RETURN AND REFUND POLICY

🔄 Return & Refund Policy

At Aqualum, we truly value every customer and want you to feel completely confident shopping with us. We understand that sometimes a product may not be the right fit, and we are committed to making the return and refund process as clear and fair as possible. Please read the details below carefully before initiating a return.

🛍️ Returns

We accept returns within 14 days of delivery. To qualify:

  • Items must be unused, unopened, and in their original packaging.

  • Products that have been opened, used, or tampered with cannot be returned due to hygiene and safety regulations.

  • Returns are only accepted for products purchased directly from our official website. If you purchased through a third-party retailer, please contact them directly.

If your order arrives damaged, defective, or incorrect, you are fully eligible for a return or replacement at no cost to you.

💰 Refunds

Once your returned item is received and inspected, we will notify you by email. We will let you know if your refund has been approved or denied.

  • If approved, the refund will be processed to your original payment method within 5–10 business days.

  • Refund times may vary depending on your bank or payment provider.

  • Original shipping costs are non-refundable, unless the error was caused by us (wrong item sent, damaged product, etc.).

🔄 Exchanges

We only replace items that are defective, damaged, or sent in error. If you need an exchange for the same product, please email us at aqualum207@gmail.com with your order number and photos of the issue.

🚚 Return Shipping

  • For standard returns, customers are responsible for return shipping fees.

  • If the return is due to a damaged, defective, or incorrect item, Aqualum will cover all return shipping costs.

  • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.

⚠️ Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Opened or used skincare products.

  • Gift cards, promotional items, or free samples.

  • Products not purchased directly from the official Aqualum store.

📦 Order Cancellations

Orders may be canceled within 12 hours of purchase, provided they have not yet been processed or shipped. Once shipped, the standard return process will apply.

📩 Contact Us

We’re here to help with any questions regarding returns, refunds, or product concerns. Please contact us through the following channels:

📧 Email: aqualum207@gmail.com
📞 Phone: +65 8129 7969
📍 Mailing Address: Aqualum, 348 Kang Ching Road, Singapore, 610348, SG

Our support team will respond within 24–48 hours during business days.