Refund policy

Return & Refund Policy

12 months, no question asked. Not bad, huh? During this time, you can return your swimming goggles / cap even if you’ve worn them when swimming across the ocean!
 
To return your product, you should first request a return label at contact@aqtivaqua.com.
You will be responsible for paying for your own shipping costs for returning your item. Priority shipping costs are non-refundable. If you receive a refund, the cost of priority shipping will be deducted from your refund.
 
It can take up to 25 days for an item to reach us once you return it. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account.

To be eligible for a return, your item must be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Adjustment for Returns Affecting Free Shipping Eligibility

Our commitment to providing free expedited shipping is contingent upon the final order value meeting certain thresholds. In cases where a customer returns part of an order, thus reducing the total order value below the free shipping eligibility threshold, the following policy applies:

  • Recalculation of Shipping Costs: Should the value of your returned items cause the final amount of your order to fall below our specified free shipping thresholds ($35 for USA, EUR 35 European Union, $40 for Canada, and £30 for the UK), the full cost of shipping will be deducted from your refund amount. This ensures fairness and consistency in our shipping policy.

  • Refund Adjustments: The refund issued will be the total amount paid minus the original shipping cost. This cost reflects the expense incurred in delivering the order to you.

  • Order Value Calculation: The recalculated order value will be based on the sum of the items retained by the customer. Items returned will not count towards this total.

We advise customers to consider this policy when deciding to return items. This measure is in place to maintain the integrity of our free shipping offer, ensuring that it remains available to customers who make qualifying purchases.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@aqtivaqua.com.