Refund policy
Refund & Returns Policy
We want you to be confident in every AquaVial purchase. If something isn't right, here's how we handle returns, replacements, and refunds.
30-day return window for unopened kits
You have 30 days from delivery to return any unopened, unused kit in its original packaging for a full refund of the product cost. Original shipping charges are non-refundable.
Opened test vials cannot be returned
For health and sterility reasons, opened test vials are not returnable. Once a vial's seal is broken, the sterile environment required for accurate microbiological testing is compromised, and the kit cannot be safely resold or reused. This is consistent with industry practice for diagnostic and microbiological testing products. If you've started a kit and run into trouble, please contact us before returning — we may be able to troubleshoot or send a replacement.
Defective kits — replacement at any time within shelf life
Every AquaVial kit carries a 2-year shelf life printed on the vial. If a kit is defective on arrival or fails during use due to a manufacturing defect (not user error), we will replace it at no cost to you, anytime within the printed shelf life. Email support@aquavial.shop with your order number, the SKU, the lot number from the vial, and a brief description of the issue. Photos help us diagnose batch issues quickly.
How to start a return
- Email support@aquavial.shop with your order number and the reason for return.
- We'll confirm eligibility within 1 business day and send you return instructions and the correct mailing address.
- Pack the unopened kit in its original packaging and ship it back. We recommend using a tracked service.
Please do not send returns to the manufacturer or to any address other than the one we provide. Returns sent to incorrect addresses cannot be tracked or refunded.
Return shipping costs
You are responsible for the cost of return shipping. If you receive a defective product, we will cover the return shipping cost — keep your receipt and we'll reimburse you with your refund.
For international returns, you are responsible for any customs duties or import taxes incurred on the return shipment. We recommend marking the package as a "returned shipment" on the customs declaration to minimize duties.
Refund processing
Once we receive and inspect your returned kit, we'll send you an email confirming approval of the refund. Approved refunds are processed back to the original payment method within 5–10 business days. The exact timing depends on your bank or card issuer.
If you haven't received your refund after 10 business days from the approval email, first check with your bank or card issuer (refunds can sit in pending status for several days). If it's still missing, email support@aquavial.shop and we'll trace it.
Sale items
Items purchased on sale or with a promotional discount are returnable under the same terms as full-price items, refunded at the price you paid.
Exchanges
The fastest way to exchange a kit for a different product is to return the unopened kit for a refund and place a new order. If you'd prefer a direct exchange, email support@aquavial.shop and we'll arrange it.
Damaged in transit
If your order arrives visibly damaged, photograph the package before opening and email us within 7 days. We'll send a replacement at no cost and handle the carrier claim ourselves.
Questions
For any return-related question, reach our customer support team:
Email: support@aquavial.shop
Phone: 1-866-574-8929 (Mon–Fri, 9 AM – 5 PM Eastern)
ExactBlue Inc., 490 Sheldon Drive, Unit 6, Cambridge, Ontario, Canada N1T 2C1