We offer a standard 3-year warranty on the silicon seams on all products produced by Aquaja. I addition we offer a 1-year manufacturer’s warranty from the day of purchase. We don’t offer warranty of glass breakage. If you want to claim warranty you must inform us by e-mail or in writing. In this e-mail or writing you must state why you want to claim warranty, send proof of purchase and send pictures of the product. It is important to clearly state what is wrong with the product with your product in order to resolve the problem as quickly as possible. If your product has a defect covered by the warranty, Aquaja will repair or replace this product free of charge, depending on the situation. In this situation Aquaja will contact you to reach a solution as soon as possible.
An important condition is that products are in original condition and have not been modified by the user. No warranty is made for reckless handling of the products, neglect, alterations to the product, improper installation or damage during transportation. Warranty is only given on manufacturing errors or defects in materials that arise under normal use of the products. When not, the warranty will be invalidated.
For products being sold on our website but that are not produced by Aquaja, the manufacturer’s warranty conditions apply. If you want to make a warranty claim for one of these products, please contact the manufacturer.
Items purchased on www.aquaja.nl/diamond-line/ can be returned within 14 days after the day of purchase is most cases. During this period, you can rate the products as you would in a physical store. When you want to return a product, it must be in the same condition as when you received it, without any damage. You may remove products from the packaging unless the packaging is sealed.
If you choose to return products, we ask you to report this in advance by filling in the return form on our website. You can also inform us by sending an email to: info@aquaja.nl. Please note that you must return products within 14 days after informing us.
In the case of aquariums, please keep in mind that these must be shipped via pallet transport and that a loading ramp must be present at the transporter. As a customer, you are responsible for the transport yourself. The shipping costs for the return are for your own account, and amount to a maximum of €250.00.
We advise to check for any damage yourself and to communicate this to us in advance. Damaged items cannot be reimbursed, even if they have been damaged during transport from you to us. To prevent the latter, you can choose to send the goods with insured shipping. We also recommend that you send photos of the product before shipping, so that we know in which condition the products are sent to us.
Customized products cannot be returned because we can’t sell these products anymore.
After we have received your return, our staff will begin the assessment of the returned items and the processing of your refund. The money will be refunded in the same way as the original payment method you used during the purchase, unless otherwise requested. The amount will be refunded within 7 days.
Please fill in this form when you want to return your order and send it to:
Aquaja BV
Ampèreweg 10a
6101 XE Echt
Nederland
