If you are not satisfied with your purchase, we now offer Flat Rate Return shipping in Canada and to the contiguous U.S. (including Alaska) on unworn product(s) in its original packaging within 30 days of purchase. The flat rate return Fee is $15 CAD plus all applicable taxes for Canada and $20 CAD plus all applicable taxes for the U.S.

Please contact Aquatherm Canada customer service at 1-888-726-8262 to request a Return Authorization Number (RA#) and a Canada Post shipping label. Please notify customer service if you would like to use the Canada Post flat rate, you can choose to return the product via your choice of carrier at your own expense.

Your return must be accompanied by a Return Authorization Number and your original packing slip. Please include the packing slip with your return product.

For our Canadian customers that agree to a Canada Post label, Canada Post will be providing you with a ground return label by email. Once you receive your emailed Return Label, simply print it out, place it on your box (over the old shipping label), and take the package to your nearest Canada Post outlet.

For our U.S. customers we will provide you with a UPS ground return label by email. Once you receive your emailed Return Label, simply print it out, place it on your box (over the old shipping label), and take the package to your nearest UPS store.

Please note you also have the option to return your unworn product(s) via the carrier of your choice, at your own expense.

Once we receive your package, we will process your return and we will deduct the flat rate return shipping amount from your refund.

EXCHANGES

If you would like to exchange your item, the quickest way to get an exchange / replacement is to place a new order. Place your new order for the item you would like, and return the one you don’t need at your convenience with our Flat rate return shipping fee (plus applicable taxes) or at your own expense with a courier of your choice. We will process your return and credit once we receive your package. (Pending Product inspection). For exchanges, the same policy applies as our return policy. Product(s) must be unworn, in its original packaging and within 30 days of purchase.

MISPLACED ORDER INVOICE

If you have misplaced or deleted the original Sales Receipt or Order Confirmation email, registered users may obtain a new copy by logging into My Account if you have a registered account. The Order Confirmation reflects any discounts, shipping amounts, taxes, and original payment method details.

 

DEFECTIVE PRODUCTS

Contact us within 6 months from the date of purchase to request a Return Authorization Number (RAN) if your product is defective. All defective product returns must be accompanied by a Return Authorization Number and your original packing slip. Santana Canada will determine whether the product is defective upon receipt of the goods. Misuse, abuse, or alteration of the product voids the warranty. If deemed defective, Santana Canada, at its expense, will ship another of the same product, if available, free of charge. If the same product is not available, Santana Canada will offer you a refund based on your original method of payment.

 

CANCELLATIONS

If for any reason, after placing your order, you need to cancel it please call 1-888-726-8262 from 8:30am-4:30pm EST Monday to Friday. If your order has been shipped, you can return any items to Aquatherm after receipt in accordance with our Return Policy above. Shipping charges are non-refundable. (if applicable)

Date of last update: October 3rd, 2018.