Refund & Return policy

At Living Aqua Ltd, customer satisfaction is our priority. We take great pride in the quality of our products and want you to feel confident when shopping with us. If for any reason your order does not meet expectations, we offer a clear and fair refund and return policy in line with UK and EU consumer protection laws.


1. Return Eligibility

You may request a return within 30 days from the date of delivery. To be eligible, the following conditions must be met:

  • The item must be unused, undamaged, and in the same condition that you received it.
  • Products should be returned in their original packaging, including all accessories, manuals, and promotional items (if any).
  • Proof of purchase (order confirmation, receipt, or invoice) must be provided.

If your return is approved, you can choose between a replacement, a store credit, or a full refund to your original payment method.

⚠️ Items returned without first contacting our support team will not be accepted. Please email us at returns@livingaqua.com to initiate your return.


2. Non-Returnable Items

For health and safety reasons, certain items cannot be returned once opened:

  • Products that have been used or show signs of wear.
  • Custom or personalised orders.
  • Digital goods, gift cards, or promotional giveaways.
  • Final sale items or products marked as “non-returnable” at checkout.


3. Damaged, Defective, or Incorrect Products

We carefully inspect and package all items before shipping. However, in the unlikely event that your order arrives damaged, defective, or incorrect:

  • Please notify us within 7 days of delivery.
  • Provide clear photos or videos of the damage/defect along with your order details.
  • Once verified, we will cover all shipping costs and send you a replacement at no extra charge, or issue a full refund.

4. Return Shipping Responsibility

  • Customers are responsible for the cost of return shipping unless the return is due to a damaged, defective, or incorrectly shipped product.
  • Original shipping costs are non-refundable.
  • For international returns, customers are also responsible for any customs duties, import taxes, or return-to-sender fees that may apply.

5. Refund Processing

  • Once your return is received and inspected, you will be notified of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method within 10 business days.
  • Please note: some banks and card issuers may require up to 15 additional business days for the refund to appear in your account.

If you do not see your refund after this timeframe, please contact your bank or payment provider first, then reach out to us at returns@livingaqua.com.

 

6. Exchanges

If you wish to exchange your product for another item, please state this clearly when contacting our support team. Exchanges are subject to product availability at the time of request.

 

7. Consumer Rights (UK & EU)

This policy does not affect your legal rights. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, customers in the UK and EU are entitled to a 14-day cooling-off period for most online purchases, during which they can cancel and return their order for a full refund.

 

8. Contact Us

We are here to help. If you have any questions about your return, refund, or exchange, please contact our dedicated customer care team:

returns@living-aqua.com.
returns@alive-aqua.com.

We aim to respond to all queries within 24 hours on business days.