We offer a 30-day return policy, which means you have 30 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—unopened, with tags, and in its original packaging. A receipt or proof of purchase is also required.
Return Process (Step-by-Step)
To initiate a return or refund request, please follow the process below:
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Has your order shipped?
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❌ Not shipped yet: We will cancel your order and issue a full refund within 3 business days.
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✅ Already shipped:
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Has it been delivered?
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❌ Not delivered yet: You may refuse the package upon delivery. Once the product is returned to our warehouse, we will process the refund.
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✅ Delivered:
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What's the reason for the return?
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✅ Objective reasons (e.g., product defect, wrong item): You will receive a prepaid shipping label, and the return will be free of charge.
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✅ Subjective reasons (e.g., ordered wrong product, changed mind):
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If unopened, a 10% restocking fee applies.
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If opened, the return will not be accepted due to the product being unsellable.
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Note: For all returns, we will provide a prepaid return shipping label. Please ship all items in your order back to us using the instructions provided.
Free Returns (Eligible Scenarios)
We offer free returns in the following situations:
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Product Quality Issues
Examples: damaged item, malfunction, leaking, motor not working, etc.
(If logistics damage accessories, we will send replacement parts for free.) -
Item Not as Described
For example: wrong model, wrong color, or product mismatch. -
Damaged During Transit
Includes packaging damage or internal breakage. -
Wrong Item or Quantity Shipped
The received item is incorrect or the quantity does not match the order.
Subjective Returns (10% Restocking Fee Applies)
Returns based on personal reasons (not related to product defects) will be accepted only if the item is unopened and will incur a 10% restocking fee. Examples include:
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Ordered the wrong product/model (e.g., wrong voltage, size, connector)
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Changed your mind or no longer need the product
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Found a cheaper alternative after purchase
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Order not approved by family, supervisor, or organization
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Product did not meet subjective expectations (look, feel, sound, etc.)
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Payment errors or duplicate orders
How to Start a Return
To request a return, please email service@aquastrong.co.
If your return is accepted, we’ll send you a prepaid return shipping label and detailed return instructions.
Returns without prior approval will not be accepted.
Damaged or Incorrect Items
Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate and resolve the issue.
Exchanges
The fastest way to get the right item is to return the one you have. Once the return is accepted, you may place a new order separately.
Refunds
After receiving and inspecting your return, we’ll notify you of the refund status.
If approved, your refund will be automatically issued to your original payment method within 10 business days.
Your bank or credit card provider may take additional time to process and post the refund.
If it's been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at service@aquastrong.co.
