Return Policy

The majority of products available on aquantanova.com are non-refundable by their nature:

Audio programmes and digital files are delivered electronically and cannot be returned once accessed or delivered — in accordance with EU Consumer Rights Directive 2011/83/EU, Article 16(m), which excludes digital content from the right of withdrawal once delivery has been made with the consumer’s prior consent.
Handmade devices and personalised products are produced individually to order and are therefore exempt from the standard right of withdrawal under EU Consumer Rights Directive 2011/83/EU, Article 16(c).

The only exception applies where a product is proven to be defective or does not correspond to its description. In such cases, the consumer is entitled to a return or replacement in accordance with EU Consumer Rights Directive 2011/83/EU, within 14 days of receiving the order. If you receive a defective item, please contact us within 14 days of receipt to resolve the matter. After 14 days from the date of receipt, we are unable to offer a refund or exchange.

To be eligible for a return under the defect exception, the item must be unused and in the same condition in which it was received, and must be in its original undamaged packaging.

Non-Refundable Items:

Handmade products (as indicated in the product details)
Products made to individual specifications or personalised products
Downloadable digital products
Gift cards
Discounted items

Refunds

Refunds will be issued to the original card or bank account used for payment.

Refunds will not be issued in the following circumstances:

Items showing obvious signs of use
Items not in their original condition, damaged, or with missing components for reasons unrelated to our error

Returns Process

Once your return has been received and inspected, we will send you an email confirming receipt. We will also notify you of the approval or rejection of your refund.

If your return is approved, we will process the refund as soon as possible and, in any case, within 14 days of receiving the returned item. If you fail to return the goods or cover the cost of return shipping, we reserve the right to deduct those direct costs from the refund amount.

Late or Missing Refunds

f you have not yet received your refund, please follow these steps:

Check your bank account again.
Contact your card issuer — it may take some time before the refund is officially posted.
Contact your bank — processing times may vary.

If you have completed all of the above and still have not received your refund, please contact us at [email protected], by phone, or via messenger.

Exchanges

We replace items only if they are defective or damaged upon delivery. If you need to exchange an item for the same product, please email us at [email protected].

Return Shipping

You are responsible for covering the cost of return shipping. Shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.

Depending on your location, the time required for an exchanged item to reach you may vary.

For higher-value returns, we recommend using a tracked delivery service or purchasing shipping insurance. We cannot guarantee receipt of returned items