Returns & Refunds

• 30 days

  from delivery to start a return

• Refunds to your original payment

  back to the card or wallet you paid with

• Damaged or wrong item?

  Send us photos and we’ll make it right

Return window

You can start a return within 30 days of the date your order was delivered, as shown in your tracking information.

What can be returned

[RETURN CONDITIONS — E.G. “ITEMS MUST BE UNUSED AND IN THEIR ORIGINAL PACKAGING” OR “OPENED ITEMS ARE ACCEPTED”]

Items we can’t accept back: [NON-RETURNABLE ITEMS, IF ANY — E.G. USED FILTER CARTRIDGES]

How to start a return

1. Contact us by email at info@living-aqua.com or on WhatsApp +44 7350 814562 with your order number and the items you’d like to return.
2. We’ll reply with return instructions and the return address. Please wait for them before sending anything back, so we can match the package to your order.
3. Pack the items securely and ship them to the address we give you. We recommend a trackable shipping service.

Returns go to our US warehouse: [RETURN ADDRESS]

Return shipping costs

[WHO PAYS RETURN SHIPPING — E.G. “YOU PAY RETURN SHIPPING” OR “WE EMAIL YOU A FREE PREPAID LABEL”]

If your item arrived damaged or defective, or we sent the wrong item, see Damaged, defective or wrong items below.

Refunds

• Once your return arrives and we’ve checked it, we’ll email you to confirm and issue your refund [REFUND PROCESSING TIME — E.G. WITHIN 5 BUSINESS DAYS].
• Refunds go back to your original payment method — the card, Apple Pay, Google Pay, PayPal or other method you used at checkout — through Stripe, our payment processor.
• After we issue a refund, it usually takes 5–10 business days to appear on your statement, depending on your bank or card issuer.
• Original shipping charges: [REFUNDABLE OR NOT — INCLUDING THE PRIORITY + SHIPPING PROTECTION FEE]

Damaged, defective or wrong items

If an item arrives damaged or doesn’t work as it should, or you received something you didn’t order, contact us within 30 days of delivery with your order number and photos of the item and its packaging. We’ll send a replacement or refund you. [CONFIRM: WE COVER RETURN SHIPPING FOR DAMAGED, DEFECTIVE OR WRONG ITEMS]

Chose Priority + Shipping Protection? A package that’s lost, stolen or damaged in transit is replaced free — see our Shipping Policy for how to make a claim.

Exchanges

Want a different bottle size or color, or a different set? Contact us and we’ll help. [EXCHANGE OPTION — DIRECT EXCHANGE, OR RETURN AND PLACE A NEW ORDER]

Changing or canceling an order

Contact us as soon as possible. If your order hasn’t shipped yet, [CANCELLATION POLICY — E.G. “WE’LL CANCEL IT AND REFUND YOU IN FULL”]. Once it has shipped, you can return it under this policy.

Before you dispute a charge

If something is wrong with your order, please contact us first. We can usually sort it out faster than a dispute with your bank.