Refund policy

 

At Aquila, every product is made to order through our fulfillment partner. Because of this, we operate with a carefully structured return and refund policy designed to ensure fairness, quality control, and customer satisfaction.

1. Made-to-Order Policy

All Aquila products are produced on demand once an order is placed.

For this reason:

  • We do not accept returns or exchanges for change of mind

  • We do not hold inventory for resale

This approach ensures product freshness, reduces waste, and maintains our limited production model.

2. Eligibility for Returns or Replacements

We only offer replacements or refunds under the following conditions:

  • The item is defective or damaged upon arrival

  • The wrong item was received

  • There is a manufacturing issue (print quality, alignment, or material defect)

3. Reporting an Issue

If you experience any issue with your order, you must contact us within:

  • 7 days of receiving the product

Your request must include:

  • Order number

  • Description of the issue

  • Clear photos showing the problem

Failure to report within this timeframe may result in denial of the claim.

4. Resolution Process

Once your request is reviewed and approved, we may:

  • Send a replacement product at no additional cost

  • Issue a full or partial refund

The resolution method will depend on the nature of the issue.

We reserve the right to determine the appropriate solution.

5. Refund Processing Time

Approved refunds will be processed to the original payment method.

Please allow:

  • 5–10 business days for the refund to appear in your account

Processing times may vary depending on your payment provider.

6. Non-Returnable Items

We do not accept returns for:

  • Incorrect size selection by the customer

  • Change of mind

  • Buyer’s remorse

  • Minor variations in color (due to screen differences)

We strongly recommend reviewing the size guide before placing your order.

7. Exchanges

Due to the made-to-order nature of our products, we do not offer direct exchanges.

If eligible, a replacement will be issued instead of an exchange.

8. Lost or Unclaimed Orders

If an order is returned due to:

  • Incorrect address

  • Failure to collect the package

We may offer reshipment at the customer’s expense.

Refunds will not be issued in such cases.

9. Quality Commitment

We work closely with our fulfillment partner to ensure consistent product quality.

However, if any issue occurs, we are committed to resolving it fairly and efficiently.

10. Contact Information

For any return or refund inquiries, please contact us:

Email: support@aquilawear.com