Refund policy
Refund & Returns Policy
AquaEuro is operated by AquaEuro Water Treatment Limited, a company registered in Malta and trading as AquaEuro Malta.
We want you to be confident when purchasing water treatment equipment from us. In addition to your statutory consumer rights, AquaEuro Malta offers a 30-day returns policy on eligible products.
14-Day Returns Policy
You have 14 days from the date you receive/collect your order to request a return.
For change-of-mind returns made under our additional 14-day returns policy, products should be:
- Unused and in a resalable condition
- Uninstalled and not previously connected to a water supply
- Complete with all original components, fittings and accessories
- In their original packaging where reasonably possible
- Accompanied by proof of purchase
Products that have been installed or connected to a water supply may not qualify for our 14-day change-of-mind returns policy.
This does not affect your statutory consumer rights, including your rights where goods are faulty, damaged or not as described.
How to Request a Return
Before returning any product, please contact AquaEuro Malta:
Email: info@aquaeuro.mt
Telephone: +356 7944 6099
Please provide your order number and details of the product you wish to return.
Once your return has been authorised, we will provide instructions on how and where to return the product.
Unless otherwise advised, returns should be sent to:
AquaEuro Malta
105 Triq San Lawrenz
Birgu BRG 1480
Malta
Please do not send products back without contacting us first, as this may delay the processing of your return or refund.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless AquaEuro Malta agrees otherwise.
For larger products, including water softeners and whole-house filtration systems, please contact us before arranging a return.
Where appropriate, we may be able to arrange collection. Any applicable collection charge will be explained and agreed before collection is arranged.
If a product is faulty, damaged in transit or we have supplied the wrong product, AquaEuro Water Treatment Limited will arrange or reimburse reasonable return or collection costs where required by law.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
If your product is damaged, defective, incomplete or you have received the wrong item, please contact us as soon as possible at info@aquaeuro.mt or +356 7944 6099.
Where possible, please provide:
- Your order number
- A description of the problem
- Photographs or video showing the issue
Our Malta team will assess the issue and advise you of the appropriate next steps.
Depending on the circumstances and your statutory rights, this may include repair, replacement, collection, a price reduction or refund.
Your statutory rights relating to faulty or non-conforming goods are separate from our 14-day change-of-mind policy and are not affected by its conditions.
EU 14-Day Right of Withdrawal
For eligible purchases made online through aquaeuro.mt, consumers have a statutory right to withdraw from their purchase within 14 days of receiving the goods, without having to provide a reason.
To exercise this right, please contact us at info@aquaeuro.mt before the 14-day period expires and clearly state that you wish to cancel your purchase.
After notifying us of your decision to withdraw, the goods should normally be returned within a further 14 days.
Unless AquaEuro Malta has agreed otherwise, the customer is responsible for the direct cost of returning the goods.
For large or heavy products that cannot reasonably be returned using normal postal services, please contact us before arranging transport so that we can discuss the most appropriate return method and any applicable costs.
Condition of Returned Products
You may inspect a product to establish its nature, characteristics and functioning in a similar way to how you would reasonably inspect it before purchasing.
If a product has been handled or used beyond what is reasonably necessary for this purpose, AquaEuro Water Treatment Limited may be entitled to make an appropriate deduction from the refund to reflect any reduction in the value of the goods, where permitted by law.
For water treatment equipment, installing the product, connecting it to a water supply, passing water through it or otherwise putting it into normal use may substantially reduce its resale value.
Any deduction will only be made where permitted under applicable Maltese and EU consumer law.
Installation and Services
Some AquaEuro products may be purchased together with installation or other services.
If you expressly request that installation or another service begins during a statutory cooling-off period and subsequently cancel that service, you may be required to pay for the proportion of the service that has already been completed.
Where a service has been fully completed during the cooling-off period following your express request and acknowledgement, your statutory right to cancel that completed service may no longer apply.
Special or Custom Orders
Products that have been manufactured, modified or ordered specifically to a customer's individual requirements may not qualify for change-of-mind cancellation or return where permitted by law.
Where this applies, we will make this clear before the order is placed.
This does not affect your rights if the product is faulty, damaged or not supplied as agreed.
Exchanges
If you have ordered the wrong product or would like to change to another AquaEuro system, please contact us.
In most cases, the simplest option will be to return the eligible original product and place a new order for the replacement.
If you are unsure which water filter, reverse osmosis system or water softener is suitable for your property, please contact our Malta team before ordering and we will be happy to help.
Refunds
Once your returned product has been received, we will inspect it and notify you whether your refund has been approved.
Approved refunds will be made to the original payment method.
For cancellations made under your statutory 14-day right of withdrawal, refunds will be processed in accordance with applicable statutory time limits.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back.
For returns made under AquaEuro Malta's 14-day returns policy, we aim to process approved refunds within 10 business days of receiving and inspecting the returned product.
Your bank or payment provider may require additional time to show the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at info@aquaeuro.mt.
Contact Us
For returns, product support, sales or after-sales assistance:
AquaEuro Water Treatment Limited
Trading as AquaEuro Malta
105 Triq San Lawrenz
Birgu BRG 1480
Malta
Telephone: +356 7944 6099
Email: info@aquaeuro.mt
Website: aquaeuro.mt
AquaEuro Water Treatment Limited operates the AquaEuro Malta business and provides local sales and after-sales support to customers in Malta.
Nothing in this policy limits or excludes any statutory rights available to consumers under Maltese or European Union consumer law.