Problems or error messages with your order
2. April 2022
How can I return my order?
Private buyers can cancel an online purchase within 14 days without giving any reason; the deadline begins upon receipt of the goods. If you would like to make a return, please contact our customer support by e-mail (service@aquarius-prolife.com). Please describe in detail the reason why you would like to return the product.
There are two reasons for a return:
1) You were sent something wrong or defective and we will exchange it for you.
2) You do not like the product or you ordered the wrong item or too many.
In the first case, we will of course reimburse you for the return shipping costs, or if you live in Germany, we will arrange for your products to be picked up by DHL. Please send us photos of the defect along with a detailed description.
In the second case, you will have to cover the return shipping costs yourself. We also recommend insured shipping with a tracking number here, so that you are protected in the event of loss or damage.
Where are returns sent to?
Please send the goods back to us preferably via DHL as a parcel to the following address:
fulando GmbH
– AQUARIUS –
Goods Receipt Gate 24 (red gate)
Brendelweg 168
27755 Delmenhorst, Germany
Please make sure to include the delivery note (or a copy of it) in the package so that we can more easily assign your return and process it as quickly as possible.
Inspection & Refund:
Once we have received your return at our warehouse, it will be inspected by our staff. This can take up to two working days. Once we have been informed of the result, we will act as follows:
In the case of a defective product or incorrect delivery, we will either send you a replacement product or refund the purchase amount.
In the case of a return due to dissatisfaction or an incorrect purchase: We will refund the full purchase amount for undamaged, still sealed and unopened products.
In the case of a return of opened, used, unsealed or damaged products, we are unfortunately unable to refund the purchase amount. All of our products are sealed hygiene products and after unsealing and “testing” they are no longer eligible for return, as we can only dispose of these products and are no longer permitted to put them back up for sale. We strongly ask that you take this into account before making a return in order to avoid any problems or misunderstandings!
Please note: The refund may take a few days to process!
