30-day returns for eligible non-custom goods
AQWANO, operated by Sheenny International Co., Limited, accepts return requests for eligible non-custom goods within 30 days of delivery, including a change of mind or style preference. This policy applies to orders sent to destinations supported at checkout.
To qualify for our voluntary return period, goods must be unused and unworn, in the condition you received them, with their original packaging and included accessories.
Return postage and other costs
No restocking fee applies. We do not charge a restocking fee or deduct a restocking charge from your refund.
For a change-of-mind or style-preference return of eligible non-custom goods, you pay the actual return shipping cost and arrange and purchase your own return shipping label. We do not provide or reimburse a return label for these returns.
For goods that are faulty, damaged, incorrect or not as described, we cover reasonable standard return postage. Where available, we provide a prepaid return label. If a prepaid label is unavailable, we give posting instructions and reimburse reasonable standard postage after receiving proof of postage.
You are responsible for additional costs caused by choosing an upgraded, express or unapproved return method.
Prescription, made-to-order and final-sale goods
If offered for your product, prescription and made-to-order lenses are prepared to your specifications and are excluded from change-of-mind returns. This includes custom progressive, photochromic, tinted and other made-to-order lens options. This exception does not affect your rights when goods are faulty, damaged, incorrect or not as described.
Goods clearly marked Final Sale or Clearance before purchase are excluded from our additional voluntary return period. Mandatory consumer rights still apply.
How to request a return
Email service@aqwano.com with your order number and the items you wish to return. You may tell us your reason, but a reason is optional. For a fault, damage, incorrect item or description problem, clear photographs can help us assess the issue.
Contact us before posting so we can confirm the correct return instructions. This contact process does not limit any statutory cancellation or faulty-goods rights.
Refunds, exchanges and replacements
Within 10 calendar days after receiving your return, we complete our inspection, email you the outcome and issue any approved refund to the original payment method. Your bank or payment provider may need additional time before the credit appears in your account; this processing period is not a guarantee of when the funds will be available.
Eligible unused, non-custom goods may be exchanged subject to availability. We also arrange replacements for goods that are faulty, damaged, incorrect or not as described. The statutory rules below apply where an eligible UK or EU cancellation right is relevant.
Authorized U.S. returns address
Unless customer care gives you different instructions by email, send authorized returns to:
302 Wilsons Creek Bnd
Bonaire, GA 31005-3848
United States
This address is for authorized returns only and is not a retail store. Do not send returns to our Hong Kong registered office.
UK and EU statutory cancellation rights, where applicable
If an eligible non-custom order is delivered to the United Kingdom or a country in the European Union, you may exercise the applicable statutory cancellation right within 14 calendar days after you, or a person you nominate, receive the final item in the order. You do not have to give a reason.
Email service@aqwano.com before that period expires, with your order number and a clear statement that you wish to cancel. Return the goods without undue delay and within 14 calendar days after giving notice. Return postage follows the rules under Return postage and other costs above: you pay return postage for a change-of-mind cancellation, and we cover reasonable standard return postage for faulty, damaged, incorrect or misdescribed goods.
For an eligible statutory cancellation, we refund the item price and any standard outbound delivery charge where required by law. We may wait until we receive the goods or evidence that you have sent them back. A deduction may apply for diminished value caused by handling beyond what would normally be permitted in a shop.
This statutory right excludes goods made to your specifications or clearly personalized, including prescription or custom-made lenses. Rights relating to faulty, damaged, incorrect or misdescribed goods remain protected. These UK/EU provisions do not change our United States storefront's voluntary 30-day return policy.
Optional cancellation notice
For an eligible UK or EU statutory cancellation, you may email a clear notice in your own words or use the following information. Use of this format is optional.
- To: Sheenny International Co., Limited, operating AQWANO at aqwano.com
- Registered office: Room D07, 8/F, Kai Tak Factory Building Stage 2, 99 King Fuk Street, San Po Kong, Hong Kong
- Email: service@aqwano.com
- I wish to cancel my purchase of the following goods:
- Order number:
- Date ordered and date received:
- Customer name and address:
- Date of this notice:
- Signature, only if sent on paper:
Nothing in this policy limits mandatory consumer rights that apply to you.