Return & Refund Policy
Effective Date: September 30, 2026
Introduction
Thank you for shopping with AquaSoul Community Shop! We want you to enjoy what you receive and feel confident shopping with us.
Because many of our home goods and décor items are fulfilled and shipped directly by our third-party suppliers, our return and refund process may vary slightly by product. We work with our fulfillment partners to help resolve issues as fairly and efficiently as possible.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please send us:
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Your order number
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A brief description of the problem
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Clear photos of the item and any visible damage
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Photos of the packaging when applicable
Please contact us within 7 days of delivery so we can review the issue with the fulfillment supplier.
If the item qualifies for a replacement or refund, AquaSoul Community Shop will work with you to resolve the issue. Depending on the circumstances, you may be offered:
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A replacement item at no additional cost;
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A refund to your original payment method; or
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Another appropriate resolution agreed upon by AquaSoul Community Shop and the fulfillment supplier.
Please do not return a damaged or incorrect item unless we provide return instructions. Returning an item without prior authorization may delay your refund or replacement.
2. Returns for Unwanted Items
We understand that sometimes an item simply isn't what you expected.
For eligible products, we may accept returns for unwanted or unused merchandise when:
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The return is requested within 14 days of delivery;
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The item is unused and in its original condition;
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The item is returned in its original packaging when reasonably possible; and
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The item is eligible for return under the applicable supplier's return requirements.
Return shipping costs for unwanted items are generally the responsibility of the customer.
Because our products are fulfilled by different suppliers, some items may have specific return requirements or may be non-returnable. We will let you know the applicable requirements before you send an item back.
3. Non-Returnable Items
Certain products may not be eligible for return or refund, including items that are:
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Personalized or made specifically for the customer;
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Clearance or final-sale items, when identified as such;
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Used, altered, washed, or damaged after delivery;
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Missing original components or packaging when those are required for the return; or
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Otherwise identified as non-returnable in the product listing.
Some products may also be subject to special supplier return restrictions.
4. Refunds
Once an approved return is received and reviewed, we will notify you whether your refund has been approved.
Approved refunds are generally issued to the original payment method.
Please allow additional processing time for your bank or payment provider to post the refund to your account.
Shipping charges are generally non-refundable, except when the refund is due to an error on our part, a defective product, or an item that arrived damaged or incorrect.
5. Replacements
When an item arrives damaged, defective, or incorrect, we may offer a replacement instead of a refund when the product and supplier availability allow.
If the replacement is unavailable, we may provide a refund or another appropriate resolution.
6. Lost, Delayed, or Stolen Packages
Once an order has been shipped, delivery is handled by the applicable shipping carrier.
If tracking shows that a package is delayed, please contact us so we can help determine the appropriate next step.
If tracking shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, building management, and the carrier when appropriate.
AquaSoul Community Shop will work with the fulfillment supplier and/or carrier when an order appears to be lost in transit. However, we cannot guarantee reimbursement for packages confirmed as delivered to the shipping address provided at checkout.
7. Incorrect Shipping Address
Please carefully review your shipping information before completing your purchase.
If you provide an incorrect or incomplete shipping address and the order has already been shipped, additional shipping or replacement costs may apply.
If you notice an address error before your order ships, contact us as soon as possible. We will do our best to request an address correction, but we cannot guarantee that changes can be made after an order has entered fulfillment.
8. Multiple Items or Multiple Shipments
Because AquaSoul Community Shop uses third-party fulfillment partners, products purchased in the same order may sometimes arrive in separate packages or at different times.
Receiving only part of an order does not necessarily mean an item is missing. Please check your tracking information and allow the applicable delivery window before reporting an item as missing.
If an item appears to be missing after the expected delivery period, contact us with your order number and we will investigate.
9. How to Request a Return or Refund
To request a return, replacement, or refund, please contact AquaSoul Community Shop through our customer support/contact channel and include:
Order Number:
Name:
Item(s):
Reason for Request:
Photos (when applicable):
Please wait for return instructions before sending merchandise back.