Refund & Returns Policy

1. About this policy

Our website provides product information and quotation enquiries. Product selection, supply, installation and payment terms are confirmed in the accepted quotation, invoice or written order confirmation.

Before ordering, please check the model, dimensions, connections, capacity, operating conditions and quantities with our team. Any additional return, cancellation or warranty terms agreed for your order apply alongside this policy, subject to applicable law.

2. Order changes & cancellations

If you need to change or cancel an order, contact us as soon as possible. We will check whether goods have been dispatched, sourced specially, configured or installed, or whether service work has started, and confirm the available options in writing.

Any cancellation charge or deduction must have a lawful basis and be consistent with the terms agreed for your order. If we cannot fulfil an order, we will contact you about the available options and any refund due. You do not have to accept an alternative product in place of a refund to which you are legally entitled.

3. Returns of non-defective goods

For a change of mind or an item you no longer need, return eligibility depends on the written terms agreed for your order. Contact us before returning goods so that we can confirm whether a return is available and provide instructions.

When assessing a voluntary return, we consider whether the product is unused, uninstalled, complete and in resalable condition, with its original packaging and accessories where available.

Specially sourced, customised or configured equipment, cut-to-size items, installed products and opened consumables such as cartridges, membranes, filtration media and chemicals may be excluded from voluntary returns under the agreed order terms.

Any applicable return period, collection cost or restocking charge must be confirmed under those terms. These conditions concern non-defective goods; they do not remove your rights where goods are defective, damaged or incorrectly supplied.

4. Damaged, incorrect or defective goods

Please check your delivery when you receive it. Report visible damage, missing items or a model that differs from your confirmed order as soon as reasonably possible, with photographs and your delivery or invoice reference.

For a fault discovered later, tell us when it appeared, the product model or serial number, and the symptoms. Prompt reporting helps us investigate; it does not replace or shorten any claim period provided by applicable law.

We will assess the issue and provide the repair, replacement, return or refund required by applicable UAE law, including your choice of remedy where the law provides one. A remedy owed for a defect or supply error will be provided without charges that the law requires us to bear.

If the equipment appears unsafe, stop using it and contact us. Keep relevant packaging and documents where practical, but missing packaging alone does not remove statutory rights.

5. Installation, services & warranty

Installation, maintenance and service requests are assessed against the agreed scope of work and applicable law. If our service is defective or does not meet the agreed scope, contact us so we can arrange the corrective work or other remedy that is due.

Product and manufacturer warranty coverage follows the warranty terms supplied with your purchase and any rights required by law. Warranty duration and coverage are confirmed for the particular product; this policy does not create a single warranty period for all equipment.

Normal wear, exhausted consumables, misuse, unauthorised alterations and operation outside the specified conditions may fall outside a warranty where they caused the problem. This does not exclude a genuine product defect or a problem for which we are responsible.

6. How to request assistance

Email sales@aquabestuae.com or call / WhatsApp +971 52 992 0566. Please include:

• Your name and contact details.
• Your invoice, quotation or order reference, if available.
• The product model, quantity and serial number, where applicable.
• A description of the issue and the outcome you are requesting.
• Relevant photographs, videos or delivery documents, if available.

Contact us before dispatching equipment or attempting to remove an installed system. We will provide the appropriate return, inspection or service instructions. Arranging the return with us helps prevent loss or damage and does not make your statutory rights dependent on discretionary approval.

7. Refunds & return costs

When a refund is agreed or legally due, we will confirm the amount, payment method and expected processing time. Refunds will normally use the original payment method; any alternative will be agreed with you. Bank or payment-provider processing can affect when the funds appear.

We will not substitute store credit for a refund you are legally entitled to receive unless you agree. Any necessary inspection or return arrangements will follow applicable law and will not be used to delay a remedy beyond the time allowed.

Return transport, collection, delivery and installation costs depend on the reason for the return and the applicable legal or agreed terms. For a voluntary change-of-mind return, we will confirm any customer-paid costs before you proceed. For a defect or supply error for which we are responsible, we will bear the costs required by law.

8. Your rights & policy updates

Nothing in this policy or an order-specific term excludes or restricts rights or remedies that cannot be excluded under applicable UAE consumer protection law. If there is a conflict, those legal rights take precedence.

You can read the UAE Government consumer protection guidance or contact the relevant consumer protection authority if an issue remains unresolved.

We may update this page to reflect changes to our processes or applicable law. Updates do not retrospectively remove rights or commitments that apply to an existing purchase. Please also see our Privacy Policy for how we handle the information you provide.

9. Contact Aqua Best