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:

Aquamaluna
Solytra Company Limited
167–169 Great Portland Street, Fifth Floor
London, England, W1W 5PF
Email: info@aquamaluna.com

You may use the model cancellation form provided at the end of this policy, but it is not mandatory.

2. Exemptions – Hygiene & Sealed Products

Due to the nature of our products, the statutory right to cancel does NOT apply to the following goods once the seal has been broken or the item has been used, in accordance with Regulation 28 of the Consumer Contracts Regulations 2013:

- Sealed cosmetic, skincare, or beauty products (creams, serums, lotions, cleansers, masks, oils, toners, exfoliants, make-up, hair care) where the hygiene seal has been broken
- Sealed personal care and body care products (soaps, body washes, deodorants, moisturisers, sun care) where the hygiene seal has been broken
- Sealed supplements, ingestibles, teas, powders, or any goods intended for oral consumption once opened
- Sealed intimate wear, underwear, shapewear, or any product intended for direct skin or intimate contact once opened
- Sealed applicators, tools, brushes, or devices intended for direct skin contact once opened
- Any product where the outer or inner hygiene seal, shrink wrap, safety closure, or tamper-evident packaging has been removed, broken, or damaged
- Personalised or custom-made goods
- Gift cards and digital vouchers

This means:

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

Important: If you are unsure whether you wish to keep a product, please inspect the outer packaging without breaking any seal. Once the hygiene seal is broken, the right to cancel is lost under UK law.

This exemption applies to change-of-mind cancellations only. If the product is faulty, damaged, or not as described, your rights under the Consumer Rights Act 2015 still apply — see Section 5 below.

3. How to Cancel and Return an Item

Step 1 – Notify Us First

You must email info@aquamaluna.com within 14 days of receiving your order and provide:

- Your order number
- Your full name
- The items you wish to return
- Written confirmation that the item is unopened, unused, and the hygiene seal is fully intact

We will then send you return instructions and the correct return address.

Returns sent to us without prior email notification and approval will not be accepted and will not be refunded.

Step 2 – Return the Goods

Once approved, you must return the goods to us within 14 days of informing us of your cancellation.

Return conditions:

- Items must be unopened, unused, with all original seals fully intact
- Items must be in their original, undamaged outer packaging
- All tags, inserts, and included accessories must be present
- You are responsible for the return postage costs
- You bear the risk of loss or damage during return transit
- We strongly recommend using a tracked and insured delivery service
- We are not liable for return shipments that are lost or damaged in transit

We may reduce your refund to reflect any diminished value of the goods if the goods show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning, in accordance with Regulation 34(9) of the Consumer Contracts Regulations 2013.

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 you provide us with evidence that you have returned them (whichever is earlier), we will process your refund within 14 days.

Refunds will be made using the original payment method.

- We will refund the standard outbound delivery cost paid at checkout (where applicable)
- We are not required to refund upgraded, express, or premium delivery charges — only the cost of our least expensive standard delivery method
- We do not refund return postage costs unless the item is faulty, damaged, or incorrect
- We may reduce your refund to reflect any diminished value of the goods if the goods show signs of handling, sampling, testing, or use beyond what is necessary to establish their nature, characteristics, and functioning
- If you have broken any seal on a hygiene-exempt product (see Section 2), no refund will be issued and the goods will not be returned to you unless you cover return delivery costs

Your bank or card issuer may require additional processing time to credit the refund to your account.

7. Branding and Packaging Notice

Product branding, packaging, labelling, and outer appearance may vary from the images shown on our website. This does not affect the product itself, its quality, ingredients, or intended use.

Variations in branding, packaging, or labelling alone are NOT grounds for cancellation, return, refund, or replacement under this policy. Your statutory rights under the Consumer Rights Act 2015 for goods that are faulty, unsafe, or materially different from their description are not affected.

8. 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

9. 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.

10. 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.

 

11. Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract)

To:
Aquamaluna
Solytra Company Limited
167–169 Great Portland Street, Fifth Floor
London, England, W1W 5PF
Email: info@aquamaluna.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

 

12. Contact Information

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

Email: info@aquamaluna.com