Refund policy
At The AquaVive, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 7 days of receiving your order, subject to the eligibility conditions mentioned below.
1. Return Eligibility
To be eligible for a return:
- The return request must be submitted within 7 days from the date of delivery.
- The product must be unused, unopened, and in its original condition.
- The product must be returned with its original packaging, accessories, manuals, and other items supplied with the order.
- The product must not be damaged, altered, installed, or misused after delivery.
- A valid order number or proof of purchase must be provided.
Because our products are intended for personal and hygiene-related use, shower filters, shower heads, and other personal-use products that have been opened, used, or installed are not eligible for return, except where the product was received damaged, defective, or different from the product ordered.
2. Damaged, Defective, or Incorrect Products
Please inspect your order immediately after delivery.
If you receive a product that is:
- Damaged during transit
- Defective or not functioning properly
- Different from the product you ordered
- Missing any component or accessory
you must contact us within 48 hours of delivery.
Please email us at support@theaquavive.com with your order number and clear photographs or videos showing the issue.
After reviewing the information, if the product is eligible under this policy, The AquaVive will arrange a return and process a refund. We do not provide product replacements.
3. Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 7 days of delivery, provided that the product is unused, unopened, and in its original condition.
For change-of-mind returns, the customer is responsible for the applicable return shipping costs.
4. Non-Returnable Products
Returns will not be accepted for:
- Products that have been used or installed
- Opened personal-use or hygiene products
- Products damaged because of misuse, improper installation, negligence, or normal wear and tear
- Products returned without their original packaging or accessories
- Products returned after the 7-day return period
This does not affect your rights where the product is defective, damaged during delivery, or incorrectly supplied.
5. How to Request a Return
To request a return, email:
Please include:
- Your order number
- Full name
- Reason for the return
- Photos/videos of the product, where applicable
Our team will review your request and inform you whether the return has been approved.
Please do not ship any product back without receiving return instructions from The AquaVive.
6. Return Shipping
For eligible change-of-mind returns, the customer is responsible for the applicable return shipping charges.
If the return is because the product was damaged during delivery, defective, or incorrectly supplied by The AquaVive, we will bear the applicable return shipping cost.
7. Refunds
Once the returned product reaches us, it will be inspected to confirm that it meets the return eligibility requirements.
Once the return is approved, The AquaVive will initiate the refund within 2–3 business days.
The refund will be issued to the original payment method, wherever technically possible.
8. Refund Timelines by Payment Method
After The AquaVive initiates the refund:
Credit/Debit Card:
Refunds generally appear in the customer's account within 5–7 business days, depending on the card-issuing bank.
UPI:
Refunds generally reflect within 2–5 business days, depending on the customer's bank/UPI provider.
Net Banking:
Refunds generally reflect within 3–7 business days, depending on the customer's bank.
Digital Wallets:
Refunds generally reflect within 2–5 business days, depending on the wallet provider.
COD Orders:
For eligible COD returns, the refund will be processed through the refund method communicated by The AquaVive. Customers may be asked to provide valid bank account or UPI details. Once the refund is initiated, it generally reaches the customer's account within 3–7 business days, depending on the customer's bank/payment provider.
Important: The above timelines are estimated banking/payment-provider timelines. Once The AquaVive has initiated the refund, the final time taken for the funds to appear in the customer's account is controlled by the relevant bank, card issuer, UPI provider, or payment service provider.
9. Shipping and COD Charges
Original shipping charges and COD/handling charges may not be refundable for change-of-mind returns.
Where the return is due to a product being defective, damaged during delivery, or incorrectly supplied by The AquaVive, applicable charges will be reviewed and refunded where appropriate.
10. Partial Refunds
A partial refund may be issued if an eligible returned product has missing accessories, packaging, or other items, or if the product has been returned in a condition that materially affects its value.
11. Order Cancellation
Orders may be cancelled before dispatch, subject to our ability to process the cancellation.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may follow the applicable return procedure after delivery.
12. No Replacement Policy
The AquaVive does not offer product replacements under this Return and Refund Policy.
For an eligible damaged, defective, incorrect, or otherwise qualifying return, the product will be returned and the customer will receive a refund in accordance with this policy.
13. Late or Missing Refunds
If your refund has been approved and initiated but has not appeared within the applicable timeframe:
- Check your bank/card/wallet account.
- Contact your payment provider or bank.
- If the refund is still not visible, contact us at support@theaquavive.com.
Please provide your order number so that we can check the refund status.
14. Contact Information
The AquaVive
Address: H.no 28, Shahjahanabad, Bhopal, Madhya Pradesh, India
Email: support@theaquavive.com
For any return or refund-related questions, please contact us at support@theaquavive.com.
15. Policy Updates
The AquaVive may update this Return and Refund Policy from time to time. Any changes will be published on this page with the revised Last updated date.
The AquaVive
H.no 28, Shahjahanabad, Bhopal, Madhya Pradesh, India
support@theaquavive.com
