Refund and Returns Policy

At Aquvane, we value your satisfaction and strive to make your shopping experience as smooth and reliable as possible. Each product undergoes careful quality inspection before leaving our warehouse. However, if you are not completely satisfied with your purchase, we offer a fair and transparent return and refund process to ensure your confidence in shopping with us.

1. Eligibility for Returns

We accept returns for eligible products within 30 days of delivery. To qualify for a return, the item must meet the following conditions:

• The product must be unused, undamaged, and in its original packaging.
• All accessories, manuals, and included components must be returned with the product.
• The product must not show signs of installation, modification, or wear.

Items that fail to meet these criteria may be subject to a partial refund or rejection of the return request.

2. Non-Returnable Items

Some items are not eligible for return due to hygiene, safety, or customization factors. These include:

• Customized or special-order faucets.
• Items marked as “Final Sale” or “Non-Returnable.”
• Consumable parts such as water filters, cartridges, and installation tools once opened.

If you are unsure whether your item is eligible for return, please contact our support team before shipping it back.

3. Return Procedure

To initiate a return, please follow these steps:

• Contact our support team at [email protected] with your order number, product details, and the reason for return.
• Our team will provide you with a return authorization and detailed instructions for shipping the item back.
• After approval, pack the product securely to prevent damage during transit and send it to the address provided by our support team.

Unauthorized returns or shipments sent to the wrong address may not be processed for refunds.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a manufacturing defect, incorrect item received, or other verified issue caused by Aquvane. We recommend using a trackable shipping service to ensure safe delivery of returned items.

In cases where a refund is approved due to a product defect or wrong item, Aquvane will cover the cost of return shipping or provide a prepaid return label.

5. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days to the original payment method. Depending on your payment provider, it may take additional time for the funds to appear in your account.

Partial refunds may be issued in certain cases, such as when the product shows signs of use, missing components, or damage not caused during shipping.

6. Exchanges

We currently do not offer direct product exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the replacement. This ensures faster processing and better tracking of your purchase.

7. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. Provide photos or videos clearly showing the issue, along with your order number. We will review the claim and may offer a replacement, refund, or store credit, depending on the situation.

We take great care in packaging to minimize the risk of damage, but accidents in transit can occur. Our customer service team will handle such cases promptly and professionally.

8. Order Cancellations

Orders can only be canceled before they have been processed or shipped. Once an order has entered the fulfillment stage, cancellation requests cannot be accommodated. If your order has already shipped, you may still request a return once the package arrives, in accordance with our standard return policy.

9. Late or Missing Refunds

If you have not received your refund after the processing period, please first check with your bank or credit card provider, as posting delays may occur. If the issue persists, contact our support team with your transaction details, and we will assist you in verifying the refund status.

10. Warranty and Quality Assurance

All Aquvane faucets and accessories are covered by our quality assurance policy. In the unlikely event that you experience a defect after installation, please contact our support team with details. We may request additional documentation to evaluate whether the issue falls under our warranty coverage.

11. Contact Information

For all refund, return, or product quality inquiries, please reach us at:
Email: [email protected]
Mailing Address: Room 209, No. 28 Lianglong South Street, Huashan Town, Huadu District, Guangzhou City, Guangdong Province, China

Your satisfaction is our priority. At Aquvane, we believe in long-term trust, durable products, and transparent service. We thank you for giving us the opportunity to serve your home and workspace with quality and care.