Refund policy

Last updated: May 20, 2026

AQUALURE LTD is committed to providing transparent customer service and clear return procedures for all purchases made through our website.

This Return and Refund Policy explains your rights regarding cancellations, returns, damaged products, refunds, and delivery-related issues for pools, pool accessories, and related products purchased through our store.

Our business operates using a dropshipping and fulfillment partner model. Products may be shipped directly from third-party suppliers, warehouses, or logistics partners depending on product availability and delivery destination.

1. Company Information

Trade Name: AQUALURE LTD
Registration Number: 17228819
Address: 14 Museum Place, Cardiff, Wales, CF10 3BH
Email: info@aqualure-store.ltd

2. Return Eligibility

We offer a 30-day return period from the date your order is delivered.

To qualify for a return:

The product must be unused and unassembled;
The item must be returned in its original packaging;
All included accessories, manuals, and components must be present;
Proof of purchase or order confirmation must be provided.

Due to hygiene and safety considerations, products that have been filled with water, installed, damaged after delivery, modified, or used outdoors may not be eligible for return unless defective.

3. How to Request a Return

To request a return, please contact us at info@aqualure-store.ltd before sending any item back.

Please include:

Your order number;
Description of the issue or reason for return;
Relevant photos or videos where applicable.

Returns must not be sent to our registered business address unless we specifically instruct you to do so.

Once your request is reviewed, we will provide return instructions and, where applicable, the correct return location provided by the relevant fulfillment partner or supplier.

4. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery with clear photographs or videos of:

The product;
The packaging;
Shipping labels where visible;
The issue identified.

We will review the issue and, where appropriate, arrange replacement parts, exchanges, repair assistance, or refunds.

5. Non-Returnable Items

Certain items may not be eligible for return, including:

Used or installed pools;
Products damaged after delivery due to misuse or improper installation;
Customized or special-order items;
Consumable pool maintenance products;
Clearance or final sale items where stated.

6. Shipping and Delivery Information

Orders are generally processed within 1–3 business days after payment confirmation.

As part of our fulfillment model, products may be shipped from different supplier warehouses or international fulfillment centers depending on stock availability and destination.

Estimated delivery times may vary due to:

Carrier operations;
Customs procedures;
Seasonal demand;
Weather conditions;
Supplier or logistics delays outside our reasonable control.

We are not responsible for delays caused by shipping carriers, customs authorities, or force majeure events.

7. Return Shipping Costs

If the return is due to a defective, damaged, or incorrect item, reasonable return shipping costs may be covered or reimbursed where approved by us.

For non-defective returns or customer preference returns, return shipping arrangements and associated costs may be the responsibility of the customer unless otherwise agreed.

8. Refund Processing

Once returned items are received and inspected, we will notify you regarding approval or rejection of the refund.

Approved refunds will be processed to the original payment method within 10 business days.

Financial institutions and payment providers may require additional processing time.

9. Order Cancellations

Orders may be cancelled before shipment by contacting info@aqualure-store.ltd.

Once an order has entered fulfillment, packaging, or shipping stages, cancellation may no longer be possible.

10. Consumer Rights

Nothing in this policy limits or excludes mandatory consumer rights available under applicable consumer protection laws.

For customers located in the United Kingdom or European Economic Area, additional consumer cancellation rights may apply for eligible distance purchases.

11. Chargebacks and Disputes

Before initiating payment disputes or chargebacks, customers agree to contact us directly so we may attempt to resolve the issue promptly and fairly.

We maintain records including order confirmations, tracking information, communications, photographs, supplier documentation, and delivery records for fraud prevention and dispute resolution purposes.