Returns & Refunds
Returns & Refunds
A clear path when something needs to come back.
Water gear should arrive ready for the day you planned. If an Aqualen order is not right for you, contact our team before sending anything back so we can review the order, product condition, and the right next step.
Keep the product, included parts, accessories, and original packaging together while your request is being reviewed. This helps us assess the item accurately and avoid unnecessary handling.
Before You Start
Preserve the details that help us review your request.
Returns are easier to evaluate when the order information, product condition, and included components are kept together. Avoid unnecessary use after you identify a concern.
Keep the complete set together
Hold onto the product, removable parts, straps, valves, fittings, manuals, protective pieces, and packaging that arrived with the order.
Contact us promptly
Reach out as soon as you know an item may need to be returned. Include the order details and a concise description of the issue or reason for the request.
Document visible concerns
If an item arrived damaged, incomplete, or different from what you expected, clear photos of the product and packaging can help our team review the situation.
Return Process
Four steps from request to resolution.
Do not send a product back without return instructions. Starting with our support team helps make sure your package is prepared for the correct destination and review process.
Contact Aqualen
Share your order information, the product involved, and why you would like to return it. For damage or missing components, include clear supporting details.
Wait for return instructions
Our team will review the request and provide the next steps when a return is approved. Shipping treatment may depend on the reason for the return and the circumstances of the order.
Pack the item carefully
Return the product with the included parts and accessories confirmed in your instructions. Use protective packaging suitable for water-sports gear, rigid components, straps, closures, and fittings.
Inspection and refund review
After an approved return is received, the item can be reviewed against the return request. If a refund is approved, it is issued to the original payment method; posting time can vary by payment provider.
Product Condition
Inspect first. Avoid extra wear once a concern is found.
Water recreation products can show use quickly once they are exposed to sand, saltwater, chlorinated water, rough shoreline surfaces, or prolonged outdoor conditions. If you believe a product may need to come back, keep inspection limited to what is reasonably necessary.
- Keep surfaces clean and dry before repacking whenever practical.
- Do not intentionally alter, cut, drill, glue, mark, or permanently modify the product.
- Keep detachable components, straps, plugs, valves, and included accessories with the main item.
- Do not discard packaging until your request and setup are fully resolved.
- For water-exposed gear, rinse and dry it appropriately before packing if safe and practical to do so.
Refund Review
What happens after an approved return reaches us.
Refund timing has two parts: Aqualen’s review of the approved return and the time your payment provider takes to post an issued refund.
Return received
The returned item and included components are checked against the approved request and the condition described during support review.
Refund decision
If the return is approved for refund after review, the refund is issued back to the original payment method used for the order.
Payment provider posting
After a refund is issued, the time it takes to appear can vary by bank, card issuer, or payment provider. Aqualen does not control provider posting times.
Better Water-Day Prep
A careful dry inspection can prevent avoidable return issues.
Before heading to the beach, lake, river, dock, or pool, inspect new gear in a clean, dry area. Confirm fit, included parts, adjustment points, closures, valves, and intended use before exposing the product to water or rough surfaces.
Need another product type or a different setup for your activity? Browse Aqualen’s water and waterside categories before your next outing.
Aqualen Support
Have your order details ready and we’ll help you review the next step.
For return questions, product concerns, or order support, contact Aqualen with the order information and the product details that matter. Our store information is listed here for easy reference.
Common Questions
Returns & refunds, without the guesswork.
These answers cover the practical first steps. For an order-specific decision, contact Aqualen so the product and circumstances can be reviewed directly.
Should I send an item back before contacting Aqualen?
No. Contact Aqualen first and wait for return instructions. This helps ensure an approved return is prepared for the correct destination and review process.
What should I include when I contact support?
Include your order information, the product involved, and a clear description of the reason for the request. Photos can be useful when an item arrived damaged, incomplete, or visibly different from what you expected.
Can I return gear after using it in the water?
Return eligibility depends on the order details, reason for the request, and product condition. If a concern appears during initial use, stop unnecessary additional use and contact Aqualen so the circumstances can be reviewed.
How will an approved refund be sent?
When a refund is approved after review, it is issued to the original payment method. The time it takes to appear afterward can vary by bank, card issuer, or payment provider.
What if my order arrived with visible damage or missing components?
Keep the packaging and included materials, take clear photos of the product and package, and contact Aqualen with the order details. Avoid unnecessary setup or use until the issue has been reviewed.
Need help with a return request?
Contact Aqualen before shipping anything back. We’ll use your order details and the product information you provide to review the appropriate next step.