Aqua Vera Returns and Refunds Policy

Final-Sale Policy

Because Aqua Vera sells research-use products whose integrity, storage, handling, and chain of custody cannot be verified after shipment, all sales are generally final once shipped.

Aqua Vera does not accept returns or issue refunds for buyer’s remorse, including when a customer:

• Changes their mind
• Orders the wrong size or quantity
• No longer needs the product
• Finds a lower price elsewhere
• Does not read the product description or intended-use restrictions
• Attempts to return an unopened product without prior authorization

Please review all product and order information carefully before completing checkout.

Nothing in this policy limits any rights or remedies that cannot legally be excluded.

Order Cancellations and Changes

Customers may request an order cancellation or change before the order enters processing.

Contact Aqua Vera as quickly as possible and include the order number and email address used during checkout. A cancellation or change request is not effective until Aqua Vera confirms it.

Requests cannot be guaranteed once an order has entered processing. Orders that have shipped cannot be canceled and are governed by the final-sale provisions of this policy.

If Aqua Vera cancels an order before shipment because of product availability, payment failure, suspected fraud, compliance concerns, a material pricing error, or another valid reason, the canceled portion of the order will be refunded when appropriate.

Damaged or Defective Items

The request must include:

• Order number
• Email address used during checkout
• Description of the problem
• Clear photographs of the shipping box
• Clear photograph of the shipping label
• Clear photographs of the product and packaging
• Product lot or identifying information when visible

Please retain the product and all original shipping materials until Aqua Vera completes its review.

Missing or Incorrect Items

Contact Aqua Vera within seven calendar days after carrier-confirmed delivery if an order contains a missing or incorrect item.

Include:

• Order number
• Email address used during checkout
• Description of what was ordered and received
• Photographs of the shipping box, label, contents, and packing materials

Aqua Vera will compare the report with applicable order, inventory, weight, fulfillment, and shipping records.

How Eligible Claims Are Resolved

After reviewing an eligible damaged, defective, missing, or incorrect-item claim, Aqua Vera may provide:

• A replacement
• A refund to the original payment method
• Another remedy agreed upon with the customer

The appropriate resolution depends on the circumstances, product availability, supporting information, and applicable law.

If Aqua Vera requests that a product be returned, return instructions or a prepaid shipping label will be provided. Do not send products back without authorization.

Unauthorized Returns

Aqua Vera does not accept unauthorized returns.

Products mailed to Aqua Vera without prior written authorization may be rejected, returned to the sender, or disposed of where permitted. Sending an unauthorized return does not guarantee a refund or account credit.

Nonreturnable Products

The following products are not eligible for return:

• Products returned for buyer’s remorse
• Opened, used, punctured, altered, or tampered products
• Products with removed, damaged, or altered labels or seals
• Products exposed to unverified storage or handling conditions
• Products returned without authorization
• Products received outside an approved return process
• Subscription orders that entered processing before cancellation
• Products otherwise designated as final sale

Approved Returns

When Aqua Vera authorizes a return, the customer must follow the supplied instructions and send the requested item within seven calendar days after authorization unless Aqua Vera provides a different deadline.

Returned products must include the original packaging and any documentation requested during the claim review.

Aqua Vera is responsible for approved return-shipping costs when the return results from a verified damaged, defective, missing, or incorrect item. Aqua Vera does not provide return shipping for buyer’s remorse because buyer’s-remorse returns are not accepted.

Refund Processing

Approved refunds are issued to the original payment method.

Aqua Vera will generally initiate an approved refund within five business days after the claim is approved or, when a return is required, after the returned product is received and inspected.

Once issued, the customer’s bank, card issuer, or payment provider may require an additional five to ten business days to post the refund. Aqua Vera does not control financial-institution processing times.

If a refund has been confirmed by Aqua Vera but has not appeared after ten business days, contact the bank or card issuer. If the financial institution cannot locate it, contact Aqua Vera again for assistance.

Shipping Charges

Original shipping charges are generally nonrefundable after shipment.

When a verified Aqua Vera error caused the customer to receive a damaged, defective, missing, or incorrect item, the approved resolution may include applicable shipping costs.

Expedited shipping charges are not refundable merely because a carrier experiences a delay after accepting the package, except where required by law.

Returned-to-Sender Orders

A refused delivery is not an authorized return.

Orders returned because of an incorrect or incomplete address, refused delivery, unclaimed package, failed delivery attempt, or other customer-related delivery issue may require payment of a new shipping charge before reshipment.

Original shipping charges are generally nonrefundable. Any refund request involving a returned-to-sender order will be reviewed individually, and a refund is not guaranteed when product integrity or chain of custody cannot be verified.

If the return resulted from an Aqua Vera addressing or fulfillment error, Aqua Vera will work with the customer to correct it without an additional shipping charge.

Lost or Marked-Delivered Packages

Packages that are delayed, lost in transit, or marked delivered but cannot be located are handled under the Aqua Vera Shipping Policy.

Aqua Vera may require a carrier investigation before determining whether a replacement or refund is appropriate. A replacement or refund is not automatic when carrier tracking confirms delivery.

Subscription Orders

Canceling a subscription stops future renewals only.

A subscription cancellation must be completed before the next order enters processing. Canceling after an order enters processing does not automatically cancel or refund that order.

Processed and shipped subscription orders are subject to the same final-sale and claim requirements as one-time orders.

Discounts and Promotions

If Aqua Vera approves a refund for an order purchased with a discount, promotion, subscription price, or bulk price, the refund will not exceed the amount actually paid for the affected item.

Discounts, promotional value, and unused portions of an offer have no cash value unless required by law.

How to Request Assistance

Use the Aqua Vera Contact Us form to request assistance.

Include your order number, checkout email address, explanation of the issue, and all requested photographs or documentation. Do not ship an item back unless Aqua Vera provides written authorization and return instructions.

Policy Updates

Aqua Vera may update this Returns and Refunds Policy to reflect changes in products, operations, customer-service procedures, or applicable requirements.

The policy published at the time of purchase applies to the order unless applicable law requires otherwise.