Refund policy

Returns Policy
We have a 7-day returns policy, meaning you have 7 days from receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase, confirming the item was purchased directly from AquaFlask NZ and not from any other shop or country.

To initiate a return, please contact us at sales@aquaflasknz.co.nz. Returns should be sent to the following address:

AquaFlask NZ
Unit 3, 76 Porana Road Hillcrest
Auckland
New Zealand 0627
+64 9 200 4878

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without prior approval will not be accepted.

For any questions about returns, feel free to contact us at sales@aquaflasknz.co.nz.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if your item is faulty, damaged, or if you have received the incorrect item, so we can assess the problem and resolve it for you.

Exceptions / Non-Returnable Items
We regret that we cannot accept returns on sale items, gift cards, or AquaFlask bottles purchased from overseas or from unauthorised retailers.

We are unable to process returns if you have simply changed your mind about a purchase, so please choose carefully.

Exchanges
The quickest way to get the item you want is to return the one you have. Once your return is accepted, you can make a separate purchase for the new item.

Refund Policy

We are committed to providing high-quality products and ensuring customer satisfaction. As part of this commitment, we offer a 30-Day Money-Back Guarantee on all AquaFlask water bottles. Please review the details of our refund policy below.

30-Day Money-Back Guarantee (Water Bottles Only)

If you are not satisfied with your AquaFlask water bottle, you may return it within 30 days from the date of purchase for a full refund.

Conditions for Eligibility:

- The money-back guarantee applies only to AquaFlask water bottles and does not cover accessories.
- The product must be in its original condition, free from excessive wear and tear, misuse, or damage caused by improper handling.
- Customers must provide a valid proof of purchase (receipt, order confirmation, or invoice) to be eligible for a refund.
- Refunds will be processed through the original payment method used at the time of purchase.

Standard Return Policy (Non-Warranty Returns)

For any other returns that do not fall under the money-back guarantee (e.g., incorrect purchase, change of mind for accessories), our standard return policy applies:

- Items must be returned in their original, unused condition.
- Proof of purchase is required.
- Customers may be responsible for return shipping costs.

Faulty or Defective Items

In accordance with the Consumer Guarantees Act 1993 (CGA), customers are entitled to a repair, replacement, or refund if the product is faulty, not of acceptable quality, or does not meet its intended purpose. This applies to all products, including accessories.

How to Process a Return

- Contact our customer support team at sales@aquaflasknz.co.nz with your order details and reason for return.
- Our team will guide you through the return process, including shipping instructions.
- Once we receive and inspect the returned product, we will process your refund within 5-7 business days. If approved, you will receive your refund within 10 business days. Please bear in mind that it may take some time for your bank or credit card provider to process and post the refund to your account.