Refund policy

At Aqusten, we understand that every purchase you make for your pet comes from a place of care. You want something practical, comfortable, and worth your trust. That’s exactly how we think too — because we’re pet owners ourselves.

This policy explains how returns and refunds work, so you always know what to expect before and after placing an order.

1. Our Return Window

We offer a 30-day return period, starting from the day your order is delivered.

This gives you enough time to receive your item, check it properly, and decide if it fits your needs.

2. Eligibility for Returns

To keep things fair and hygienic for all customers and pets, we accept returns under the following conditions:

  • The item must be unused
  • The product must be in its original condition
  • It should include any original packaging if applicable

Because our products are used for pets, we’re unable to accept items that have already been used.

3. Return Process

If you’d like to request a return, the process is simple:

  1. Contact our support team
  2. Share your order details
  3. Wait for return instructions

Once your return is approved, we will guide you through the next steps.

4. Return Shipping Cost

We provide free return shipping for eligible items.

You won’t need to pay extra to send the product back if it meets the return conditions.

5. Refund Processing Time

After we receive your returned item, our team will inspect it.

  • Processing Time: Up to 10 days

Once approved, your refund will be issued to your original payment method.

6. Refund Method

Refunds are sent back through the same payment method used during checkout.

Depending on your payment provider, it may take a few additional days for the amount to appear in your account.

7. Non-Returnable Situations

We are unable to process refunds in the following cases:

  • Products that have been used
  • Items not in their original condition
  • Returns requested after the 30-day window

We encourage customers to review product details carefully before use to ensure it meets their expectations.

8. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us.

We may ask for photos so we can understand the issue and resolve it as quickly as possible.

9. Order Changes and Cancellations

If you need to make changes to your order, contact us as soon as possible.

We’ll do our best to assist before the order is processed or shipped.

10. Customer Responsibility

Customers are responsible for:

  • Providing accurate order details
  • Reviewing product descriptions before use
  • Following return instructions when applicable

This helps ensure a smooth experience for everyone.

11. Support That Understands Pet Owners

We don’t see support as just answering questions — it’s about helping someone who cares about their pet.

Our team is trained to assist you in a clear, respectful, and helpful way.

For more ways to reach us, please visit our Contact page.

12. A Note From Us

At Aqusten, every product is selected with real-life use in mind. We always aim to offer items that we would personally feel comfortable using for our own pets.

We appreciate the trust you place in us — and we’re here to support you throughout your experience.

Aqusten
Email: support@aqusten.shop
Phone: +1 (973) 336-7363
Address: 73 Carlisle Ave, Paterson, New Jersey 07501, United States