Return Policy

Return and Exchange Criteria (Only applicable to orders shipped to Hong Kong)

• AQUA MONSTER promises to provide you with "unconditional returns and exchanges within 7 days" from the day the customer receives the product (subject to the date of receipt) (excluding discounted products or designated products). You can return or exchange the products you purchased on the AQUA MONSTER website for any reason or unconditionally within 7 days from the date of receipt (except for discount products or designated products, please refer to individual product details for details). products except). Except for product quality issues, all products are only allowed to be exchanged once, and can only be exchanged for products of the same style and color. The customer is responsible for the return shipping costs.

Please return the product to be returned with the return/exchange number as soon as possible. If we fail to receive the returned product within 7 days from the creation date, the system will automatically cancel the relevant return/exchange application. We will not be able to process a return/exchange request for you.

For unconditional returns, please confirm that the returned products are brand new and have not been used or cleaned. That is, the product to be returned or exchanged must be in the original condition of purchase and meet the conditions for secondary sales. The following four requirements must be met:
• The product needs to be in the perfect condition in which it was originally purchased. That is, the surface of the product is not scratched, worn or damaged, used, etc.; the product can maintain the original quality and function;
• Non-designated categories (eg: earplugs, nose clips, breathing tubes and mouthpieces, swimming caps, intimate clothing (including swimming suits and swimming trunks), etc.). ,
• The outer packaging of the product is intact, not damaged, smeared or affixed with any foreign objects such as adhesive tape or express face sheets.
• All related accessories (such as product warranty cards, dust-proof packaging or other accessories for some products) and related gifts must be returned together.

Any reason or unconditional means:
• Manufacturing issues
• Product color, pattern, model and material do not match those described on the website
• Wrong size or wrong size
• logistic issue
• don't like this product
• Purchase error
• Defects and product quality issues (only subject to the return/refund process for defective products. Additional restrictions apply)
• For some special discounts or promotions, the entire order must be returned. Partial returns and refund applications will not be accepted.
Defective product returns
If you think the item is defective, you can choose to return it. Please ensure that the returned item meets the following return requirements:
Swimsuits and swimming trunks: 30 days from the date of receipt of non-human-caused quality problems, such as: zipper damage, accessories on clothes, heat transfer falling off and other obvious serious defects.
Swimming accessories: 30 days from the date of receipt for non-human quality problems, such as: backpack printing off, swimming goggle frame off.
For products other than the above, please contact us for inquiries. AQUA MONSTER will not be able to accept and have the final decision if the application for the return of defective products fails to meet the above requirements.
Return Process
Orders shipped to Hong Kong:
If your order needs to be returned, please make sure that your order meets the return and exchange standards. You can make a return through online consultation or telephone service hotline. Please follow the steps below:
1. Provide the order number and let our customer service create a return code for you.
2. Select the appropriate return method:
1) Door-to-door pickup by SF Express (including Lantau Island, Tung Chung, Discovery Bay and Ma Wan. Other outlying islands and restricted areas are temporarily unavailable);
2) You must personally deliver the product to a nearby SF Express store for return;
3) Directly choose other courier companies to send back.

After we receive your returned product and confirm that it is eligible for return, a refund will be arranged as soon as possible based on your needs.

• Regarding the packaging of the returned product, please prepare an additional complete bag, properly package the returned product, delivery note or order, write the return request number on the delivery note or paper, and send it back to AQUA MONSTER warehouse together. (Please do not use the original transparent packaging bag of the product as the return outer packaging to avoid the product falling out and being lost during transportation.)

• Regarding return and exchange handling fees, you need to bear the return shipping fee and related handling fees.

• If you request to return an order, we do not accept the return of individual items of the order, but can only accept the return of the entire order.

Orders shipped to Macau:
If your order needs to be returned, please ensure that your order meets the return and exchange standards. You can choose to make a return through online consultation or telephone service hotline. Please follow the steps below:
1. Provide the order number and let our customer service create a return code for you.
2. You must personally deliver the product to a nearby SF Express store for return;
3. Please prepare the required documents (invoice, return code, etc.).
*Please note that if the order delivered to Macau needs to be returned, we will arrange a refund as soon as possible according to your needs after we receive your returned product and confirm that it meets the return conditions.

Exchange process (for orders shipped to Hong Kong only)
If you need to exchange a product, please follow the steps below within 7 days from the day you receive the product (excluding discounted products or designated products, please refer to individual event details for details):
1. Provide the order number and let our customer service create a replacement code for you.
2. You must personally deliver the product to a nearby SF Express store to return the product;
3. After we receive your product, we will send a replacement product after confirming that there is no problem.

Orders delivered to Macau do not currently support exchange services
When sending back the product that needs to be replaced, please be sure to write the replacement order number on the delivery note or paper and send it back with the package, otherwise, you will be responsible for the replacement risk and the return shipping cost.
The new replacement product will be sent to the delivery address of your original order. If you need to change it, please select the new delivery method and address when submitting the replacement application.
If you apply for an exchange, you cannot apply for a return until the exchange is completed; if some products in your order have been exchanged, the rest of the products in the order cannot be exchanged until the exchange is completed.

• To check my return details, pleaseWhatsappOr call us to check it out for you.
• If your payment is made online, we will generally refund your payment to your payment account within 4-7 working days after we receive your returned product. (The actual arrival date is subject to the processing cycle of banks, WeChat, Alipay, etc.)

Reasons for not returning
We will not be able to assist with returns or exchanges in the following cases:
• Does not meet the standards of "unconditional return and exchange within 7 days" or "unconditional return and exchange within 7 days"
• Improper use of the product, including but not limited to contact with special moisture, chemicals, gasoline, paints, detergents, solvents, cooking oils, overheating, etc.
• The product is off-line or cracked due to external hard objects scratches or internal wear
• The product has exceeded its useful life, resulting in breakage
• Product damage due to improper washing
• Product discoloration due to display
• The appearance of the product is not clean
• Products not sold on this website (if purchased in a department store, please go to the department store to inquire about return and exchange.)

(Products based on hygiene and safety reasons, such as earplugs, nose clips, snorkels and mouthpieces, swimming caps, and intimate clothing (including all types of swimsuits and trunks, etc.) are not returnable. AQUA MONSTER has the final decision. ).

cancel order

• Customers cannot cancel the order after placing the order and paying, but they can negotiate before the goods are delivered on this website, pleaseWhatsappOr call us to help you cancel manually, and the customer needs to pay a handling fee for canceling the order.

The above terms are subject to the Chinese version, AQUA MONSTER has the final decision