AquaBanas has a 15-day return policy, which means you have 15 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, unopened and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at esales@AquaBanas.com and send a picture of the unopened box(es) to receive a Return Authorization (RA) number. Please note that returns will need to be sent at the customer’s expense to the following address:
8600 Commodity Circle, Suite 160
Orlando, FL 32819
If your return is approved, we’ll send you a return shipping label to print and tape over the label that is on the box(es) as delivered by us. Items sent back to AquaBanas without first requesting a return authorization number will not be accepted. AquaBanas will not pay any inbound freight for any returns unless specifically authorized and agreed to by the CEO of the company.
You can always contact us for any return question at esales@AquaBanas.com.
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item has any visible damage to the packaging, or if you have received the wrong items. If the packages are damaged, please take multiple photos of the packages from all sides and make notes of the damage on the bill of lading when signing for the driver.
Immediately contact us at 407-408-9282, or via e-mail at esales@AquaBanas.com to let us know. We will ask you to send us detailed photos of the damages and a copy of the bill of lading with your notes of the damage so that we can start a review of the situation.
Exceptions / non-returnable items – Custom Design Exclusion
Custom designed products are non-refundable. This includes anything that is a custom color, a Pantone color, a custom shape or modification from standard, and anything that has a custom logo on it.
Depending on the item being returned, we may be open to an exchange on a case-by-case basis. In most cases however, there are no exchanges available.
European Union 14 day cooling off period
Notwithstanding the above, if your products are not Custom Designs, any product being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase. The customer is responsible for all Freight Charges, Duties, Taxes, VAT and Tariffs that may apply in either and/or both directions.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at esales@AquaBanas.com.