Seven-day returns for unused standard products; special rules for custom and installed systems
1. Standard-order cancellation
You may request cancellation of a standard product before dispatch by contacting us with the order number. No cancellation fee applies before dispatch. After dispatch, the request is handled as a return and any disclosed return-shipping cost may apply. An order cannot be cancelled merely by refusing delivery.
2. Seven-day return for standard products
You may request a return of an eligible standard product within seven calendar days after delivery if it is unused, uninstalled, unassembled, undamaged and complete with original packaging, accessories, manuals, labels and proof of purchase. Contact us before sending anything back. We will provide instructions and, where used, a return authorisation number.
A change-of-mind return may be refused or reduced only to the extent permitted by law if the product has been used, damaged, installed, altered or returned incomplete. This voluntary seven-day return does not replace statutory remedies for defective, unsafe, misdescribed or non-conforming goods.
3. Items not returnable for change of mind
custom-made, fabricated, cut-to-size, configured, personalised or specially procured products;
installed, assembled, used, altered or customer-damaged products;
opened nutrients, seeds, growing media, chemicals, hygiene-sensitive consumables or items whose seal has been broken;
live plants, perishable goods or products that deteriorate rapidly;
clearance or final-sale products clearly identified as such before purchase, to the extent permitted by law; and
services already fully performed with your approval.
These exclusions do not apply where a mandatory consumer remedy is available because the product or service is defective, unsafe, materially misdescribed or fails the agreed specification.
4. Custom and installed systems
Custom and installed systems are non-returnable for change of mind. A custom order may be cancelled before production starts only if AquaVeins confirms the cancellation in writing. We may deduct only disclosed or demonstrable design work, non-recoverable materials, third-party costs or other amounts lawfully due. Once production or special procurement begins, the custom order cannot be cancelled for change of mind.
If a custom or installed system has a verified defect or materially fails the written specification, AquaVeins will provide the remedy required by law and appropriate to the issue, which may include rectification, repair, replacement, price adjustment or refund.
5. Damaged, defective, missing or incorrect items
Contact us promptly with the order number, description of the issue and clear photographs or video where relevant. Reporting visible transit damage or shortage within 48 hours helps preserve evidence and speed up the carrier claim, but it does not remove a non-excludable statutory right. Do not discard the item or packaging until we advise you.
After assessment, we may arrange inspection, repair, replacement, supply of missing parts, collection or refund. If the item is confirmed defective, damaged in transit, incorrect or not as described, AquaVeins will bear reasonable return or collection costs.
6. Return shipping
For an approved change-of-mind return, the customer pays the actual return-shipping cost and remains responsible for secure packaging until the item reaches the designated return address. Original shipping charges are refundable only where required by law or where the return results from our error, a verified defect or transit damage for which we are responsible.
7. Inspection and refund amount
We will inspect returned goods within a reasonable time. Approved refunds cover the amount paid for the returned item and any other amount required by law. Lawful deductions may be made for missing parts, customer-caused damage or diminished value beyond what is necessary to inspect the item, but we will explain the deduction.
8. Refund method and timing
Approved refunds will normally be initiated to the original payment method within 7-10 business days after the returned item is received and inspected, or after cancellation is approved where no return is required. Banks and payment providers may take additional time to credit the amount. If the original method cannot be used, we will agree a lawful alternative after verifying the recipient.
9. Service and installation cancellation
A scheduled site visit or installation may be rescheduled or cancelled on notice. If personnel have already travelled, materials have been committed or work has begun, reasonable disclosed costs may be payable. If AquaVeins cancels a paid service it cannot reschedule within a reasonable period, we will refund the unperformed portion.
10. Cancellation by AquaVeins
We may cancel an order for unavailability, genuine pricing error, suspected fraud, legal or safety restrictions, inability to deliver, or force majeure. If we cancel an accepted paid order, we will refund the cancelled amount in full. We will not retain a cancellation charge for a cancellation initiated solely by us.
11. How to request a cancellation, return or refund
Contact [email protected] or call +91 6238041639.
Provide your order or invoice number, item, delivery date, reason and photographs where relevant.
Wait for written approval and return instructions before shipping the product.
Send the approved return to Door No.6 NH7 TO, Koroth Road, Azhiyur, Chombala Police Station, Vadakara, Kozhikode,673309, Kerala, India
12. Consumer rights and complaints
Nothing in this Policy excludes a right or remedy available under applicable consumer law. Grievances may be sent to [email protected]. We will acknowledge the complaint within 48 hours and aim to resolve it within one month. Customers in Maldives may also approach the Maldives Consumer Ombudsman where applicable.