Refund policy

Returns

We accept returns notified within 30 days of your order being placed.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Returns must then be returned to us within 14 days.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@groaqua.store. Please note that returns will need to be sent to the following address: GroAqua, 1 Longman Drive, Inverness, IV1 1SU.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. There is a charge of £8 for a us to supply a returns labels within the UK. For out with the, the returns labels charge is te same as the outbound postage, except where free shipping was offered. Customers may return goods using their own carrier at their own risk.

You can always contact us for any return question at sales@groaqua.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@groaqua.store.

days of receipt of the goods and returned to us within the next 14 days.

Customers must inform us of their wish to return their order before returning the item to us.

All items that are returned as a result of buyer remorse must be carriage paid by the sender, please obtain proof. We will only refund the goods; they must be received back original packaging and in saleable condition. GroAqua can provide a returns label at a cost of £10 within the UK.

The refund will be credited back to the customer via their chosen method of payment within 7 days of GroAqua receiving the item.

To prevent confusion we will not accept for return individual filters that have had their hygienic protective sealing film removed. We will not compromise customers right under the Distant Selling Regulations.

Exceptions / non-returnable items
Due to the custom nature of build to order items, we regret that they cannot be returned or refunded.
We encourage customers to carefully review their specifications and requirements before placing an order for bespoke items to ensure they meet all desired criteria.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.