Refund policy

At AquaShelter, customer satisfaction is our priority. We understand that sometimes a product may not meet your expectations, and we strive to make the return and refund process simple, fair, and transparent.

Please read the following policy carefully before submitting a return request.

1. 30-Day Return Guarantee

We proudly offer a 30-day return and refund policy.

You may request a return within 30 calendar days after receiving your order.

2. Eligible Returns

To qualify for a return, items should:

  • Be returned within 30 days of delivery.
  • Be unused or only lightly inspected.
  • Be in their original condition whenever possible.
  • Include original packaging whenever available.
  • Not show signs of intentional damage or misuse.

We understand that packaging may occasionally be opened for inspection, and reasonable handling will not automatically disqualify your return.

3. Free Returns

AquaShelter provides free returns for eligible orders.

If your return request is approved, our support team will provide detailed instructions for completing the return process.

Please do not send items back without first contacting us.

4. Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged during shipping
  • Defective
  • Incorrect
  • Missing items

Please contact us within 7 days of delivery.

Whenever possible, include:

  • Your order number
  • Photos of the product
  • Photos of the packaging
  • A brief description of the issue

We will evaluate the situation promptly and provide an appropriate solution, which may include:

  • A replacement
  • A partial refund
  • A full refund

5. Order Cancellation

Orders may be cancelled before they have entered processing or shipment.

If your order has already been shipped, it can no longer be cancelled. However, you may still request a return after delivery under this policy.

6. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued using your original payment method.

Most refunds are processed within 5–10 business days, depending on your payment provider.

7. Non-Returnable Items

The following may not be eligible for return unless they arrive damaged or defective:

  • Personalized or customized products
  • Items intentionally damaged after delivery
  • Products showing excessive wear due to misuse
  • Gift cards (if applicable)

8. Exchanges

If you received a defective or incorrect product, we are happy to arrange an exchange whenever inventory is available.

Please contact our support team before returning the item.

9. Late or Missing Refunds

If you have not received your refund after the expected processing period:

  • Check your bank account.
  • Contact your credit card provider.
  • Contact your bank, as processing times may vary.

If you still require assistance, please contact us at:

Email: support@aquashelter.store

10. Contact

If you have any questions regarding this Return & Refund Policy, please contact us:

AquaShelter.store

Address: 401-2511 Quebec St, Vancouver, BC V5T 0B6, Canada

Phone: +1 (587) 998-4166

Email: support@aquashelter.store