Refund policy

Because of health and hygiene regulations, AquaTru products can only be returned when the seal on the package is intact. This means that the products should be unopened and unused. Products that have been opened or used cannot be accepted for return.

Please read the following carefully before initiating a return:

How to Initiate a Return
  1. If you wish to return your products, please first send an email to info@aquatru.eu within 14 days of receiving your order. Include your order number (AQxxxxx), along with your name, contact details, and a reason for the return.
  2. Please do not send your package before receiving a reply from our team confirming your return. Once your return has been approved, you may send your package to us (at your own cost). Include the packing slip in your package and ensure all items are securely packed to prevent damage during transport.


Return Costs and Handling Fees
Returns are at your own cost, and we charge a €5 handling fee for all returns. Refunds will be issued within 14 days after we receive and inspect your returned package.

Please note:
  • Refunds cover the product cost only.
  • Shipping costs are not refunded. This also applies to orders that originally qualified for free shipping. If free shipping was applied at checkout, the original shipping costs will still be deducted from your refund when the order is returned. The same applies if a parcel is refused or not accepted upon delivery: the shipping costs will not be refunded and will be deducted from the total refund amount.
  • The €5 handling fee will also be deducted from the refund amount.


Order Cancellations
Once an order is placed, it cannot be cancelled or adjusted, as all orders are handled directly and processed immediately. Exceptions may apply in rare cases, but these must be discussed with our customer service team as soon as possible.

Important Notes
Products must be unopened and unused to qualify for a return. Following the steps outlined above ensures that your return is processed efficiently and your refund is issued promptly.

If you have any questions regarding returns, refunds, or cancellations, please contact our team at info@aquatru.eu, and we will be happy to assist you.