Last updated: September 12, 2026

We want you to be satisfied with your purchase. This Refund and Returns Policy explains when products may be returned, exchanged, repaired, replaced, or refunded. It applies to products purchased directly from Aqua Cares.

1. Before Requesting a Return

Please contact us before returning any product. Returns sent without prior confirmation may be delayed or refused. We may request your invoice or other proof of purchase, product model, photographs or video of the issue, and the reason for the request.

2. Unopened and Unused Products

You may request a return or exchange of a standard product during receiving it if all of the following conditions are met:

  • Unopened, unused and uninstalled standard products: return request within 3 days.
  • you provide valid proof of purchase.
  • Aqua Cares approves the return before the product is sent back.
  • Approved change-of-mind returns may be subject to inspection and reasonable delivery, collection, or handling costs already incurred.
  • Installed products or opened filters: no change-of-mind return.
  • Wrong, damaged or defective products: handled separately through exchange, repair or warranty.

3. Damaged, Incorrect, or Incomplete Deliveries

Please inspect your order when it is delivered. If a product arrives damaged, is different from what you ordered, or is missing parts, notify us  of delivery and provide photographs or video where possible.

After verification, we will arrange an appropriate solution, which may include supplying missing parts, repair, replacement, exchange, or refund. Aqua Cares will cover reasonable return or redelivery costs when the issue resulted from our error or occurred before delivery to you.

4. Products That Cannot Normally Be Returned

Unless a product was defective, damaged before delivery, incorrectly supplied, we normally cannot accept:

    • water purifiers, dispensers, pumps, tanks, fittings, or other equipment that has been installed, connected, used, altered, or damaged after delivery;

    • filter cartridges, RO membranes, UV lamps, sanitization items, and other consumable or hygiene-related products after the sealed packaging has been opened;

    • products damaged by incorrect installation, misuse, unsuitable water quality or pressure, unstable electricity, accident, negligence, unauthorized repair, or failure to follow instructions;

    • customized, specially ordered, clearance, or made-to-order products when the correct item was supplied as agreed; or

    • items returned without their essential components, accessories, or proof of purchase.

5. Installed Products and Installation Services

Customers should check the product model, installation location, available space, water connection, drainage, and electrical supply before approving installation. Once installation has been completed and the product is functioning as agreed, change-of-mind returns are normally not accepted.

If an installation performed by Aqua Cares is materially defective, please notify us promptly. We will first inspect and, where appropriate, correct the installation. Completed installation charges are generally non-refundable unless the service cannot be corrected.

6. Defective Products and Warranty

A defective product will be assessed under the warranty terms stated on the quotation, invoice, or other written warranty supplied with the product. Warranty periods and coverage may differ by product or component.

Where a valid defect is confirmed, the usual remedy will be repair or replacement of the defective product or component. If repair or replacement is not reasonably available, we may offer another suitable remedy, including a refund, in accordance with the circumstances.

Consumable filters and components that require routine replacement are not covered for normal wear, exhaustion, taste or odor caused by incoming water, or failure resulting from overdue replacement. This does not exclude a verified manufacturing defect present when the item was supplied.

7. Order Cancellation

You may request cancellation before an order is dispatched or installation work begins. If the order has already been prepared, dispatched, specially ordered, or partly installed, we may deduct reasonable costs already incurred. Deposits for customized or specially ordered products may be non-refundable where this was disclosed and agreed before confirmation.

8. Return Delivery and Collection Costs

For an approved change-of-mind return, the customer is responsible for safe return transport and related costs. Original delivery and completed installation charges are not normally refundable. If the return is due to a verified defect, delivery damage, or an incorrect item supplied by us, Aqua Cares will arrange or reimburse reasonable return costs.

The customer remains responsible for the product until it is received by us. Please pack returned products securely and use a traceable delivery service when appropriate.

9. Inspection and Refunds

Returned products will be inspected before a refund or exchange is approved. If approved, we will normally arrange the refund within 7 business days after inspection. Refunds will be made through the original payment method where practical, or by another mutually agreed method such as KHQR or bank transfer. Processing time by a bank or payment provider may be additional.

Any agreed deductions, such as return delivery, missing parts, damage not caused by us, or non-refundable work already completed, will be explained before the refund is finalized.

10. Provincial Orders

For orders delivered outside Phnom Penh by a third-party delivery company, please photograph or record the package before and during opening if there is visible damage. Notify us within 48 hours so we can review the issue with the delivery provider. Do not return a product until we confirm the return method and destination.

11. Contact Us

To request a return, exchange, warranty assessment, or refund, please contact us with your proof of purchase and details of the issue:

Aqua Cares Cambodia
Email: info@aquacares2u.com
Phone: 012 758 957
Telegram: @AquaCaresCambodia
Service area: Phnom Penh and delivery throughout Cambodia, subject to availability.