Refund and Returns Policy
Effective Date: 11/23/2024
AquaLuxe Plumbing Fixtures
Website: https://aqualuxe.ca
At AquaLuxe Plumbing Fixtures, we are committed to providing exceptional customer service and ensuring your satisfaction with every purchase. This Refund and Returns Policy outlines the conditions under which you can return products and request refunds in compliance with Canadian laws, including the Consumer Protection Act. Please read this policy carefully before making a purchase.
We accept returns under the following conditions:
The product is unused and in its original packaging.
The product is returned within 30 days of the purchase date.
Proof of purchase (receipt or order confirmation) is provided.
If the product is defective, a full refund or replacement will be provided. Otherwise, a 25% restocking fee will be deducted from the refund, and the customer is responsible for return shipping costs.
If these conditions are met, AquaLuxe will process your return or refund as outlined in this policy.
Certain items cannot be returned, including:
Products that have been installed, used, or damaged after delivery.
Custom or special-order items specifically tailored for your needs.
Clearance, sale, or final-sale items explicitly marked as non-returnable.
If you have questions about a specific item’s eligibility for return, please contact our support team before purchasing.
a) Initiating a Return
To initiate a return, please contact us at:
Email: [email protected]
Phone: +1 647-325-9694
Provide the following details:
Your order number.
The product(s) you wish to return.
The reason for the return.
b) Return Shipping
You are responsible for the cost of return shipping unless the return is due to a mistake by AquaLuxe (e.g., wrong item shipped or defective product). AquaLuxe is not liable for items lost or damaged during return shipping.
c) Return Address
Details of the return address will be provided upon approval of your return request.
a) Refund Eligibility
Refunds are processed for items that meet the return conditions outlined in this policy. Refunds will not be issued for:
Items that do not meet the return eligibility criteria.
Return shipping fees, unless AquaLuxe is at fault.
A 25% restocking fee will be deducted for non-defective returned items.
b) Processing Time
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 business days and issued to the original payment method.
c) Partial Refunds
In some cases, partial refunds may be granted for returned items that show minor signs of use or damage, at AquaLuxe’s discretion.
If you receive a damaged or defective product, please contact us within 7 days of delivery. Provide:
Photos of the damaged item.
A description of the issue.
AquaLuxe will review your claim and may:
Offer a replacement.
Issue a full refund, including shipping costs.
Request the return of the defective product at no additional cost to you.
Exchanges are subject to product availability. If you wish to exchange a product, follow the return process to return the original item and place a new order for the desired product.
a) Order Cancellation by Customer
Orders can be canceled before they are shipped. To cancel your order, contact us as soon as possible at [email protected] or +1 647-325-9694.
b) Order Cancellation by AquaLuxe
AquaLuxe reserves the right to cancel orders due to unforeseen circumstances, such as stock unavailability or payment issues. In such cases, a full refund will be issued.
This Refund and Returns Policy complies with Canadian consumer protection laws, including the Consumer Protection Act. You have the right to receive goods of acceptable quality and as described. If these conditions are not met, AquaLuxe will work with you to resolve the issue promptly.
For questions or concerns about this Refund and Returns Policy, please contact:
Email: [email protected]
Phone: +1 647-325-9694
We value your trust and aim to make your shopping experience at AquaLuxe as seamless as possible. Thank you for choosing us for your plumbing fixture needs!