We ensure that the products delivered to you are of the best quality and without any damage or defect. However, if there is an issue with the product itself due to defects in the mechanism or materials of the products purchased, please contact email@example.com right away so we may replace it for you. Items that require repair may take up to four weeks to process, but are usually much quicker. If you have any questions please reach out to firstname.lastname@example.org.
We can accept cancellation of an order before it has been shipped out. Once the items have been handed over to the courier, the order will be considered as fulfilled, and the order will be treated as a returned item.
If the order is placed before 12 PM, then the cancellation needs to be communicated to our team before 2 PM the same day.
If the order is placed after 2 PM, then the cancellation needs to be communicated to our team by 10 AM the next day.