Shipping & Returns
Shipping & Returns
Here you’ll find all the information regarding shipping and returns. If you can’t find what you’re looking for, please contact us using the contact form on our FAQ page.
Shipping
Order Confirmation & Tracking
After ordering your AquaTru products, you will receive an order confirmation email. Once your package is shipped, you will receive a shipping confirmation email from our shipping partner, including a tracking number. With this number, you can track the status of your order.
If you need to change the shipping address after placing an order, please contact us at info@aquatruwater.eu with the subject line:
"Shipping Address Change – Order X" (Replace X with your order number).
Delivery Time
All deliveries within the EU are shipped with DPD. Delivery times vary depending on the country.
Shipping Costs
Our shipping costs are based on the destination country and are as follows:
| Zone | Countries | Shipping Cost | Free Shipping From |
|---|---|---|---|
| 1 | Netherlands | €6.95 | €200 |
| 2 | Austria, Belgium, France, Germany, Luxembourg, Poland | €9.95 | €200 |
| 3 | Denmark, Ireland, Italy, Portugal, Spain, Sweden | €14.95 | €200 |
| 4 | Albania, Andorra, Bosnia & Herzegovina, Bulgaria, Croatia, Czechia, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Norway, Romania, Serbia, Slovakia, Slovenia | €29.95 | €300 |
| 5 | Belarus, Cyprus, Gibraltar, Isle of Man, Latvia, Malta, Norway, San Marino, Ukraine | €69.95 | No free shipping |
| 6 | Switzerland | 9.95 CHF | 400 CHF |
For any further shipping-related questions, feel free to contact our support team at info@aquatruwater.eu.
Returns
All items purchased from our webshop can be returned within 14 days after purchase.
Due to health and hygiene regulations, AquaTru products can only be returned if the seal on the package is intact. This means the products must be unopened and unused.
How to Return a Product:
1. Send an email with your order number, name, contact information, and reason for return (if any) with the subject:
"Return X" (Replace X with your order number) to info@aquatruwater.eu.
This must be done within 14 days after receiving your products.
2. Wait for a response from us before sending your package. Only return your products after receiving our confirmation.
3. Pack your products securely and include the packing slip, indicating which products are inside. Ensure they are well protected to avoid damage during transportation.
4. Ship the package (at your own cost) to:
AquaTruWater B.V.
Groesbeekseweg 22
6524 DB, Nijmegen
The Netherlands
5. Inspection and refund. Once we receive your return, we will inspect the package. If everything is in order, you will receive a refund (excluding shipping costs) within 14 days.
Important Notes:
- Ensure that your return is properly packed, as the risk of damage lies with the customer (the sender).
- We do not cover return shipping costs.
For any questions regarding returns, feel free to contact our team at info@aquatruwater.eu.