Polityka zwrotu kosztów

Return and refund policy

Last updated: 11 August 2026

At Aqualeora, we want you to be happy with your order. If you change your mind about your purchase, or there is a problem with your jewellery, please contact us and we will be happy to help.

This policy does not affect any statutory rights you have under UK consumer law.

 

1. Your right to cancel

If you are a UK consumer purchasing from Aqualeora online, you generally have the legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.

If your order contains multiple items delivered separately, the 14-day period begins when you receive the final item.

To exercise your right to cancel, you must clearly tell us that you wish to cancel your order before the 14-day cancellation period ends. You can do this by emailing us at: hello@aqualorea.com

After notifying us that you wish to cancel, you have a further 14 days to return the goods to us. 

 

2. Condition of returned items

Please take reasonable care of all items while they are in your possession.

Items should be returned in their original condition, with any original packaging, where reasonably possible.

You may handle the jewellery to the extent necessary to establish its nature, characteristics and functionality. However, if an item has been used or handled more than is reasonably necessary and this reduces its value, we may be entitled to make a deduction from your refund for that loss in value. 

This does not remove or restrict your legal rights if an item is faulty or does not conform to the contract.

 

3. Earrings and hygiene

Certain sealed goods may be excluded from the statutory cancellation right where they are not suitable for return for health protection or hygiene reasons and the seal has been broken after delivery. 

Therefore, if an Aqualeora product is supplied in sealed packaging specifically for hygiene reasons, please do not open the sealed packaging if you intend to cancel your purchase.

Simply being an item of jewellery, such as an earring, does not automatically remove your statutory cancellation rights.

This does not affect your legal rights if an item is faulty.

 

4. Personalised and customised jewellery

The statutory 14-day cancellation right generally does not apply to goods that are made to your specifications or clearly personalised. 

This may include jewellery that has been specially customised or personalised at your request.

However, personalised or customised items remain covered by your statutory rights if they are faulty, damaged, incorrectly made or otherwise do not conform to the contract.

 

5. How to return an item

Before returning an item, please contact us at:

hello@aqualorea.com

Please include:

Your full name
Order number
The item(s) you wish to return
Confirmation that you wish to cancel/return the order

We will provide you with the appropriate return instructions.

Please do not send your return to the address shown on your parcel unless we have confirmed that this is the correct return address.

 

6. Return postage

If you are returning an item because you have changed your mind, you are normally responsible for the direct cost of returning the goods, provided we informed you of this before you placed your order. 

If an item is faulty, damaged, incorrect or not as described, Aqualeora will cover the reasonable cost of returning the item where appropriate.

We recommend using a tracked postal service when returning an item and keeping proof of postage.

 

7. Refunds for cancelled orders

Once you have cancelled your order and returned the goods, we will issue your refund without undue delay and generally no later than 14 days after:

We receive the returned goods; or
You provide evidence that you have returned the goods, whichever happens first.

We will refund you using the same payment method used for the original purchase, unless you have expressly agreed otherwise. 

Delivery costs

If you cancel your entire order under your statutory cancellation rights, we will refund the cost of our standard delivery service.

If you selected a more expensive delivery option, we are only required to refund the amount equivalent to the least expensive standard delivery option we offered. 

 

8. Faulty, damaged or incorrect items

We are responsible for ensuring that the jewellery we sell is of satisfactory quality, as described and fit for purpose where applicable.

If your item:

Arrives damaged
Is faulty
Is the wrong item
Is materially different from its description
Does not conform to the contract

please contact us as soon as possible at hello@aqualorea.com

Please include your order number and, where possible, photographs showing the problem.

Your statutory rights are not affected by this policy. Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.

Customers do not have to pay the cost of returning faulty or incorrect goods where they are entitled to a remedy under UK consumer law.

 

9. Damaged items caused after delivery

Aqualeora cannot be responsible for damage caused by misuse, accidents, improper care, alterations or normal wear and tear.

This does not affect your statutory rights where the problem was present when you received the item or otherwise amounts to a fault for which we are legally responsible.

 

10. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, you can return the original item in accordance with your cancellation/returns rights and place a new order.

This does not affect your statutory rights.

 

11. Sale items

Sale and discounted items are subject to the same statutory consumer rights as full-price items.

A sale item can still be returned or cancelled where the law gives you that right.

However, an item cannot be returned simply because you changed your mind where a statutory cancellation exception applies, such as certain personalised or customised goods.

 

12. International returns

If you are ordering from outside the UK, your cancellation and consumer rights may differ depending on the country you are located in.

Where UK law applies, this policy will not remove or restrict your statutory rights.

International customers are responsible for any return postage costs where the return is due to a change of mind, unless applicable law requires Aqualeora to cover those costs.

Where an item is faulty, damaged or incorrect, please contact us before returning it so that we can provide the appropriate instructions.

 

13. Order cancellation before dispatch

If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to stop the order from being sent.

If the order has already been dispatched, you may still exercise your applicable statutory cancellation rights and follow the normal returns procedure.

 

14. Refunds for returned goods

Returned goods will be inspected when they arrive.

Where a customer has exercised their statutory cancellation right, Aqualeora may make an appropriate deduction where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality. 

We will not make deductions simply because an item has been handled in a reasonable manner to determine whether it is suitable.

 

15. How to contact us

For any questions about returns, refunds or cancellations, please contact:

Aqualeora
Email: hello@aqualorea.com