Refund policy
Cancellations
You can cancel your order and receive a full refund if you get in touch with us shortly after placing the order. Since most of our products are made to order and by hand, once production is underway we will not be able to refund you.
To request a cancellation please contact Customer Service via email, info@aquagallery.com, or by phone, at +1 212- 219-9922, and we will do our best to cancel or modify your order. Cancellation requests may take several days to process, and you will be sent an email upon confirmation. A refund will be issued following the standard return process.
Returns
While we hope you love your purchase, we understand that you may need to return it. Aqua Creations accepts returns on a vast majority of our lamps, in a new, uninstalled condition and in sealed original packaging, within 30 days of receipt, unless otherwise stated on the item’s product page.
To begin a return request please contact Customer Service via email, info@aquagallery.com, or by phone, at +1 212- 219-9922. Please note that upon returning one of our products you will not be refunded for any shipping charges from your original order or for shipping your product back to us.
Exceptions
We are unable to accept returns for:
- Products that are clearly marked non-returnable on the Product Detail Page
- Products that are made-to-order
- Products that are customized to your specifications
- Products that have been assembled or installed
- Custom orders
- Products without original packaging or not in their original condition
- Light bulbs
- Large quantities of the same product (3 or more)
- Open boxes
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return.
Canadian Orders – orders returned from Canada will have shipping and any applicable taxes and customs duties deducted from the refund. Please call customer service for an estimated cost.
Shipping Damages
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item.
We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some cases it is possible to repair damages and/or defects with replacement parts, or with professional help. When this is the case, we reserve the right to utilize this as a solution.
Defective Products
We ensure that top quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 30 days of receiving your order.
Warranties
One-year limited warranty against defect in material or workmanship under normal use during this period. Please contact us if you have questions regarding specific product warranties.
Aqua Gallery and Aqua Creations shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Aqua Gallery and Aqua Creations, damages resulting from use of or reliance on the information present, even if Aqua Gallery and Aqua Creations or its suppliers have been advised of the possibility of such damages.
