1. Product Categories
Our products are divided into the following categories for the purpose of returns and exchanges:
Swimwear / Bikinis
All swimwear, including bikinis and related swimwear products, is non-returnable and non-exchangeable due to hygiene considerations.
This means swimwear cannot be returned or exchanged for reasons including change of mind, size, fit, colour, design preference, or any other personal preference.
However, if you receive swimwear that is damaged, defective, faulty, or incorrect, please contact us within 3 days of delivery. Such cases will be reviewed and may be eligible for a replacement or refund after verification.
Accessories
Eligible accessories can be returned within 7 days from the date of delivery, subject to the conditions mentioned in this policy.
Eligible accessories can also be exchanged for a different size or design, subject to availability and the conditions below.
2. Return Window for Accessories
Eligible accessories must be returned within 7 days from the date of delivery.
Requests received after the applicable return period will not be accepted.
3. Return Limit
Customers may return up to 2 products in total across all orders.
Once a customer has returned 2 products, no further returns will be accepted.
Size or design exchanges remain available for eligible accessories, subject to this policy.
4. Return Charges
Return charges are ₹150 per product, covering shipping costs associated with the return.
If the customer is required to ship the product to our warehouse using their own courier because a pickup is unsuccessful or the location is not serviceable, the return charge will be reduced to ₹50 per product, subject to the conditions below.
5. Return Request
When submitting a return request for an eligible accessory, customers must upload clear photographs showing all parts of the product.
Where applicable, photographs should show the complete product, packaging, and any components supplied with it.
Missing or unclear photographs may result in the return request being rejected.
If a return request is rejected, the customer will receive an email notification and may contact us or submit a new request within 3 days of the rejection email.
No request will be entertained after the applicable deadline.
6. Pickup & Shipping
Once a return request is approved, our courier partner will attempt to collect the product within approximately 2–3 working days.
If the pickup does not take place within this period, please contact us so that we can escalate the matter with the courier partner.
If pickup is unsuccessful after multiple attempts, or if the customer’s location is not serviceable, the customer will be required to ship the product to our warehouse.
The customer must ship the product within 3–4 days of receiving notification and share the tracking details with us.
In such cases, the applicable return charge will be reduced to ₹50 per product.
7. Return Packaging
Products should preferably be returned in the original delivery bag.
If the original delivery bag is unavailable, the product should be securely packed in a clean polybag or suitable packaging.
All components supplied with the product must be returned.
8. Product Condition
Eligible accessories will only be accepted for return if they are:
- Unused
- Unworn
- Unwashed
- In their original condition
- Free from marks, stains, damage, or signs of use
- Returned with all original components
Partial returns, missing items, used products, or products with marks or damage may not be eligible for return or refund.
If a return is rejected because the product does not meet these requirements, the product may be sent back to the customer and ₹100 may be charged towards courier charges.
9. Refund Processing
Once the returned product has been received and successfully inspected, the refund process will be initiated.
We will take a maximum of 8–10 days to initiate the refund from the date of return pickup, subject to receipt and inspection of the product.
For prepaid orders, once the refund has been initiated, it may take up to 4–5 days for the amount to reflect in the customer’s bank account, depending on the payment provider or bank.
10. Non-Refundable Charges
Express delivery charges are non-refundable.
Applicable return shipping charges may also be deducted from the refund amount as specified in this policy.
11. Own Courier
Customers may choose to use their own courier service to return an eligible accessory.
Aqua Aura will not be responsible for loss, damage, delay, or incomplete delivery caused by a customer-selected courier service.
Customers should retain the courier tracking information until the return has been successfully processed.
12. Exchange Policy for Accessories
Eligible accessories may be exchanged for:
- A different size; or
- A different design/product, subject to availability.
Swimwear and bikinis are not eligible for exchange.
13. Exchange Charges
Exchange charges are ₹100 per product.
Any applicable additional shipping charges will be communicated during the exchange process.
14. Exchange After a Completed Exchange
Once an exchange has been completed for a particular accessory, no further return or exchange will be permitted for that same item.
15. Exchange Dispatch & Delivery
Once the exchange request has been approved and the original product has been successfully picked up, the replacement product will be dispatched.
The exchanged product is generally delivered within approximately 6–7 days after dispatch.
Customers may opt for express delivery where available and subject to additional applicable charges.
The overall exchange timeline is generally expected to be a maximum of 8–10 days from submission of the exchange request, subject to courier and operational conditions.
16. Exchange for a Lower-Value Product
Customers may exchange an eligible accessory for another eligible product of lower value.
However, the difference in value will not be refunded.
17. Damaged, Defective or Incorrect Products
If you receive a damaged, defective, faulty, or incorrect product, you must notify us within 3 days of delivery.
Please provide clear photographs and any other information requested by our customer support team.
After verification, Aqua Aura may provide an appropriate resolution, which may include replacement or refund depending on the circumstances.
18. Pickup Attempts
Our courier partner may attempt pickup 2–3 times.
If pickup cannot be completed because the customer is unavailable, the customer may be required to ship the eligible product to our warehouse to remain eligible for the return/exchange process.
In such cases, the applicable return charge will be reduced to ₹50 per product.
19. Pickup Address
Once a return or exchange pickup has been arranged, the pickup address and contact details cannot be changed.
If you are travelling outside the city/country or are otherwise unavailable at the registered pickup address, you will need to send the eligible product to our warehouse to remain eligible for the applicable return/exchange process.
The return charge will be reduced to ₹50 per product in such cases.
20. Cancellation Policy
Customers may cancel their order fully or partially before the order is released for dispatch or shipped.
Cancellation requests can be submitted through our customer support email or other channels made available by Aqua Aura.
Once the product has been released for dispatch or shipped from our delivery location, cancellation may not be accepted.
For approved cancellations, the applicable refund will be processed according to this policy.
Payment gateway charges may be deducted from the refund amount. These charges are approximately 2.35% of the product/order value, depending on the payment method.
21. Short Delivery
If an order is prepaid and any part of the order is short delivered due to an operational issue, the corresponding value of the undelivered product will be refunded through the applicable payment method.
22. Important Conditions
A return, refund, or exchange will only be processed after the returned product has been received and inspected where applicable.
Aqua Aura reserves the right to reject requests that do not meet the conditions of this policy.
Swimwear and bikinis remain strictly non-returnable and non-exchangeable except where Aqua Aura determines that the product is damaged, defective, faulty, or incorrectly delivered.