AQUABLOCKLABS - Return & Refund Policy

 

1.Core Principles

We are committed to resolving all product quality issues (e.g., manufacturing defects, significant discrepancies from the description). 

At the same time, as a custom-made product store, the “Custom” nature means each item is uniquely created for you based on your photos and specifications and cannot be resold through regular channels. 

Therefore, we have reasonable restrictions on refunds for non-quality issues. Thank you for your understanding.

 

2.Refund Policy

Given the unique nature and labor costs involved in custom products, order cancellations at different production stages are subject to the following terms:

2.1 Full Refund:

 *Condition*: Order is successfully cancelled **before** the design work has begun.

2.2 50% Refund:

 *Condition*: Order is cancelled **after** the design work has begun but **before** your final approval for production.

2.3 No Refund:

*Condition*: Order is cancelled **after** your final approval for production.

**Exception**: This clause does not apply if the product has **quality issues** (see “Part III: Quality Guarantee” below).

3. Quality Guarantee & Replacement Policy

We offer a 90-day quality guarantee from the date of receipt. Because each product is uniquely custom-made from your photo and cannot be resold, we do not accept returns for items without a quality-related issue.

3.1 Covered Scenarios:

* The product has manufacturing defects or is damaged.

* The received product is **significantly different** from the custom photo you submitted.

* We shipped the wrong item (e.g., another customer’s order).

Solutions:

* We will either **remake the correct product for you free of charge** or offer a **full refund**, depending on your preference.

 * For situations requiring a return, we will cover the return shipping costs and all expenses associated with the remake/replacement.

*Note: Please ensure the product meets the following condition to facilitate your remake or refund: In the same original condition as you received it: unassembled, undisplayed, and unused.

3.2 Not Covered Scenarios:

* Returns or exchanges due to **personal reasons** (e.g., change of mind, personal subjective judgment on color/size).

* Damage caused by **misuse, accident, or improper care**.

* Issues resulting from **the photo/design file you provided** being blurry, low-resolution, or having inherent color inaccuracies.

 

4.Process

4.1 Contact Support:

Email us at **[aquablocklabs@qq.com/aquablocklabs@gmail.com]** with your order number, description of the issue, and relevant photos/video evidence.

4.2 Assessment & Authorization

We will review your case within **3-5 business days**. If approved under our policy, we will provide a detailed return address (if needed) 

4.3 Return Shipment

Please ship the product back as instructed. **Unauthorized return packages may not be processed**.

4.4 Resolution

Upon receipt and verification of the return, we will process your refund or initiate the remake within **10 business days**. Refunds will be issued to the original payment method.

 

5.Important Disclaimers

5.1 Content Rights & Liability 

**You affirm and guarantee** that you own all necessary rights to, or have obtained legal authorization for, all photos, images, text, or other content you provide for customization. You assume full legal responsibility for any infringement claims (including rights of publicity, copyright, trademark, etc.) and shall indemnify AQUABLOCKLABS against any claims or losses arising therefrom.

5.2 Color & Display Variations

Slight variations between the physical product and images shown on screens may occur due to differences in monitor/device displays and the natural properties of materials. This is **not considered a product quality issue**.

5.3 Policy Update Right

 AQUABLOCKLABS reserves the right to modify this policy in accordance with laws and operational needs. The updated policy will be posted on this page.

 

6.Contact Us

If you have any questions regarding this policy, please contact us via email at **[aquablocklabs@qq.com/aquablocklabs@gmail.com]**.