Return & Refund Policy

Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

• Returned within 30 days of the delivery date
• Item is in its original, unused condition
• Original packaging is intact (where applicable)
• Inflatables must be uninflated and folded back to original size
• Item is free from damage caused by the customer

Non-Returnable Items

The following items cannot be returned:

• Items that have been inflated and used in a pool or body of water
• Items damaged due to improper use, over-inflation, or exposure to sharp objects
• Items returned without original packaging after 30 days
• Clearance or final-sale items marked as non-returnable at time of purchase

How to Initiate a Return

Starting a return is simple:

• Step 1: Contact us at our contact page or email us with your order number and reason for return.
• Step 2: We'll respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
• Step 3: Pack the item securely and ship it to the address provided. Please write the RMA number on the outside of the package.
• Step 4: Once we receive and inspect the item, we'll process your refund within 3–5 business days.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item arrived damaged or was sent in error by AquaEscape. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit on the way back to us.

If your return is the result of our error (wrong item shipped, defective product), we will provide a prepaid return label at no cost to you.

Refunds

Once your return is received and inspected, we will send you an email notification. Approved refunds are processed back to your original payment method within 3–5 business days. Please allow an additional 2–5 business days for the funds to appear in your account depending on your bank or card issuer.

Shipping charges from the original order are non-refundable unless the return is due to our error.

Exchanges

We do not process direct exchanges. If you'd like a different item, please return the original product for a refund and place a new order for the item you want. This ensures the fastest possible turnaround.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the damage. We will arrange a replacement or full refund at no additional cost to you. Please do not return damaged items without first contacting us — our team will guide you through the fastest resolution.

Manufacturer Warranty

Many products sold by AquaEscape come with a manufacturer's warranty separate from our return policy. Warranty details vary by product and are listed on each product page. For warranty claims beyond our 30-day return window, please contact the manufacturer directly or reach out to us and we will assist where possible.