Our Commitment to Your Satisfaction
At Aqua Shop, we understand that peak swimming performance requires equipment that fits perfectly and functions flawlessly. With 30 years of experience serving competitive swimmers worldwide, we stand behind our products and want you to be completely satisfied with your purchase.
If your swimming equipment doesn’t meet your expectations, we offer a straightforward returns and exchanges process designed with competitive swimmers in mind.
Return & Exchange Eligibility
| Timeframe | Condition | Requirements |
|---|---|---|
| 15 days from delivery date | Unused, unworn with original tags attached | Original packaging and all accessories included |
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned or exchanged:
- Ear Plugs (opened or used)
- Nose Clips (opened or used)
- Electronics (if opened or used)
- Any products with removed hygiene seals
Return & Exchange Process
Step 1: Submit Your Request
Within 15 days of receiving your order, email us at [email protected] with the following information:
Body:
• Full Name:
• Order Number:
• Product(s) to Return/Exchange:
• Reason for Return/Exchange:
• Preferred Resolution: Refund / Exchange for [Product/Size] • Contact Phone Number:
Step 2: Receive Authorization & Instructions
Within 1-2 business days, we’ll email you:
- Return Authorization Number
- Shipping instructions and return address
- Return form to include with your package
Step 3: Ship Your Return
Package your items securely with:
- All original tags attached
- Original packaging and accessories
- Completed return form
- Return Authorization Number clearly visible
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
Step 4: Processing & Resolution
Once we receive and inspect your return:
- Exchanges: Processed within 3-5 business days
- Refunds: Processed within 5-7 business days
Refund Information
Refund Timeline & Method
| Payment Method | Refund Processing Time | Refund Method |
|---|---|---|
| Credit/Debit Card (Visa, MasterCard, JCB) | 5-10 business days | Original payment method |
| PayPal | 3-5 business days | Original PayPal account |
Important: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping costs to send your replacement items.
International Returns
As we serve swimmers globally (excluding some Asian countries and remote locations), please note:
- Customs duties and international shipping costs for returns are the customer’s responsibility
- Return processing may take additional time for international shipments
- All returns must comply with our standard eligibility requirements
Damaged or Defective Items
If you receive a damaged or defective product:
- Contact us within 48 hours of delivery
- Provide photos of the damage or defect
- We’ll arrange for a replacement at no additional cost
- Return shipping for defective items is covered by Aqua Shop
Need Assistance?
Our customer service team, experienced in serving the global swimming community, is here to help:
Email: [email protected]
Address: Aqua Shop, 2036 Byers Lane, Sacramento, US 95814
We typically respond within 1-2 business days and are committed to resolving any issues quickly, maintaining the trust we’ve built over 30 years in the swimming industry.