Return & Refund Policy
Last Updated: July 2026
At Acqua Épure, we strive to ensure that every customer is satisfied with their purchase. If you are not completely happy with your order, please review our return and refund policy below.
1. Return Window
Customers may request a return within 14 days of receiving their order.
Any return request submitted after 14 days from the delivery date may not be accepted.
2. Eligibility for Returns
To be eligible for a return, all items must:
* Be unworn, unused, and unwashed
* Be in their original condition
* Have all original tags attached
* Be free from stains, odors, damage, or signs of use
* Be returned in the original packaging whenever possible
We reserve the right to refuse returns that do not meet these requirements.
3. Non-Returnable Items
The following items are not eligible for return or refund:
* Final sale or clearance items
* Gift cards
* Promotional giveaway items
* Items returned without prior authorization
* Products showing signs of wear, washing, alteration, or damage caused by the customer
4. How to Request a Return
To initiate a return, please contact our customer support team at:
[acquaepure@gmail.com]
Please include:
* Your order number
* The item(s) you wish to return
* The reason for the return
* Photos if the item is damaged or incorrect
Once your request has been reviewed and approved, we will provide detailed return instructions and the return address.
Please do not send any items back without receiving return authorization from our team. Unauthorized returns may not be accepted.
5. Return Address
Approved returns must be sent to our designated return facility in Hong Kong.
The return address will be provided after your return request has been approved.
6. Return Shipping Costs
Unless the product is defective, damaged upon arrival, or the wrong item was sent, customers are responsible for all return shipping costs.
Please note:
* Return shipping fees to our Hong Kong return facility are the responsibility of the customer.
* Original shipping charges are non-refundable.
* Customs duties, taxes, and import fees (if applicable) are non-refundable.
* We strongly recommend using a trackable shipping service, as Acqua Épure is not responsible for packages lost during return transit.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please provide:
* Your order number
* A description of the issue
* Clear photos showing the problem
After verification, we will provide an appropriate solution, which may include a replacement, store credit, or full refund at no additional cost to you.
8. Refund Process
Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, refunds will be issued to the original payment method used for the purchase.
Please allow 5–10 business days for the refund to appear in your account after it has been processed.
Processing times may vary depending on your bank, credit card issuer, or payment provider.
9. Order Cancellation
Orders may be canceled within 12 hours of purchase.
Once an order has been processed or shipped, it can no longer be canceled and must follow the standard return procedure.
10. Refused Deliveries
If a customer refuses delivery or fails to receive a package resulting in the package being returned, any return shipping fees, customs charges, or carrier handling fees incurred may be deducted from the refund amount.
11. Exchanges
At this time, we do not offer direct exchanges.
If you would like a different size or color, please return the eligible item and place a new order.
12. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Email: [acquaepure@gmail.com]
We aim to respond within 24–48 business hours.