Refund policy

This refund policy is operated by AIMALL PTY LTD (ABN: 68 601 572 043) trading as AquaDownUnder, an Australian company based at 1a/19 Berry St, Clyde NSW 2142.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy is offered in addition to your rights under the Australian Consumer Law.

How to request a return

For all return requests please contact support@aquadownunder.com.au and include the following information:

  • Invoice & order number
  • Name on the order
  • Item(s) you wish to return
  • Reason for return
  • Any additional details listed below

Do not return items until you have contacted us and we have provided instructions. All approved returns are sent to: AIMALL PTY LTD — AquaDownUnder, 1a/19 Berry St, Clyde NSW 2142, Australia.

Damages and defects

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please attach photos of the item in your email. We will resolve the issue as soon as possible.

For damages and defects: you do not pay return shipping — we cover it.

Change-of-mind returns

To be eligible for a change-of-mind return, your item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. If your return is accepted, we will send instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.

For change-of-mind returns: you may be required to pay the return shipping fee.

Non-returnable items

We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund processing time

We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it can take an additional 3–5 business days for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@aquadownunder.com.au.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure, or compensation for any other reasonably foreseeable loss or damage, in accordance with the law.

Contact us

  • Business: AIMALL PTY LTD (ABN: 68 601 572 043) trading as AquaDownUnder
  • Address: 1a/19 Berry St, Clyde NSW 2142, Australia
  • Email: support@aquadownunder.com.au
  • Hours: Mon – Fri 9:30 am – 5:00 pm (Sydney time, excluding public holidays)