RETURNED ORDERS AND REFUNDS

The right of withdrawal may be enjoyed only by consumers, namely by individuals having made the purchase for purposes not imputable to their professional, entrepreneurial or handicraft activity (purchase as private citizens)

If you placed an order for a physical product, you may withdraw from the contract, without apparent reason, within 14 days

To exercise the right of withdrawal you can:

  • Use the on line procedure, starting from Myaccount page selecting the order you want to send back
  • Use the standard form, but it is not mandatory

The withdrawal has to be returned at your expenses via express courier or post.
When the shipment will arrive we will reimburse automatically

Read the withdrawal regulation here or follow the instruction below to easily use the online procedure.

1. Ask for a withdrawal
Enter your Myaccount section, select the order to send back and than “withdrawal”. Fill the online form

2. Prepare the papers
We will send you via e-mail the proper form to be put into the box and the instruction for the shipment

3. Send your shipment
Put the product in the very same box of the original shipment. Cover the original address with the new one. Give the box to the courier

4. Wait to be reimbursed
We will reimburse you with the same payment method you originally selected as soon as we get the shipment

I changed my mind: can I return the product?

Yes, certainly. If you change your mind or in case there are any problems, you can decide to return the product you purchased and you will be refunded.

The withdrawal request must be submitted within 14 calendar days from the date of receipt of the order. You can submit the request directly from the My Account area: access the order details, click on “Withdrawal” and follow the simple instructions.

The right of withdrawal applies only to consumers, namely natural persons acting for purposes other than their business or professional activity, if any.

For further information, visit the Right of withdrawal page.

I made a purchase using my VAT number and I have changed my mind on a product. Can I return it?

The Right of Withdrawal is governed by the Consumer Code and it applies only to remote transactions between the seller and private, unprofessional consumers. Therefore, if you are a professional with VAT number or a company you may not enjoy the right of withdrawal. For further information, visit the Right of withdrawal page.

I returned a product. How will I be refunded?

If you paid with credit card or PayPal, we will request the cancellation of the transaction and the amount and you will be reimbursed the full amount. The time to availability of the amount depends exclusively on the banking system and may be as long as the scheduled deadline (24th day from the date of authorization). If the purchase was made with wire transfer, the refunded amount will be credited to the current account you provided in the withdrawal form you sent to us.

I received the wrong product

Don’t worry. Send an email to assistenza@aquolab.com with the order number and report the problem. Our Customer Service will contact you shortly to solve the problem

An item is missing from my parcel. What should I do?

Don’t worry. Send an email to assistenza@aquolab.com with the order number and report the problem. Our Customer Service will contact you shortly to solve the problem.

The order I received is damaged. What should I do?

We recommend to check the conditions of the packaging and products delivered when you receive the order. We take the utmost care and attention in packaging and shipping the parcels. However there may be some inconveniences beyond our control.

If the parcel is damaged or the sealing tape is not intact, please write on the delivery receipt “Goods subject to inspection due to…” with a description of the problem.

Then, write to assistenza@aquolab.com reporting the problem encountered.

If you can’t find your question, click here to contact Aquolab