"> Return, Refunds and Exchange Policy - Aquarius Spiritus

Return, Refunds and Exchange Policy

Please Note: Return Authority Number Form is located at the bottom of the page.


We will, upon your request, replace any product that is received in damaged condition or as a result of a picking error. No material will be accepted or replacements issued without prior approval to return such product. The filing of claims will be our responsibility.

Aquarius Spiritus Pty Ltd will accept returns and refunds if the order has been unopened and in the original parcel or carton. However, if there is evidence of tampering on the parcel or carton, Aquarius Spiritus will return to the address and charge an additional postage fee.

All of our orders are thoroughly inspected and accounted for by production staff members to ensure that all face masks and their quantities are accurately fulfilled. In addition, gloves, masks and cleanroom attire are worn if returned with the original parcel or carton while the inspection is conducted.


A change of mind may include, but is not limited to, purchases where:

Change of mind is only applicable within the first 2 hours by emailing us. Due to packing schedules where most orders are packed within 2 hours and awaiting courier pick up. After 2 hours, if contact is not made. Aquarius Spiritus shall not accept a cancellation of an order for change of mind. If Aquarius Spiritus does accept such a cancellation, you must pay an amount that in Aquarius Spiritus’s view reflects the loss that Aquarius Spiritus will suffer as a consequence of the cancellation (including but limited to storage fees and any mark down. Aquarius Spiritus shall set off this amount against the payment you have made and refund the balance.


1. Costs incurred by Aquarius Spiritus Pty Ltd;

2. The degree of customization required concerning your order;

3. Other factors relevant in the circumstances;


You have 30 calendar days to return an item from the date you received it. If you are not satisfied with your purchase, this is only applicable for medical devices only where you can return the product and get a full refund or exchange the product for a replacement.

To be eligible for a return, your item must be in the same condition that you received it. In addition, your item must be in the original packaging.

Your item needs to have a receipt or proof of purchase.


Aquarius Spiritus Pty Ltd will not accept refunds for:

Change of mind for order

Incorrect Colour ordered

Incorrect product ordered

Our disclaimer is added in the checkout at the bottom of the page.


Once received, your item/s will be inspected, and a receipt notification will be forwarded to you on the status of your refund after having a specialist inspect the item.

 Subject to approval, Aquarius Spiritus will credit the item/s to your original method of payment.



· Where you raise a customized order with us, and we accept that order, and you subsequently cancel the customized order you agree that you will be liable for the total cost of the customized order;

· Appeals and requests for review of customized order cancellation fee liability will be considered on a case by case basis


We do not accept returns or authorize refunds or exchanges unless the protective face masks are unopened after delivery or a mistake has been made with your order by us or a system. Therefore, be very careful upon ordering as we cannot accept returns or authorize refunds and exchanges due to a mistake made with your order.


Aquarius Spiritus Pty Ltd has a generous and flexible “RETURN OF GOODS” policy. The details of this policy and the procedures required to

 implement this policy are as follows.

 Aquarius Spiritus will accept goods returned under the following conditions.

a) The Customer will first email Aquarius Spiritus customer Service with details of the proposed return BEFORE any goods can be returned with an attached video or image file. Upon receipt of the request, Aquarius Spiritus will then advise customers of their options concerning their request.

 The Customer Service Department will issue a RETURN AUTHORITY NUMBER (RAN) which will be used as a future reference.

b) The Customer will provide all relevant details on the request form referencing the appropriate Aquarius Spiritus Invoice.

c) Freight arrangements for the return of goods.

 (i) If the goods are faulty or incorrectly supplied, Aquarius Spiritus will pay the freight and will nominate the carrier and the freight category.

 Aquarius Spiritus will not be responsible for freight charges if any other carrier is used.

 (ii) For goods returned for any other reason apart from faulty or incorrectly supplied products, the freight will be at the Customer’s expense.

d) On receipt of the goods, Aquarius Spiritus will check to determine the state of the goods and weigh them.

 (i) If in the expert opinion of Aquarius Spiritus, the goods are faulty or incorrectly supplied, then a credit for the full amount of the original invoiced value for that item will be raised. It will be referenced to the RAN.

 (ii) If the goods are not proved to be faulty or incorrectly supplied, they will be returned to the Customer at their freight expense. Alternatively, for

 non-faulty goods or goods returned for any other reason, a re-handling and restocking charge of 20% of the original invoice value for that item will be made, and a credit will be issued on that basis.

 (iii) If any of the goods returned are damaged or defaced in any way which could prevent the goods from being sold, then no credit will be issued.

e) In order to claim a credit for goods incorrectly supplied, either quantity or product, Aquarius Spiritus must be notified within 48 hours of receipt of these goods. Beyond this time, Aquarius Spiritus reserves the right not to recognize any claim.

 All other goods will be accepted for return up to a maximum of 12 months from the invoice date.

f) Non stocked items, i.e. items not listed in the Aquarius Spiritus official price lists, specifically ordered by a customer, will ONLY be accepted for credit if the product is faulty and ONLY within 30 days of receipt of the goods.

 No credit for any reason will be issued for goods purchased more than 12 months prior to the claim being made.


To return goods to Aquarius Spiritus Ptd Ltd, the following simple procedure must be followed

 Email: sales@aquariusspiritus.com

Returns of goods Policy and Procedure

 a) Phone, Email Aquarius Spiritus Customer Service Department in Brisbane on; support@aquariusspiritus.com to request a RAN Request Form.

 Return Form to Aquarius Spiritus with an explanation of proposed return and Customer Service will advise of RETURN AUTHORITY NUMBER

 (RAN) if appropriate. This RAN should be used on all documents and correspondence to enable unambiguous identification.

 b) If the return is for allegedly faulty goods, the Aquarius Spiritus Customer Service will give instructions as to the freight carrier to be used and the category of the shipment of the goods. Unless the circumstances are unusual, the category would normally be “OFF PEAK”.

 c) If the return is for reasons other than faulty or incorrectly supplied goods, the Customer must arrange for the freight and then notify Aquarius Spiritus of the details of the shipment.

 d) On receipt by Aquarius Spiritus, an assessment will be made, and if the goods are proved to be faulty or incorrectly supplied, then a Credit Note will be issued cross-referenced to the RAN. If the goods are not proved to be faulty, then the Aquarius Spiritus Customer Service will notify the Customer and give them the choice of either taking back the goods or accepting a credit less the restocking and re-handling charge of 20% of the initial invoice value.

 e) Any credit authorized by Aquarius Spiritus will be issued as a formal CREDIT NOTE and mailed to the Customer and will be identified on the

 Statement at the end of the current trading month.

Contact Us

 If you have any questions on how to return your item to us, contact us at support@aquariusspiritus.com.

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