Refund policy

How to exchange or return goods?

AquaFlask customers may return Aquaflask bottles and tumblers within 14 days of the delivery date, provided they meet the following conditions and are accompanied by proof of purchase:

• The bottle or tumbler has not been personalized with any custom engraving or other requested modifications.

• The product is unused and in its original condition.

• The product's packaging and the original box are undamaged.

Please note that we reserve the right to refuse a refund if the returned item does not meet these criteria.

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or exchanges on lids or straws. All sales for these items are final.

For Purchases at the store (offline)

Come to our store and bring the receipt within 14 days from purchase. Our team will be happy to assist. A credit note will be issued for in-store purchases. 

Purchase from our Website (online)

You can return your order to our store in Attard within 14 days of purchase for a full refund or exchange. Refunds will be processed back to the card used for your online purchase.

We would like to inform you that if you return the items by courier, you will have to pay a courier fee. The fee depends on where the items are collected from. We will provide you with a quote for the fee after we receive your request and before we send our courier to pick up the items.

When a refund is due, this amount will be deducted from the refund being processed. If no refund is due, the courier fee must be pre-paid before items can be dispatched.

Please email our e-commerce team with details and the receipt number of the items you would like to return/exchange. We will then send you a return note that needs to be included with the items being returned.

Any returns via courier need to be properly packed and sealed for transport.

Refunds will be processed either by bank transfer or by refund to your credit card.

You will receive an email notification from us after we receive your package.

Notes:

We will only proceed with your refund/exchange request once we have received your package

Refunds for returns via courier will be processed within 5 days from when goods are received and will be refunded back to the credit card used for online purchase. Please allow up to 30 days for it to reflect in your credit card statement.

If you have questions, kindly contact us by sending email to info@AquaFlask.mt