Return Policy

At EclarAqua , we are committed to ensuring your satisfaction with every purchase. If you need to return an item, our process is designed to be simple and straightforward. Please review the details below to understand how returns work.


Eligibility for Returns

We accept returns for defective or damaged items within 14 days of delivery. For hygiene and safety reasons, opened or used products cannot be returned. Additionally, custom or personalized orders, as well as clearance or final sale items, are not eligible for return.


Returns must be initiated within the specified timeframe, and all items must be in their original condition, including packaging, labels, tags, and accessories. Items showing signs of use, damage, or tampering will not be accepted.


Defective or Damaged Products

If you receive a product that is defective, damaged, or does not match your order, please follow these steps:


  • Inspect your order upon arrival. If you notice any visible damage, contact us within 48 hours so we can assist you promptly.
  • Initiate a return through your EclarAqua account using the link provided in your order confirmation email. Navigate to the Returns Center to submit your request.
  • For defective or damaged items, we will cover the cost of return shipping and provide a prepaid shipping label via email once your return is approved.
  • Once we receive and inspect the returned item, we will issue a refund or send a replacement, depending on your preference and availability of stock.

Non-Defective Returns

For non-defective items, customers are responsible for all return shipping costs. We recommend using a trackable shipping service to ensure safe delivery and retaining proof of shipment.


To initiate a return:

  • Log in to your EclarAqua account using the link in your order confirmation email.
  • Navigate to the Returns Center and select the item(s) you wish to return, providing a reason for the return.
  • Package the item securely in its original packaging and arrange for shipping yourself.

Once we receive and verify the returned item, we will process your refund within 5–7 business days. Please note that refund times may vary depending on your bank’s processing policies.


Non-Returnable Items

The following categories of items are not eligible for return under any circumstances:

  • Opened or used products, due to hygiene and safety reasons.
  • Custom or personalized orders.
  • Clearance or final sale items.

Exchanges

If you wish to exchange an item for a different size, color, or product, please initiate a return for the original item and place a new order for the desired replacement. Unfortunately, we do not offer direct exchanges at this time.


Initiating a Return

To start the return process:

  • Use the link in your order confirmation email to log in to your EclarAqua account.
  • Navigate to the Returns Center section of your account dashboard.
  • Select the item(s) you wish to return and provide a reason for the return.
  • Follow the instructions provided to complete the return.

contact our customer support team for assistance with any issues


Frequently Asked Questions (FAQs)

Can I return items purchased as gifts?

Yes, gift purchases can be returned following the same guidelines outlined above. The recipient can access the Returns Center using the link in the order confirmation email.


What if my item was lost during return shipping?

To avoid complications, we recommend using a trackable shipping service when returning items. If your package gets lost, we may require proof of shipment before processing your refund.


Do I have to pay for return shipping?

Yes, customers are responsible for return shipping costs unless the item is defective or damaged. In such cases, we will provide a prepaid shipping label.


Contact Us

If you encounter any issues accessing your account or initiating a return, our customer support team is here to help, just press the contact button.


We’re committed to making your experience with EclarAqua as seamless and enjoyable as possible.


Thank you for shopping with EclarAqua . We appreciate your understanding and cooperation in adhering to our return policy.

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