Refund policy

Last updated: 19 February 2026

This Return & Refund Policy applies to purchases made from Aquamaluna (“we”, “us”, “our”).

For the purposes of UK consumer law, you are a “consumer” if you are purchasing products for personal use and not for business purposes.

This policy does not affect your statutory rights under UK law.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days without giving any reason.

Cancellation period

The cancellation period expires 14 days after the day on which you (or someone you nominate, other than the carrier) receive the goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. email). Returning goods without prior notice does not constitute valid cancellation.

You may contact us at:
info@aquamaluna.com

You may use the UK model cancellation form (available via Citizens Advice), but it is not mandatory.

2. Exemptions – Hygiene & Sealed Products

Due to the nature of our products (health, hygiene and body care items), the right to cancel does not apply to:

- Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed
- Cosmetic or body care products where the seal has been broken
- Products intended for intimate or direct skin contact where opened
- Supplements or ingestible consumables once opened
- Personalised or custom-made goods
- Gift cards

This is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

This means:

✔ You may return products that are unused, unopened, and with the original seal intact
✘ We cannot accept returns of products that have been opened or unsealed for hygiene and safety reasons

3. How to Cancel and Return an Item

1. Notify Us

Email info@aquamaluna.com
 within 14 days of receiving your order and provide:

- Order number
- Full name
- Items you wish to return
- Confirmation that the item is unopened

We will provide return instructions.

Returns sent without prior contact may not be processed.

2. Returning the Goods

You must return the goods within 14 days of informing us of cancellation.

- Items must be unopened, unused and in original packaging
- You are responsible for return postage costs (unless the goods are faulty)
- You bear the risk of loss or damage during return transit
- We recommend tracked delivery

We may reduce your refund if the goods show signs of handling beyond what is necessary to establish their nature and characteristics.

4. Voluntary 90-Day Return Policy (Unopened Items Only)

In addition to your statutory 14-day cancellation right, we offer a voluntary 90-day return period for unopened products.

To qualify:

- Item must be unopened and unused
- Original seal must be intact
- Original packaging must be undamaged
- Return must be requested within 90 days of delivery

This is a goodwill policy and does not affect your legal rights.

Return postage remains the customer’s responsibility unless the item is faulty.

5. Faulty, Damaged or Incorrect Goods

(Consumer Rights Act 2015)

You have legal rights if goods are faulty, not as described, or unfit for purpose.

If your item:

- Arrives damaged
- Is defective
- Is incorrect

Contact us as soon as reasonably possible at:
info@aquamaluna.com

Please include:

- Order number
- Description of the issue
- Photos or video evidence

Your legal remedies

Under the Consumer Rights Act 2015, you may be entitled to:

- Repair or replacement
- A price reduction
- A full refund

If the fault is confirmed, we will cover reasonable return costs.

If a fault is reported within 30 days of delivery, you are entitled to reject the goods and receive a full refund.

Your statutory rights apply regardless of whether the product has been opened.

6. Refunds

Once we receive the returned goods (or proof of return), we will process your refund within 14 days.

Refunds will be made using the original payment method.

We will also refund the standard outbound delivery cost paid at checkout (if applicable), but:

- We are not required to refund upgraded or express delivery charges
- We do not refund return postage unless the item is faulty

Your bank or card issuer may require additional processing time.

7. Order Cancellation Before Dispatch

Orders may be cancelled before dispatch.

If your order has already been processed or shipped, you must follow the cancellation procedure outlined above

8. Delivery Issues

If your order has not arrived within 30 days of dispatch, please contact us.

If we fail to deliver within the agreed timeframe (or within 30 days if no timeframe was agreed), you may:

- Request redelivery, or
- Cancel the contract for a full refund

This is in accordance with the Consumer Rights Act 2015.

9. International Shipping, VAT & Import Charges

If goods are shipped from outside the United Kingdom:

- Import VAT
- Customs duties
- Clearance fees

may apply.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

We are not responsible for delays caused by customs processes.

10. Contact Information

Aquamaluna
Solytra Company Limited
167-169 Great Portland Street, Fifth Floor, London, England, W1W 5PF
16928195

Email: info@aquamaluna.com