Returns Policy.

We want you to be completely satisfied with your purchase.

Damaged Goods Upon Receipt: Any goods delivered that are not reported as damaged within 3 days of receipt will be deemed to have been received in an undamaged condition.

Faulty Goods:

  • In the rare occurrence of a water mattress developing a leak, or any other product developing a fault, provided all terms, conditions, and instruction manual guidelines have been followed:
    • Evidence: Photographic evidence may be required in certain cases.
    • Inspection: Aquaglow Waterbeds may need to inspect the goods for manufacturer’s error or customer accident.
    • Resolution: Following inspection, Aquaglow Waterbeds will, at its discretion, repair, replace, or refund the goods.
    • Warranty Refund Usage Deduction Policy: In the event that a product is returned and deemed eligible for a refund under our warranty policy, the refund amount may be subject to a fair-usage deduction. This deduction reflects the period of time the product has been in use prior to the warranty claim. A 20% deduction per year of ownership will be applied to the original purchase price for each full year (or part thereof, at our discretion) from the date of purchase until the date the warranty claim is made. This deduction accounts for normal wear and tear and ensures fairness in assessing the remaining value of the product. After applying the usage deduction, the remaining balance—if applicable—will be refunded to the customer once the product has been returned and inspected.
  • Return Process for Faulty Goods: To avoid delays, please return goods prepaid with a note including your name, address, and a clear description of the fault’s nature and location.
  • Timely Returns: Once notified of a fault, goods must be returned and received by Aquaglow Waterbeds within 7 working days of the original complaint. If goods are received back later than the 7 days, Aquaglow Waterbeds reserves the right to deem you have accepted the goods.
  • Postage Reimbursement: For one year from the purchase date, we will reimburse our customers for reasonable and fair postage costs for genuinely faulty goods.
  • Non-Faulty Returns: Any goods returned to us within the guarantee period but proved not to be faulty under our thorough inspection will be returned with postal costs incurred to the customer.

Goods Returned But Not Received By Aquaglow: Aquaglow Waterbeds cannot accept responsibility for goods returned but not received by us. We recommend using a trackable shipping service.

Incorrectly Addressed Deliveries: Aquaglow Waterbeds cannot accept responsibility for goods sent to an incorrect or incomplete address provided by the customer.

Ordered in Error / Unwanted / Approval:

  • Customer Responsibility: Customers are responsible for ordering the correct items.
  • Return Conditions: Unused, ordered in error, or unwanted items (excluding beds) can be returned provided they are unopened, unused, undamaged, and in their original packaging, fit for resale, with all documentation and instructions.
  • Return Process: Please email us with the reason for the return. After the items have passed inspection, Aquaglow will reimburse by the method of payment paid, or a cheque, or exchange the goods received minus any postage & packaging costs.
  • Customer Pays Return Postage: Appropriate postage and packing costs for returns are the customer’s responsibility and are not refundable by Aquaglow.
  • Free of Charge Items: Any Free of Charge goods or items included with the price of the items ordered, including instructions for goods, must also be returned. If the customer decides to keep them, they will be charged for at the current price.
  • Return Period: Goods must be returned within 7 days of purchase. Goods are not sold on a trial basis or on approval.
  • Repackaging/Restocking Fees: Goods returned must be returned in the original packaging. If the original packaging is missing, the customer is responsible for wrapping and addressing the goods correctly and securely. Aquaglow Waterbeds will charge a modest sum for the repackaging and a modest sum of 10% for the re-stocking of items ordered in error or unwanted. Goods that will not need any repackaging will not be charged for repackaging.