Refund & Return Policy
At AquaWel, we stand behind every filter with a simple, fair policy. If AquaWel isn’t right for you, you’re covered by our 15-day money-back guarantee — even if you’ve installed and used the filter.
1. 15-Day Money-Back Guarantee
Coverage: Contact us within 15 days of delivery for a full refund of the product price, for any reason — including if you have installed and used the filter, or if it doesn’t fit your shower.
How to claim: WhatsApp us at +65 8797 9966 or email order@aquawel.co with your order number and a photo of the filter (installed or in its box). You don’t need to send back a filter you have used.
Multi-filter packs: the guarantee covers the whole pack. Please return any filters that are still sealed in their packaging. We’ll arrange the return pickup and pay the return postage.
Refund: made to your original payment method once your claim is confirmed. Delivery is free, so there are no shipping charges to deduct.
Limit: one money-back claim per household. First-Time Trial orders that are refunded are not eligible for the trial vouchers.
2. Manufacturing Defects (15-Day Warranty)
We have extended our defect reporting window to ensure your peace of mind.
Coverage: If your product arrives damaged or develops a fault due to a manufacturing defect (e.g., housing cracks, leaks from the seal) within 15 calendar days of delivery, we will replace it free of charge.
Exclusions: This warranty does not cover damage caused by misuse, dropping the unit, improper installation (over-tightening), or normal wear and tear.
How to Claim: Please email our support team at order@aquawel.co with your order number and a photo/video of the issue.
3. Used Filters & Change of Mind
For hygiene reasons, used filters cannot be resold, which is why we don’t ask you to send back a filter you have used under the 15-day money-back guarantee — a photo is enough.
After 15 days from delivery, we are unable to offer change-of-mind refunds. Manufacturing defects reported within 15 days are covered as described in section 2.
4. Cancellations & Address Responsibility
Cancellations: You may cancel any standard order before it has been shipped. Please contact support immediately. Once a tracking number is generated, the order is locked and cannot be cancelled.
Shipping Address: Customers are responsible for entering the correct delivery details. Aquawel is not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an address error, a re-shipping fee will apply.
5. Cancellations
If you wish to cancel an order before it has been shipped or delivered, please contact our customer support team as soon as possible. We will make every effort to accommodate your request. Once an order has been shipped or delivered, it can no longer be canceled.
6. Sale & Promotional Items
Our regular promotions (for example 10.10 and 11.11 sales) are covered by the 15-day money-back guarantee. Only items clearly marked “Final Sale” at the time of purchase are non-refundable, unless verified as defective under the 15-day warranty.
Contact Us
For all support requests, compatibility checks, or warranty claims, please contact our team at: order@aquawel.co or WhatsApp +65 8797 9966