Aqviz Return & Refund Policy

Return policy definition
A return policy defines the terms customers follow if a purchased item needs to go back due to defects, wrong shipments, or performance issues.

There are 4 main return conditions for Aqviz customers.

  1. Damaged or defective products
    We accept returns if a product arrives with container leaks, compromised seals, moisture-induced clumping, or hardened compounds. Examples after delivery include polymer buckets that arrive swollen or cementitious bags showing early hydration signs.
  2. Incorrect items received
    We accept returns if the wrong SKU, wrong membrane thickness, wrong kit size, or missing accessories appear in the shipment. Examples include receiving 2 mm PVC rolls instead of 1.5 mm or receiving 18 lb kits instead of 12 lb kits.
  3. Missing components
    We process returns if required items such as mixing paddles, nozzles, catalyst bottles, or primers are absent.
  4. Performance deviations
    We approve returns if products fail to match the Technical Data Sheet while being used within the correct temperature, humidity, and application parameters. Examples include polyurethane failing to cure within 24 h–36 h at 20 °C–25 °C or epoxy losing bond strength below the rated 1.5 MPa.

Third-party return handling

We work with a dedicated third-party returns partner who handles all inbound inspections. They check container integrity, batch numbers, weight variations, and unused material volume before forwarding the approval to us. This setup helps us maintain consistent quality control.

Return window

Customers may initiate a return within 30 days of delivery. The product should remain unused or less than 25% consumed to qualify for evaluation.

Return requirements

  • items must be sent back in original packaging
  • components weighing more than 0.5 lb (0.22 kg) should be included
  • photos of damage or defects should be provided before shipping
  • unopened or sealed items expedite verification
  • items must be stored below 35 °C (95 °F) before return pickup

Non-returnable products

These items do not qualify for returns:

  • custom-tinted coatings
  • special-order membrane rolls
  • products exposed to improper storage or extreme temperatures
  • mis-mixed products, especially 2-component ratios
  • items used more than 25% of their container volume

Refund policy

Refund policy definition
A refund policy details how and when customers receive compensation after a returned product meets the approval criteria.

There are 3 main refund conditions for Aqviz customers.

  1. Confirmed defects or damage
    We issue refunds if our inspection partner verifies factory defects, transit damage, or compromised product integrity.
  2. Wrong shipments or missing items
    We approve refunds if customers receive inaccurate items or partial shipments.
  3. Verified performance discrepancies
    We authorize refunds if curing time, viscosity, or adhesion results do not align with TDS requirements under correct application conditions.

Refund timeline

We issue refunds within 3–7 business days after our return partner completes verification. Bank or card processors may require an additional 1–3 business days.

How customers start a return or refund

Customers can contact Aqviz Support with:

  • order number
  • photos
  • description of the issue

We coordinate the pickup or drop-off with our third-party return partner, and after inspection, we release the approved refund through the original payment method.