Refund and Returns Policy

1. Scope of This Policy

Aqvia Bath supplies bathroom products including shower sets, kitchen and basin faucets, and bathroom accessories. Most orders are handled through inquiry, quotation, sample request or confirmed order communication.

This Refund and Returns Policy applies to product purchases arranged with Aqvia Bath through quotation, invoice, email, WhatsApp or other approved communication channels.

2. Sample Orders

Sample orders are usually arranged for product checking, market testing or quality evaluation before larger purchasing.

• If the sample arrives damaged, please contact us with photos, videos and package details as soon as possible.
• If the sample has a clear product quality issue, we will review the case and may offer replacement, partial refund or other agreed solution.
• Sample shipping fees may not be refundable unless otherwise agreed in writing.
• Color, finish and material differences caused by screen display, lighting or normal production tolerance may not qualify for refund unless they clearly differ from the confirmed specification.

3. Quantity Orders

For quantity orders, we recommend confirming product model, finish, quantity, packing, customization and shipping requirements before production or shipment.

• Once a confirmed order is prepared, packed or shipped, cancellation may not be available.
• Return or refund requests for quantity orders are reviewed based on confirmed order details, actual issue, evidence provided and agreed trade terms.
• For large quantity issues, solutions may include replacement parts, partial credit, discount on future order, product replacement or other agreed arrangement.
• Returned goods must be approved by Aqvia Bath before shipment and must follow the return instructions we provide.

4. Custom Products and Branding

Products with custom logo, custom packaging, special finish, special color, customized configuration or customer-specific requirements are made according to confirmed details.

• Customized products are generally not returnable for change of mind, market preference or incorrect customer-provided information.
• If a custom product is produced differently from the confirmed specification, please contact us with evidence for review.
• Logo artwork, packaging design, color, finish and product details should be checked and confirmed before production.

5. Damaged, Missing or Incorrect Items

If products arrive damaged, missing or different from the confirmed order, please contact us promptly.

Please provide:

• Order or quotation reference.
• Clear photos or videos of the product issue.
• Photos of outer carton, inner packing and shipping label.
• Quantity affected and description of the problem.
• Delivery receipt or carrier notes if visible damage was found upon delivery.

Please keep the original product and packaging until the issue is reviewed. Discarding packaging too early may make carrier or damage claims more difficult.

6. Product Quality Issues

If you believe a product has a quality issue, Aqvia Bath will review the issue based on the product type, confirmed specification, usage condition and evidence provided.

• We may request additional photos, videos or testing details to confirm the issue.
• If the issue is confirmed, possible solutions may include replacement parts, replacement product, partial refund, credit or other agreed solution.
• Issues caused by incorrect installation, misuse, improper storage, modification or unsuitable application may not qualify for refund or replacement.

7. Non-Returnable or Non-Refundable Cases

The following situations may not qualify for return or refund unless otherwise agreed in writing:

• Products returned without prior approval from Aqvia Bath.
• Customized products produced according to confirmed specifications.
• Products damaged due to misuse, incorrect installation, modification or improper storage.
• Normal color, finish or size tolerance within reasonable production range.
• Change of mind after order confirmation, packing or shipment.
• Shipping fees, destination taxes, customs duties, clearance fees or local charges, unless specifically agreed otherwise.
• Products with missing original packaging, missing accessories or incomplete return condition.

8. Return and Review Process

To request return, replacement or refund review, please follow this process:

• Contact Aqvia Bath by email or WhatsApp with your order or quotation reference.
• Describe the issue clearly and provide supporting photos or videos.
• Wait for our review and written response before returning any product.
• If a return is approved, follow the return address, packing and shipping instructions provided by Aqvia Bath.
• After returned goods are received and checked, we will confirm the next solution.

9. Refund Timeline

If a refund is approved, the refund method and processing time will depend on the original payment method, banking channel, currency and payment provider.

• Refunds may be issued to the original payment method or handled through another agreed method.
• Bank processing time, exchange rate difference and transaction fees may vary by country and payment provider.
• Any approved refund amount will be confirmed in writing before processing.

10. Contact Us

For return, replacement or refund questions, please contact Aqvia Bath with your order details and issue description.