This Return and Refund Policy outlines the conditions for returning products and receiving refunds for purchases made on www.aquagripmat.com. This policy is governed by the consumer protection regulations of Romania and the European Union.
1. Right of Withdrawal Consumers within the European Union have a statutory right of withdrawal. You possess the right to withdraw from your purchase contract within 14 days without providing any reason. The withdrawal period will expire 14 days from the day on which you, or a designated third party other than the carrier, acquire physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear written statement via email at absorbent@aquagripmat.com.
2. Return Process for Withdrawn Orders If you choose to exercise your right of withdrawal, you shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. You will bear the direct cost of returning the goods.
Please send all returned items to our central warehouse: KIWI STORES GLOBAL SRL Str. Prisaca Dornei Nr 6, 032724 București, Romania
3. Damaged or Defective Goods If you receive an item that is defective or damaged upon delivery, you may request a refund or a replacement. Please contact our customer support team at absorbent@aquagripmat.com within 14 days of receiving your item.
You must provide clear photographic evidence of the defect or damage in your email. Upon assessment of the provided photographs, we will process a full refund or issue a replacement. For verified damaged or defective items, you are not required to return the physical product to our warehouse; the photographic evidence is sufficient for processing your request.
4. Shipping and Transit Delays We utilise priority logistics services provided by DHL, FedEx, and UPS for deliveries across Europe. In the event that your delivery exceeds the standard estimated transit time, we will initiate an official investigation with the respective carrier. Based on the factual outcome of the carrier’s investigation, we will resolve the issue by issuing a full refund or dispatching a replacement shipment.
5. Refund Processing and Payment Methods Once a refund is approved—whether through order withdrawal, a carrier investigation, or the submission of defect evidence—the funds will be credited directly to the original payment method used for the transaction.
We process refunds strictly to the following original payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Electronic Wallets
Please allow up to 72 hours for our billing department to process the refund. Once issued, it may take additional time for your specific bank or financial institution to post the funds to your account.
6. Contact Information For all return requests and refund inquiries, please contact our administrative office:
Company Name: KIWI STORES GLOBAL SRL Registration Number: RO37539978 Address: Str. Prisaca Dornei Nr 6, 032724 București, Romania Email: absorbent@aquagripmat.com Phone: +40771469545