Refund & Return Policy
At Aquawel, we pride ourselves on engineering the highest quality filtration systems compatible with Champs heaters. We stand behind our products with a fair and transparent policy.
1. The "100% Fit" Guarantee
We guarantee that the Aquawel unit is compatible with all Champs, Panasonic and Ariston single-point water heaters using the standard 1/2-inch connection.
Fit Assurance: If you own one of these brands and the Aquawel unit does not fit your heater setup, simply provide us with a photo or video verification of the incompatibility.
Resolution: Upon verification, we will issue a Full Refund for the product cost. You do not need to pay for return shipping in verified incompatibility cases.
2. Manufacturing Defects (15-Day Warranty)
We have extended our defect reporting window to ensure your peace of mind.
Coverage: If your product arrives damaged or develops a fault due to a manufacturing defect (e.g., housing cracks, leaks from the seal) within 15 calendar days of delivery, we will replace it free of charge.
Exclusions: This warranty does not cover damage caused by misuse, dropping the unit, improper installation (over-tightening), or normal wear and tear.
How to Claim: Please email our support team at email@aquawelph.co with your order number and a photo/video of the issue.
3. Hygiene & Change of Mind
Due to the strict health and hygiene nature of water filtration products, we do not accept returns or offer refunds for “Change of Mind” once the product packaging has been opened.
Sealed Products: If you have changed your mind and the product remains 100% sealed in its original packaging, you may return it within 7 days. Return shipping costs are the responsibility of the customer.
Used Products: Once water has passed through the filter, it is considered a sanitary product and cannot be returned or resold under any circumstances.
4. Subscription Renewals (24-Hour Grace Period)
We understand that life gets busy. While subscription renewals are automated, we offer a courtesy window to prevent unwanted charges.
Grace Period: If your subscription renews unexpectedly, please contact us within 24 hours of the charge.
Resolution: If your renewal order has not yet been shipped, we will cancel the order and issue a full refund immediately.
Shipped Orders: Once the renewal order has been handed to the courier, it is considered final and cannot be cancelled or refunded.
5. Cancellations & Address Responsibility
Cancellations: You may cancel any standard order before it has been shipped. Please contact support immediately. Once a tracking number is generated, the order is locked and cannot be cancelled.
Shipping Address: Customers are responsible for entering the correct delivery details. Aquawel is not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an address error, a re-shipping fee will apply.
Cancellations
If you wish to cancel an order before it has been shipped or delivered, please contact our customer support team as soon as possible. We will make every effort to accommodate your request. Once an order has been shipped or delivered, it can no longer be canceled.
6. Sale & Promotional Items
Items purchased during “Clearance” or “Final Sale” events are non-refundable unless verified as defective under the 30-Day Warranty.
Contact Us
For all support requests, compatibility checks, or warranty claims, please contact our team at: email@aquawelph.co