What can be returned, in what condition, and how a refund is handled. This policy applies to goods supplied by Aqualite.
Reporting a problem
Check your consignment on arrival. Report any damage, shortage or wrong item within 48 hours of delivery, and any manufacturing defect within 7 days of delivery, by writing to info@aqualite.in with your invoice number, photographs and a description of the issue.
What we will accept
- Goods damaged in transit, where the damage was recorded on the carrier's delivery note
- Goods that do not match the specification on your order acknowledgement
- Manufacturing defects identified within the reporting window
Returned goods must be unused, in their original packaging, and complete. We will arrange collection or ask you to despatch them back, depending on the destination.
What we cannot accept
- Custom, OEM and private label production. Goods made to your dimensions, fabric, firmness or branding are produced only for you and cannot be returned unless defective.
- Used, soiled or washed goods, and goods without their original packaging. For hygiene reasons a used mattress, pillow or cover cannot be resold.
- Goods damaged by unsuitable bases or frames, incorrect handling, moisture, or cleaning methods other than those we recommend.
- Normal settling. A small reduction in surface height as foam and fillings settle is expected and is not a defect.
- A change of mind about firmness or appearance once goods have been made and despatched.
Assessment
We assess every reported defect, usually from photographs and in some cases by inspecting the goods. We aim to give you a decision within 7 working days of receiving the information we need. Where a claim is valid we will repair, replace or refund — the choice depends on the goods and is agreed with you.
Refunds
Approved refunds are made to the original payment method or by bank transfer to the account the payment came from, within 7 to 10 working days of approval. Freight charges are refunded where the return is our fault; they are not refunded where goods are returned for other reasons.
Cancellation
An order can be cancelled without charge before production starts. Once production has started, cancellation is at our discretion and any cost already incurred — particularly on custom sizes, fabrics and branding — will be deducted.
Contact
Returns and claims: info@aqualite.in · +91 91424 24275
Aqualite, Khasra No 180/2/1, Village Ismaila, Sampla Beri Road, Rohtak, Haryana 124102, India
Question about this policy?
Our team replies within 24 hours.