Our Return Policy outlines the procedures and responsibilities for returning items. It specifies the conditions under which returns are accepted, the costs involved, and the steps customers must take to initiate a return. This policy ensures clarity and fairness, helping customers understand their obligations and the support Aquantuo provides throughout the return process.
We do not offer return services once an item has arrived in the destination country where we do not offer export services back to the country of origin. In countries where we offer export to the country of origin the customer shall bear the full cost of export. When items arrive at our warehouses at the country of origin, we shall share one photo of your received orders. We shall provide additional photos of the items if required at a fee of $1 for each additional image shared.
Customers are required to confirm the items received, condition and advise on any damage. Should a customer request a return of an item to a seller/ store or the sender, Aquantuo will require the customer to share a prepaid return label and the team will facilitate the process at the country of origin. The customer must pay for all associated costs to return the item including a service of $10 for each return.
Should Aquantuo prepare the return label and pay the fees on behalf of the customer, the customer will be required to cover all the fees associated with the return and a service fee of $15 for each return. This return processing fee is waived for Buy for Me orders and premier members.
Aquantuo generally ships only packages with paid shipping invoices. However, in exceptional cases, we may allow the shipment of unpaid packages this exception applies only to packages being shipped to Nigeria.
Return Requests: All return requests must be submitted before the shipping fees are paid. Once a package has been packed and prepared for export to the destination country, Aquantuo will not process any return requests to the seller or store. It is the member’s responsibility to verify with the seller or store that the correct item is being shipped before it arrives at Aquantuo’s warehouse.
Payment and Delivery: Upon arrival in Nigeria, the member will be notified that the package is ready for pick-up or delivery.
Payment for shipping must be completed within seven (7) days of this notification.
Failure to make payment within this period will result in the accrual of storage fees and may trigger Aquantuo’s Abandoned Package Policy.