Returns & Refunds Policy

Welcome to our online store! To ensure that you have a clear understanding of our return and refund policies, please read the following carefully. By placing an order in our store, you accept these policies.

1. Eligibility for Returns

  • ​Timeframe: Returns must be requested within ​30 days of receiving the item.
  • ​Condition Requirements:
    • Items must be ​unused, unwashed, and in original packaging with all tags attached.
    • Proof of purchase (order number or receipt) is required.
  • ​Non-Returnable Items:
    • Sale/discounted items, gift cards, or customized products.
    • Intimate apparel, cosmetics, or hygiene-sensitive items ​if opened.
    • Items damaged due to customer misuse.

​2. Return Process

​Step 1: Initiate a Return

  • Email ​support@aquaxfusion.com with:
    • Your ​order number.
    • Photos/videos of the item(s) showing their condition.
  • Our team will review your request and respond within ​3 business days.

​Step 2: Ship the Item

  • ​Return Address (if approved):
    ​920 N Meade Ave, Colorado Springs, CO 80909, US
  • ​Shipping Requirements:
    • Use a ​tracked shipping method (e.g., USPS, FedEx, UPS).
    • Signature confirmation is recommended for high-value items.
    • ​Unauthorized returns (e.g., sent to incorrect addresses) will be rejected.
  • ​Return Label:
    • ​Customer’s Responsibility: Prepare and pay for return shipping unless the return is due to ​our error (e.g., wrong item shipped).
    • ​Prepaid Label: Provided via email ​only for returns caused by us.

​Step 3: Refund/Exchange

  • Inspection occurs within ​3-5 business days of receiving the item.
  • ​Approved Refunds: Processed to your original payment method within ​7 business days (bank processing times may vary).
  • ​Exchanges: A replacement will be shipped once the returned item is verified.

​3. Shipping Costs & Fees

  • ​Free Return Shipping: Provided ​only if the return is due to our error (e.g., defective/wrong item).
  • ​Customer-Paid Shipping: Required for returns due to buyer’s choice (e.g., wrong size, change of mind).
  • ​No Restocking Fees: We do not charge any hidden fees.

​4. Refund Details

  • ​Original Shipping Costs: Non-refundable unless the return is due to ​severe quality issues.
  • ​Delayed Refunds: Contact your bank/payment provider first, then email us if unresolved.

​5. Order Cancellations

  • ​Pre-Shipment: Full refund if canceled before the item leaves our warehouse.
  • ​Post-Shipment: Cancellations are unavailable. You may return the item upon delivery.

​6. Liability & Disclaimers

  • ​Lost/Damaged Returns: We are not responsible for return packages lost in transit. Use tracking and insurance for protection.
  • ​Policy Abuse: We reserve the right to deny returns for suspected fraud or excessive misuse.

​7. International Returns

  • ​Customs Duties: Paid by the customer unless required by law.
  • ​Return Address: Items must be shipped to our US warehouse (address above).

​8. Contact Us

  • ​Email: support@soxavip.com (response within 2-3 business days).
  • ​Hours: Mon-Fri, 9 AM–6 PM MST.

​FAQ

Q: How long does a refund take to appear in my account?
A: Refunds are issued within 7 business days after approval. Allow 3-10 business days for your bank to process.

Q: Can I return a gift?
A: Yes, if it meets eligibility criteria. The refund will be issued to the original payment method.

Q: What if I receive a damaged item?
A: Email us immediately with photos. We’ll provide a prepaid label and expedite your replacement/refund.

Q: Do you accept returns without authorization?
A: No. Unauthorized returns will be rejected and returned to the sender.

Policy Last Updated: March 20, 2025