Returns, Shipping & Refund Policy


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Some health and personal care items
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and we will advise on how to send it back 


To return your product, please email us at so we can provide you with our postal address 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We use parcel bubble bags and are fully recyclable within the soft plastic [plastic number 4 and 5] waste stream. Soft plastic packaging can be recycled at the Packaging Forum Soft Plastics Programme collection bins being rolled out across New Zealand at retailers including The Warehouse, New World and Pak’n’Save. Our packaging can also be recycled through local kerbside collection or at recycling points 

Order Status

Order Processing
Our goal is to deliver your order to you in the most timely fashion possible. The majority of orders ship within two business day of order placement and take up to 3-5 working days to arrive via tracked courier. For more information, please contact AQWA Ltd via email at

Tracking your order
Upon placing your order, you will receive an order confirmation. Once your order ships, a shipping confirmation will be sent to your email. For additional assistance, please contact AQWA Ltd via email at