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At Aqualisse, we are committed to your satisfaction with our water wellness products. This Return Policy outlines the terms and conditions for returning products purchased through clearingskeleton.ddd. We want you to feel confident in your purchase and will work with you to resolve any issues with products that do not meet your expectations.
This policy complies with the Consumer Guarantees Act 1993 and other applicable New Zealand consumer protection laws. Your statutory rights as a consumer are not affected by this policy.
Under New Zealand law, you have guaranteed rights when purchasing products, including:
This Return Policy provides additional rights beyond these statutory guarantees and should not be interpreted as limiting your legal rights under New Zealand consumer law.
You may return most wellness products within 30 days of delivery for a full refund or exchange, provided the items meet the conditions outlined in this policy. The 30-day period begins from the date you receive the product, as confirmed by delivery tracking information.
For returns to be accepted, you must initiate the return process within this 30-day window by contacting us through the methods provided in this policy.
To be eligible for a return or exchange, products must be:
We reserve the right to refuse returns or issue partial refunds for items that do not meet these conditions or show signs of use.
Aqua Essence Bottles and other hydration bottles may be returned if they are unopened and in original packaging. Once a bottle has been unsealed or filled with liquid, it cannot be returned for hygiene reasons, unless it is defective or fails to meet consumer guarantees.
Serenity Hydration Kits and similar wellness kits may be returned if the packaging seal is unbroken and all contents remain unused. If any component has been opened or used, including herbal blends or infusion materials, the kit cannot be returned unless defective.
Tranquil Flow Fountains and other electronic wellness products may be returned within 30 days if they remain in unopened original packaging. If you have opened and tested the product and found it defective or not as described, we will work with you to repair, replace, or refund the item under consumer guarantees.
Products that have been customized or personalized to your specifications cannot be returned unless they are defective, damaged, or materially different from what was ordered.
The following items cannot be returned under our general return policy, except in cases of defects or consumer guarantee failures:
However, if any of these items are defective, damaged upon arrival, or do not match their description, you are still entitled to a remedy under consumer guarantees.
If you receive a defective or damaged product, please contact us immediately and within 7 days of delivery. We will arrange for inspection, repair, replacement, or refund as appropriate under consumer guarantee laws.
When reporting a defect or damage, please provide:
If a product has a manufacturing defect, we will provide a remedy at no cost to you. Depending on the nature and severity of the defect, we may offer:
If your wellness product arrives damaged due to shipping, we will arrange a replacement or refund at no cost to you. Please retain all packaging materials, as we may need to file a claim with the shipping carrier. We will handle the entire process and ensure you receive a satisfactory resolution.
We understand that sometimes a product may not be quite what you expected. If you change your mind about a purchase, you may return eligible products within 30 days, subject to the conditions outlined in Section 3.2 and Section 4 of this policy.
Change of mind returns must be:
We will process a full refund once we receive and inspect the returned product, typically within 5-7 business days.
To start a return, please contact us using one of the following methods:
Please do not return products without first contacting us. Unauthorized returns may not be accepted or refunded.
Once you contact us, we will:
Your Return Authorization Number must be clearly marked on the outside of the return package.
When returning products, please:
We recommend using a trackable shipping service and retaining your shipping receipt until the return is processed.
For change of mind returns or non-defective products, the customer is responsible for return shipping costs unless we agree otherwise. We recommend using a tracked and insured shipping method, as we cannot be held responsible for items lost or damaged during return transit.
We will cover return shipping costs if:
In these cases, we will provide a prepaid return shipping label or reimburse your actual shipping costs upon receipt of the returned item.
Upon receiving your returned product, we will inspect it to verify that it meets the return conditions. This inspection typically takes 2-3 business days. We will notify you once we have received and inspected your return.
If your return is approved, we will process your refund within 5-7 business days. The refund will be issued to your original method of payment unless alternative arrangements are made.
Refunds include:
Once a refund is processed, the time it takes to appear in your account depends on your financial institution:
If you have not received your refund within these timeframes, please check with your bank or credit card company before contacting us.
In some cases, we may issue a partial refund if:
We will contact you before issuing a partial refund to explain the reduction and offer alternatives if appropriate.
If you wish to exchange a product for a different item, please follow the return process outlined in Section 8. Once we receive and process your return, we will issue a refund, and you can place a new order for the desired product.
Alternatively, if you want to exchange for the same product due to a defect, please contact us directly and we will arrange a direct replacement shipment.
Exchanges are subject to product availability. If the product you want to exchange for is out of stock, we will notify you and offer alternatives or process a refund instead.
Many of our wellness products come with manufacturer warranties covering defects in materials and workmanship. Warranty periods vary by product and are specified in the product documentation included with your purchase.
For warranty claims outside the 30-day return window, please contact us with your order details and a description of the issue. We will facilitate warranty service with the manufacturer or provide direct support as appropriate.
Even after the standard return period and manufacturer warranty expire, we remain committed to supporting our customers. If you experience issues with a product, contact us and we will do our best to assist with troubleshooting, repairs, or replacement parts.
Aqualisse does not charge restocking fees for returns that meet our return policy conditions. However, if a product is returned in unsatisfactory condition (showing use, missing components, or damaged packaging not due to shipping), we may deduct an amount from your refund to cover the cost of restoring the product to saleable condition.
We will always contact you before applying any deductions to discuss the situation and explore alternatives.
If you refuse delivery of a package or if a package is returned to us as undeliverable due to an incorrect address you provided, we will issue a refund for the product cost minus actual shipping costs incurred. If the return was due to our error in the shipping address, we will issue a full refund or reship the product at no additional cost.
While we want you to be satisfied with your purchases, we reserve the right to refuse service to customers who demonstrate patterns of excessive returns or suspected abuse of our return policy. We will contact you directly if we have concerns about your return activity.
Products purchased during holiday periods may be eligible for extended return windows. We will clearly communicate any special return periods on our website during promotional events. Unless otherwise stated, standard return policy terms apply.
Our primary return policy covers returns within New Zealand. If you are located outside New Zealand and received a product from us, please contact us before initiating a return to discuss options and determine who will cover international return shipping costs.
We are not responsible for packages that are marked as delivered by the carrier but that you did not receive. However, we will work with you to investigate the situation with the shipping carrier and explore resolution options. We recommend using a secure delivery location or requesting signature confirmation if you have concerns about package security.
In the unlikely event that a product is recalled due to safety concerns, we will contact all affected customers directly with instructions for returning the product for a full refund or replacement. Your safety is our priority, and we will cover all costs associated with recalled products.
If you received a wellness product as a gift and wish to return it, please contact us with the order number if available. We will work with you to facilitate a return. Refunds for gift returns may be issued as store credit if we cannot verify the original payment method.
If you have questions about our return policy or need assistance with a return, please contact us:
Aqualisse
103 Lake Road, Belmont, Auckland 0624, New Zealand
Phone: +64212117196
Email: admin@clearingskeleton.world
Website: clearingskeleton.world
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM NZST. We aim to respond to all return inquiries within 1-2 business days.
We may update this Return Policy from time to time to reflect changes in our practices, legal requirements, or product offerings. Changes will be posted on this page with an updated "Last Updated" date. For significant changes, we will provide notice through email or a prominent website notice. Returns initiated before policy changes will be governed by the policy in effect at the time of purchase.
If you have a complaint about our handling of a return or refund, please contact us first so we can attempt to resolve the issue. If you are not satisfied with our response, you may contact:
Disputes Tribunal
Ministry of Justice
Website: www.disputestribunal.govt.nz
Phone: 0800 268 787
Or
Consumer Protection New Zealand
Website: www.consumerprotection.govt.nz
At Aqualisse, we stand behind our water wellness products and want you to be completely satisfied with your purchase. This Return Policy is designed to be fair and transparent while protecting both your rights and our business interests. If you have any questions or concerns, please do not hesitate to reach out to our customer service team.