At Aqua Care Trading LLC, we are committed to providing quality water filtration products, RO systems, filters, cartridges, water treatment equipment, and related products.
If you are not satisfied with your purchase or have received a damaged, defective, incorrect, or incomplete product, please contact us so that we can review the issue and provide an appropriate solution.
This Refund & Returns Policy applies to purchases made through aquacare.ae and other official Aqua Care sales channels, subject to the terms and conditions below.
1. Eligibility for Returns
Products may be eligible for return or replacement where:
The wrong product was supplied by Aqua Care.
The product arrived damaged.
The product is defective upon delivery.
The product is materially different from the product ordered.
The product is incomplete or missing components that were included with the original purchase.
The product meets the applicable return conditions described below.
To be eligible for a return, the product should generally be:
Unused and not installed.
In its original condition.
In its original packaging, where applicable.
Free from damage caused by the customer.
Accompanied by proof of purchase.
Aqua Care reserves the right to inspect the product before approving a return, replacement, or refund.
2. Return Request Period
Customers should contact Aqua Care as soon as possible after receiving their order.
For products that are damaged, defective, incorrect, or incomplete, customers should notify us within 48 hours of delivery where reasonably possible and provide photographs or videos showing the issue.
For eligible unused products that the customer wishes to return for other reasons, the return request should generally be submitted within 7 days of delivery.
Returns requested after these periods may not be accepted unless required by applicable law or approved by Aqua Care at its discretion.
3. Damaged Products
If a product arrives damaged, please:
Take clear photographs of the product and packaging.
Take photographs of any visible damage.
Contact Aqua Care as soon as possible.
Provide your order number and delivery details.
Do not install or use the damaged product.
After reviewing the evidence, Aqua Care may arrange an inspection, replacement, repair, or refund depending on the circumstances.
Damage caused after delivery due to improper handling, installation, storage, or use may not qualify for a return.
4. Defective Products
If you believe a product is defective, please contact Aqua Care with:
Order or invoice number
Product name/model
Description of the problem
Photographs or videos where applicable
Any other information reasonably required to diagnose the issue
Aqua Care may inspect or test the product to determine whether the issue is covered by the applicable warranty or return policy.
Where a manufacturing defect is confirmed, Aqua Care may, depending on the circumstances:
Repair the product;
Replace the product;
Provide a replacement component; or
Issue an appropriate refund.
The available remedy may depend on the product, Aquacare’s warranty, nature of the defect, and applicable law.
5. Incorrect Products
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
Where the error is confirmed to be caused by Aqua Care, we may arrange for the incorrect product to be collected and provide the correct product or an appropriate refund.
Customers should not use or install an incorrectly supplied product before contacting Aqua Care.
6. Missing Items or Components
If your order is missing an item, accessory, cartridge, component, manual, or other item that was included in the order, please contact us as soon as possible.
We may request photographs of the received package and its contents to investigate the issue.
If the missing item is confirmed, Aqua Care may arrange delivery of the missing item or provide another appropriate solution.
7. Products That Are Not Eligible for Return
For health, hygiene, installation, customization, technical, or other practical reasons, certain products may not be eligible for return once opened, installed, used, or otherwise altered.
These may include, where applicable:
Used or installed RO systems
Used water filtration systems
Opened filter cartridges
Used replacement filters
Used membranes
Opened consumable filtration products
Products damaged through improper installation
Products modified or altered by the customer
Products damaged through misuse or negligence
Customized or specially ordered products
Products supplied specifically according to customer requirements
Products that cannot reasonably be resold due to hygiene or safety considerations
This does not affect any rights or remedies that cannot legally be excluded under applicable law.
8. Installation and Service-Related Returns
Where Aqua Care has installed a product, the product may not be eligible for a standard return simply because the customer changes their mind after installation.
If an installed product has a suspected defect or installation issue, please contact Aqua Care.
We may arrange an inspection by our technical or service team.
If the issue is determined to result from an Aqua Care installation error or a covered product defect, Aqua Care will determine the appropriate corrective action in accordance with the applicable warranty and service terms.
9. Change-of-Mind Returns
For eligible unused products, Aqua Care may accept a return where the customer has changed their mind, subject to the following conditions:
The return request is made within the applicable return period.
The product has not been used or installed.
The original packaging is intact where applicable.
The product is in resalable condition.
The product is not a non-returnable item.
The customer provides valid proof of purchase.
Return delivery or collection charges may apply to change-of-mind returns.
Aqua Care reserves the right to refuse a change-of-mind return where the product does not meet the return conditions.
10. Return Shipping
Where the return is required because Aqua Care supplied the wrong product or a confirmed product defect or damage is determined to have occurred before delivery, Aqua Care may arrange or cover the reasonable return or collection cost.
For customer-requested returns, including eligible change-of-mind returns, the customer may be responsible for applicable collection, delivery, or return shipping charges.
The applicable charges will be communicated before the return is processed where reasonably possible.
11. Refunds
Once an approved return has been received and inspected, Aqua Care will determine whether the product qualifies for a refund.
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
Refund processing time may depend on:
The payment method used;
The payment provider;
The customer’s bank;
Completion of the return inspection; and
Other processing requirements.
Aqua Care is not responsible for delays caused by banks or third-party payment providers after the refund has been processed by Aqua Care.
12. Non-Delivery and Failed Delivery
If an order cannot be delivered because of incorrect or incomplete information provided by the customer, refusal to accept delivery, failure to respond to delivery attempts, or other circumstances attributable to the customer, additional delivery charges may apply.
Where an order is returned to Aqua Care because delivery could not be completed, we may contact the customer to arrange a new delivery.
Any additional delivery or collection charges may be payable by the customer.
13. Order Cancellation
Customers may request cancellation of an order by contacting Aqua Care as soon as possible after placing the order.
Cancellation may not be possible once an order has:
Been dispatched;
Been delivered;
Been installed;
Been specially ordered or customized;
Been processed for fulfillment; or
Otherwise entered a stage where cancellation cannot reasonably be reversed.
Where cancellation is approved after payment has been made, any applicable refund will be processed according to this policy.
Certain costs already incurred by Aqua Care may be deducted where permitted and applicable.
16. Warranty Claims
Some Aqua Care products may be covered by Aqua Care warranty.
A warranty claim is different from a standard change-of-mind return.
Warranty claims may be subject to specific conditions relating to:
Product model
Warranty period
Installation
Maintenance
Filter replacement
Operating conditions
Proper use
Proof of purchase
Please contact Aqua Care if you believe your product has developed a fault during the applicable warranty period.
17. Filter Cartridges and Consumables
Filters, cartridges, membranes, and other consumable products are designed to be replaced periodically depending on usage, water quality, product specifications, and operating conditions.
Normal wear, depletion, or the need for routine replacement does not generally constitute a product defect.
Opened or used consumable filtration products may not be eligible for return due to hygiene and product-integrity considerations.
Customers should ensure that the correct replacement filter or cartridge is ordered for their specific system.
18. Exchange Policy
Where appropriate, Aqua Care may offer a product exchange instead of a refund.
An exchange may be offered where:
The wrong product was supplied;
A product is confirmed to be defective;
A product arrived damaged; or
Another approved return circumstance applies.
Any exchange is subject to product availability.
If the replacement product has a higher or lower value, the applicable price difference may need to be paid or refunded.
19. Proof of Purchase
A valid proof of purchase may be required for returns, refunds, replacements, exchanges, and warranty claims.
Acceptable proof may include:
Aqua Care invoice
Order confirmation
Payment receipt
Order number
Other transaction records reasonably confirming the purchase
20. How to Request a Return or Refund
To request a return, replacement, exchange, or refund, please contact Aqua Care with:
Order Number: Customer Name: Contact Number: Product Name/Model: Reason for Return: Photographs/Videos: Where applicable
Our team will review your request and advise you of the next steps.
21. Inspection of Returned Products
Returned products may be inspected by Aqua Care or an authorized service representative before a refund, replacement, or exchange is approved.
Inspection may include checking:
Product condition
Packaging
Accessories
Signs of use or installation
Physical damage
Technical condition
The reported fault or issue
A return does not automatically guarantee a refund.
22. Fraudulent or Abusive Returns
Aqua Care reserves the right to refuse returns, refunds, or exchanges where there is reasonable evidence of:
Fraudulent activity
Product misuse
Repeated abusive returns
Intentional damage
False claims
Product substitution
Tampering
Unauthorized modification
This does not affect any rights that cannot legally be excluded.
23. Changes to This Policy
Aqua Care may update this Refund & Returns Policy from time to time to reflect changes in our products, services, business practices, or applicable laws.
The updated version will be published on this page with a revised “Last Updated” date.
We encourage customers to review this policy before making a purchase.
24. Contact Us
For questions regarding refunds, returns, exchanges, replacements, or cancellations, please contact:
Aqua Care Trading LLC
Email:sales@aquacareuae.ae Phone: +971 55 112 4947 Phone: +971 4 267 5814 Location: Dubai, United Arab Emirates Website: aquacare.ae
By placing an order with Aqua Care, you acknowledge that you have read and understood this Refund & Returns Policy, subject to your rights under applicable UAE law.
