Refund policy

We have 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at acquaepure@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at acquaepure@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at acquaepure@gmail.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

# 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](mailto: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.