At Aquatic Facilities Services Pte Ltd, we are committed to delivering high-quality products and customer satisfaction. This Refund & Return Policy explains the conditions under which returns, refunds, and exchanges may be accepted.
1. General Eligibility for Returns
To qualify for a return or refund, you must meet the following criteria:
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A return request must be submitted within 7 days of delivery.
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Product must be:
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Unused and in original packaging
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In the same condition as received
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Accompanied by proof of purchase (order number, invoice)
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Custom-built, installed, or IoT-activated products are not eligible for return once installed or activated, unless found to be defective under warranty.
2. Non-Returnable Items
The following items are not eligible for refund or return:
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Products that have been installed, activated, or customized
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Chemicals or consumables (e.g., chlorine tablets, filter media) once opened
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Software, digital subscriptions, or IoT service plans
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Clearance or promotional items marked “Non-Returnable”
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Products damaged due to improper installation not conducted by our authorized technicians
3. Return Process
To initiate a return:
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Email info@aquatic.asia with your order number, reason for return, and photos (if applicable).
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Our team will review your request and provide return authorization if approved.
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Returned items must be shipped or delivered to our designated location within 5 business days of approval.
📌 Return shipping costs are the responsibility of the customer unless the product is defective or an incorrect item was delivered.
4. Refund Options
If eligible, you may receive:
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Full refund (only if product is defective or wrong item shipped)
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Partial refund (for eligible unused returns, subject to inspection)
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Store credit (optional, may be provided for faster processing)
Refunds will be processed to the original payment method (HitPay or bank transfer) within 7–14 business days after inspection.
5. Defective, Faulty, or Damaged Items
If your item is damaged or malfunctioning upon delivery:
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Notify us within 48 hours
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Provide photos or video as evidence
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If verified as defective, we will arrange a replacement, repair, or refund at no additional cost
Products that fail after installation will be covered under manufacturer’s warranty terms, not this refund policy.
6. Warranty Claims
For items covered under warranty:
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Repairs or replacements will be conducted based on warranty terms.
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Refunds are not provided once the product has been installed or activated, unless deemed irreparable by the manufacturer.
7. Returns for IoT & Smart Devices
Due to activation and cloud connectivity considerations:
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Once a device has been paired with an app or registered to a user account, it is considered “used” and cannot be returned, unless defective.
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Firmware-related issues will be resolved via updates or technical support.
8. Cancellation Policy
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Orders may be cancelled before dispatch for a full refund.
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Once shipped or installed, cancellation is no longer allowed.
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Pre-ordered items may be cancelled only if they have not been processed.
9. Exchange Policy
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Exchanges are permitted only for unopened items of equal or greater value (price difference to be paid by customer).
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For defective products, exchanges will be processed under warranty.
10. Contact for Returns & Refunds
📧 Email: info@aquatic.asia
🕒 Operating Hours: Monday – Friday, 9:00am – 6:00pm (SGT)