Returns & Refunds

We want you to be confident in every purchase. If something isn't right, here's how returns and refunds work at Aquora.

1. Your right to return

You may request a return within 14 days of receiving your order. To be eligible, items must be unused, in resaleable condition, and returned in their original packaging with any accessories and documentation.

2. Items we can't accept back

For safety and hygiene reasons, some items cannot be returned once opened or used, including:

• Pool and spa chemicals and water-treatment consumables.
• Made-to-order, cut-to-length or custom-specified items.
• Items showing signs of installation or use.

This does not affect your rights where an item is faulty or not as described.

3. How to start a return

Email hello@aquora.ae or use our contact page with your order number and the item(s) you'd like to return. We'll confirm the return address and next steps. Please don't send items back before contacting us.

4. Refunds

Once we receive and inspect your return, we'll process your refund to the original payment method, typically within 7–14 working days. The refund covers the price of the returned items; the original delivery charge is non-refundable unless the return is due to our error or a faulty product.

5. Return shipping

Unless the return is due to a fault or our error, you are responsible for the cost of returning items to us. We recommend a tracked service, as we cannot be responsible for items lost in transit back to us.

6. Faulty or incorrect items

If an item arrives damaged, faulty, or not as ordered, contact us within a reasonable time and we'll put it right — by repair, replacement or refund — at no cost to you. Many products also carry a manufacturer warranty, and we'll help you make a valid claim where one applies.

7. Cancellations

If you need to cancel before your order is dispatched, contact us as soon as possible and we'll cancel and refund it where it has not yet shipped.

8. Contact

Need help with a return? Email hello@aquora.ae or use our contact page.

Last updated: 2026.