Returns and Refunds

Contact Information and Return Address

If you would like to return a product, have discovered a defect, or have received the wrong item, please contact us first:

AQUAPHOR Representative Office
Ukmergės g. 219, Verslo centras U219,
07156, Vilnius, Lietuva

E-mail: parduotuve@aquaphor.com

Please do not send the product back without first arranging the return with our customer support team.

Returns

When purchasing from our online store, the customer has the right to withdraw from the purchase within 14 days from receiving the goods, except in cases provided for by law.

For a standard return, the product should, where possible, retain its original appearance, complete set of components, and original packaging.

The customer has the right to inspect the product to the same extent as would be possible in a physical store. If the product has been used more than necessary to inspect it and verify its characteristics, AQUAPHOR has the right to take into account any decrease in the value of the product when determining the refund amount.

To process a return, the customer must provide the order number, receipt, or other proof of purchase.

Sealed Products

Some AQUAPHOR products are intended for direct contact with drinking water and are supplied in sealed protective packaging.

For hygiene and safety reasons, such products are not eligible for a standard return once the factory seal has been broken, if the product can no longer be resold as new after opening.

Such products may include, for example:

• replacement filter cartridges and modules;
• filter elements supplied in sealed or heat-shrink packaging;
• other replacement components that come into direct contact with drinking water and are supplied in sealed protective packaging;
• bottles and drinking accessories if they are supplied in special sealed hygienic packaging and such packaging has been opened.

Opening the shipping box or outer packaging alone is not considered a breach of the product seal. This applies specifically to opening the factory-sealed protective packaging of the product itself.

Used or Installed Products

If a filter, water purification system, or other product has been installed, connected to the water supply, filled with water, or otherwise actually used, the product can no longer be considered completely new.

When such a product is returned, AQUAPHOR has the right to assess its condition and the extent to which its value has decreased.

Replacement cartridges, filter modules, and other sealed consumable products are not eligible for return due to withdrawal from the purchase after the protective packaging has been opened and/or the product has been used, if the product cannot be resold for hygiene and safety reasons.

This restriction does not apply if the product is defective or does not correspond to the order.

Defective or Damaged Products

If the product is defective, damaged, malfunctioning, or does not correspond to your order, please contact us at parduotuve@aquaphor.com.

We recommend including the following information in your message:

• order number;
• product name;
• a brief description of the issue;
• photos or videos showing the defect, if possible.

After receiving the information, we will review your request and provide further instructions. Depending on the specific case, the product may be repaired, replaced, or refunded in accordance with the applicable warranty conditions and consumer protection legislation.

Warranty cases and claims relating to defective products are handled separately from the standard 14-day right of withdrawal. Opening the packaging or using the product does not in itself prevent the customer from making a claim regarding a confirmed defect.

Refunds

Once we receive the returned product, we will inspect its condition and inform the customer of the outcome of the return assessment.

If the refund is approved, the funds will be returned using the same payment method that was used for the original purchase, unless otherwise agreed by the parties.

In the case of a standard withdrawal from the purchase, the customer is responsible for the cost of returning the product, unless otherwise agreed with AQUAPHOR.

If the return is related to a confirmed defect, damage during delivery, or an error by AQUAPHOR in fulfilling the order, the conditions for return shipping will be agreed separately with our customer support team.

Late or Missing Refunds

If we have confirmed the refund but the funds have not yet been received:

• Check your bank account again.
• Contact your bank or card issuer to confirm the processing time for the refund.
• If the funds have still not been received, please contact us at parduotuve@aquaphor.com.

The time required for refunded funds to appear in your account may depend on your bank and the payment method used.

Exchanges

Products are primarily exchanged in cases where the item is defective, damaged, or the customer has received the wrong product.

To arrange an exchange, please contact us at parduotuve@aquaphor.com before sending the product back.

Return Shipping

The return address and method of shipping must be agreed with AQUAPHOR in advance.

For a standard 14-day return, the customer is responsible for the return shipping costs unless otherwise agreed in advance.

We recommend using a trackable shipping service. AQUAPHOR recommends keeping proof of shipment until the returned product has been received by us.