Refund and Returns Policy

Effective date: September 26, 2026

This policy explains when Aqa Trade will take a product back, how to arrange it, and how quickly the money returns to you. It is deliberately specific, so that you know where you stand before you order rather than afterwards.

1. What we accept

We accept returns in three situations:

• A manufacturing defect - a flaw in the materials or the workmanship of the product.
• Damage in transit - the item arrived broken or damaged because of how it travelled.
• The wrong item - what arrived is not what you ordered.

2. What we cannot accept

We cannot accept a return for change of mind, for personal preference, or because an item is a different size or colour than you pictured. That is why every listing carries the materials and the measurements: check them against your space before you order, and if anything is unclear, ask us first and we will measure or check for you.

3. The time limit

Contact us within 30 days of the delivery date to request a return. Requests made after that window cannot be processed.

4. Damaged deliveries

Report transit damage within 72 hours of delivery. Carriers hold us to short claim windows, and after that they will not entertain a claim. Please send photographs showing:

• the damage to the product itself;
• the outer shipping box and its condition;
• the shipping label, legible in the frame;
• the packaging material from inside the box.

Keep the box and the packaging until the claim is settled - the carrier may want to inspect them.

5. How to start a return

• Email support@aqatrade.com with your order number and a description of the problem, attaching photographs where the item is damaged or defective.
• We review the request and confirm whether it qualifies within 1-2 business days.
• If it is approved, we send return instructions. Please do not send anything back before you have them - an unannounced parcel cannot be matched to an order.
• Pack the item securely, in its original packaging where you still have it, and send it using the instructions provided.
• We inspect it on arrival and process the refund.

6. Who pays the return shipping

On an approved return - defective, damaged or incorrect - we pay the return shipping. You are never out of pocket for sending back something that should not have reached you in that condition.

7. Your refund

Refunds go back to the original payment method used at checkout; we cannot redirect a refund to a different card or account. We do not offer exchanges or store credit, so a faulty item is refunded rather than swapped - order a replacement separately if you still want one.

8. How long refunds take

Once the returned item reaches us and has been inspected, the refund is issued within 3-7 business days. Your bank or card issuer may take a further few days to show it on your statement, which is outside our control.

9. Cancelling an order

To cancel, email support@aqatrade.com with your order number as quickly as you can. Since orders are processed within 0-1 business days, an order that is already packed or handed to the carrier cannot be stopped; in that case, wait for it to arrive and contact us if there is a problem with it.

10. Contact

For anything to do with a return or a refund:

• Email: support@aqatrade.com
• Phone: +1 (330) 622-4219
• Hours: Monday-Saturday, 9:00 AM - 6:00 PM ET