Our Return Policy

If your order arrives and it is not right we'll do our best to fix it.

Due to health and hygiene policies we are not able to offer refunds for baby water, formula or baby food items. We will issue an in store credit of your original purchase amount.

Please email us for a request at: info@aquabino.com

Refund Policy

• Returned products must be in new, unopened condition and include the original and untampered packaging.

• Baby water, formula and cosmetics do not qualify for a return due to the nature of these products and the anti-tampering laws in place prohibiting the sale of returned food goods. 

• Once your return is received and inspected by Baby Water (usually within 7 days of receipt), your refund will be processed and a credit will be applied and a store credit will be issued. Please note it may take an additional 2-10 business days after your credit is applied for it to be posted to your account.

• Customers must return approved returns within 14 calendar days of return approval. 

• You are responsible for all shipping costs associated with getting your order back to our Johannesburg warehouse.

• Please do not abuse this policy by ordering multiple (more than 2) of the same or similar item with the intention of returning the majority of your order. Please contact info@aquabino.com if you are unsure about anything prior to placing your order and we will be happy to help!

• See below for instructions on where/how to get your return order back to us. All returns need an RA (Return Authorization) number and will need to be returned to BabyWater SA.

Return Shipping Options

• Customers have the option of using the courier of your choice to return your order to us. We recommend shipping with a method which includes tracking and insurance for your return shipment.

• All shipments must be made prepaid; packages shipped COD will be rejected.

• Any Refused, Undelivered, or Abandoned package will be subject to the standard return policy.

Exchanges

• Need to make an exchange? After you process your return, simply place a new order for the exchange products. This way you'll be able to get your updated order faster!

• If your exchange order qualifies for our free ground shipping offer, it will be applied.

• You are still responsible for return shipping costs on your original order back to us.

Used or Damaged Items

• Any item which has been opened or tampered with is considered used and cannot be returned. 

• Any item which shows signs of use (torn seal, open box or packaging) or otherwise is in a condition other than it was received cannot be returned.

Order Cancellation / Modifications

• If you change your mind, act quickly! We turn around and process orders extremely quickly.

• Orders can be modified or cancelled only while their status is labeled "Unfulfilled." Once an order has a status of "Fulfilled," it cannot be cancelled or modified, as the order has been processed by our warehouse and is in the queue to be shipped out.

Damaged Goods:

• Please let us know ASAP if any goods arrive damaged. Please keep all original shipping containers and take pictures if possible. Damaged goods claims are handled through the shipping carrier. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!

Returns Process:

You can request a return authorization number (RA#) by emailing us at: info@aquabino.com

We will respond to your return request promptly. You have 14 days from the day the RA is issued to return your item so please be sure to ship at your earliest convenience. Please do not tape anything to the original product packaging! We need to get all products (and their packaging!) back in new condition. Place all merchandise in a shipping box; you may use the original shipping container. However, please DO NOT use the manufacturer's product box as the shipping container. It will arrive damaged and the package will be rejected by our returns department. We will follow up to the return request with the RA# and additional return instructions.

Please retain your return tracking information. Aquabino.com is not responsible for packages lost during shipment. You will receive a confirmation email from Aquabino when your return is processed which will include the full details of refund credited.

Questions / Concerns

• If anything is unclear or if you have a special circumstance, give us a shout at info@aquabino.com

Return policy subject to change without notice.