Aqua Products® carry a warranty of 12 months from the date of purchase, if purchased brand new from an authorised Aqua Products® retailer. This warranty covers defective products only. This warranty does not cover user damage to products, examples of, but not limited to, rips, dents, scratches and normal wear and tear. Damage due to misuse, alteration to the product, or user negligence is also not covered under this warranty.
Any claims made after 12 months will not be considered, regardless of the number of times the item has been used.
Commercial use of Aqua Products® will also void any warranty claim.
Your warranty claim is with the retailer of purchase, therefore your point of contact throughout a warranty claim is with the retailer of purchase only. If you need further information and details on the warranty process please consult your retailer of purchase.
If you have purchased direct from Aqua Products® please use our contact us form.
There may be applicable consumer rights within your country that are different to any/all of the above. In all such cases Aqua Products® will abide by the local governing laws. Your statutory rights are not affected.
When making any claim under warranty, you will require proof of purchase. This is to confirm that the item has been purchased through an approved Aqua retailer.
Please note that the warranty applies to the original purchaser and is not transferable. Any items purchased second-hand are therefore excluded from this warranty.
I have a problem with an Aqua item. What should I do to arrange a replacement or refund?
In the unlikely event that there is a manufacturing defect with one of our products, and if this is within 12 months of purchase, please contact the retailer you bought the item from who is responsible for raising a claim against our 12 month warranty. We will work with the retailer to ensure a satisfactory outcome, however, you must contact the retailer first.
Why do I need proof of purchase?
When making a claim under our warranty, it is your responsibility to prove where and when you purchased the item.
If you are requesting a refund from the retailer, your proof of purchase is needed to prove that this item was purchased from the retailer in question, the date it was purchased and the amount paid. This will make any refund process much simpler for you and the retailer.
Proof of purchase also confirms that you have bought the item from an authorised Aqua retailer. Items purchased second hand are not covered under our warranty period.
Proof of purchase can be the actual receipt, a bank or credit card statement showing the purchase and purchase date or alternatively could be an email confirmation if the item was bought online.
Without proof of purchase, we will be unable to process and claims under the 12 month warranty.
I have a problem with a product that is over 12 months old but I have only used a handful of times.
Our 12 month warranty period is designed to provide sufficient time for you to notice any manufacturing defects or problems with the product.
The warranty period starts from the date of purchase and the number of times an item has been used has no bearing on this.
Therefore, in the unlikely event that a product has a manufacturing defect and is over 12 months old, you are not able to make a claim under the warranty, regardless of the number of times the item has been used.
I have contacted the retailer and they have told me to contact you. What should I do?
All of our approved retailers are aware that they are responsible for handling any claims under our 12 month warranty. If the retailer has told you to contact us directly, please go back to the retailer as it is their responsibility to raise the claim on your behalf. Once a claim is submitted by the retailer, and in the unlikely event that there is a manufacturing defect with the product, we will do everything we can to ensure a swift and satisfactory conclusion.
The retailer I purchased an item from is no longer trading. How can I make a warranty claim?
In the event of the retailer you purchased an item from ceasing to trade, you are still covered under our 12 month warranty.
If the retailer was a branch of Angling Direct or Fishing Republic (Go Outdoors), please contact their head office to start the claim process. If this was an independent retailer, please contact us with proof of purchase and details of the problem and we will work with you to come to a satisfactory conclusion. Please note that if you do not have proof or purchase then we are not able to proceed with any warranty claim if the retailer is no longer trading.
I have a rip/tear in my Bivvy, item of luggage or clothing. Is this covered under the 12 month warranty?
If you have purchased an item that has a rip or tear that is noticeable upon removing the packaging, please contact the retailer immediately.
We will only be able to offer a replacement if the rip/tear is deemed to be a manufacturing defect and the item may need to be returned to us via the retailer for investigation.
I would like to contact you by phone to discuss a problem but I can’t find a number. How do I contact you?
We are happy for you to contact us, however, we are only able to do this via email. This ensures an efficient and accurate response to your query. Please contact customercare@cipherint.com and we will respond to you within 3 working days.
In the event you wish to cancel your order, please email in via our Contact Form. Please supply your order number and post code, as well as clearly stating that you want the order cancelled and refunded.
Please note: Once an order has been dispatched we are unable to cancel/refund the order until the item has been returned back to us. You can do this by refusing the delivery or sending the parcel(s) back to us. If you send the items back, please ensure a small cover letter, with your order details and reason for return, is enclosed within the parcel(s).
Orders may be changed if the status of the order is still pending processing. To make changes to your order, please contact our support team by submitting your request via the Contact Form form.
Please note we are unable to accept delivery address changes once the order has been submitted.
Once your order has been placed you will receive an order confirmation email and we suggest checking through and making sure both the details and the products listed are correct. Once we have picked and shipped your order, you will receive another email confirmation providing you with shipping details. Included in this will be information on how to track the progress of your shipment, along with courier details.
Should you wish to check the status of an order, then please contact our support team who will assist you further, by clicking here.
Once you have placed your order, we will send you a confirmation email allowing you to track the status of your order.
Once your order is shipped we will send you another email along with the link needed to track your order.
Delivery times may vary depending upon location, however, we aim to have all parcels delivered within 3-5 working days (excluding Bank Holidays). You will receive tracking information once your order has been shipped and we suggest keeping note of both the tracking number and courier used, checking regularly for real-time delivery updates.
Purchases on our website can be made using a debit or credit card. Additionally, we support payments via Paypal, Apple Pay and Google Pay. You can choose between these payment methods at checkout. We use SSL to make sure your payments are safe and secure.
Yes, we do accept returns, subject to fulfilment of the following conditions:
If these requirements are met then the return or exchange request must be made within 14 days of the delivery date. To request a return, please contact our support team by submitting your request via the Contact Us form provided. A member of our support team will respond to you as soon as possible.
In the event you need to make a return, please contact us by clicking here.
Please ensure that you state the following when making a return request:
Returns are sent back at your expense, unless the item has arrived damaged; in which case a full investigation will be conducted with the courier used to deliver your package. Please make sure if an item does arrive damaged, that you have signed for this as damaged, to ensure this is recorded with the courier, helping us with our investigation process.
Wenn Sie aus irgendeinem Grund Kontakt mit dem Kundendienst aufnehmen müssen, senden Sie bitte eine E-Mail an customercare@cipherint.com oder nutzen Sie unser Kontaktformular, um uns eine Nachricht zu hinterlassen.
Unsere Servicezeiten sind montags bis freitags von 08:00 bis 16:00 Uhr (außer an gesetzlichen Feiertagen). Wir bemühen uns, Ihre Anfrage schnellstmöglich, spätestens jedoch innerhalb von zwei Werktagen, zu beantworten.
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