At ForumAqua, we stand behind the quality of every bathroom fixture and accessory we sell. We want you to love your purchase, and if something isn't right, we are committed to making it easy for you to return or exchange your item. Our goal is a hassle-free experience that gives you confidence when shopping for your home.
Most items can be returned within 30 days of delivery for a full refund to your original payment method or exchanged for a different product. We believe that buying bathroom products online should be as straightforward and risk-free as shopping in a physical store.
To be eligible for a return, your item must meet the following conditions:
•The item must be unused, uninstalled, and in the same condition you received it
•All original packaging, tags, accessories, and documentation must be included
•The return must be initiated within 30 days of the delivery date
•You must have proof of purchase (order number or receipt)
The following items are not eligible for return unless they arrive damaged or defective:
•Custom-made or special-order bathroom fixtures
•Items that have been installed, used, or altered in any way
•Clearance or final sale items marked as non-returnable
•Gift cards and digital products
Returning an item is simple. Follow these steps to get started:
Step-by-Step Return Process
1. Contact our customer service team at [email protected] or call +86 15383480358 within 30 days of delivery.
2. Provide your order number and reason for return. Our team will issue you a Return Merchandise Authorization (RMA) number.
3. Carefully repackage the item in its original packaging with all accessories, tags, and documentation included.
4. Write the RMA number clearly on the outside of the return package.
5. Ship the package using a trackable shipping method to the return address provided with your RMA instructions.
Items returned without a valid RMA number may be refused or subject to a 20% restocking fee. Please retain your return tracking number until your refund has been processed.
Once we receive your returned item at our facility, our team will inspect it to confirm it meets our return eligibility criteria. This inspection process typically takes 1-2 business days. We will notify you by email once your return has been inspected and your refund has been initiated.
Approved refunds are processed to your original payment method within 5-10 business days. The exact timing depends on your payment provider and may vary for credit cards, PayPal, or other methods. Original shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product, or damage in transit).
If your return does not meet our eligibility requirements, we will contact you to discuss your options. In some cases, the item may be shipped back to you at your expense, or a partial refund may be issued based on the condition of the returned item.
If you would like to exchange an item for a different size, color, or style, we recommend placing a new order for the desired item and returning the original item for a refund. This ensures the fastest delivery of your replacement and guarantees availability.
Alternatively, you may contact our customer service team to arrange a direct exchange. In this case, we will ship your replacement item once we receive and inspect your return. Please note that exchanges are subject to product availability, and if the desired item is out of stock, we will issue a refund instead.
Exchanges for defective or damaged items are handled at no cost to you. We will provide a prepaid return label and ship the replacement as soon as we confirm the defect. Please report defective items within 7 days of delivery.
If your order arrives damaged or defective, please contact us within 48 hours of delivery. Keep all original packaging materials, as they may be required for the carrier's damage claim process. Take clear photos of the damaged item, the packaging, and any visible shipping damage.
For freight deliveries (large items such as bathtubs and vanities), you must inspect the item before signing the delivery receipt. Note any visible damage on the delivery paperwork and take photographs. If the damage is severe, you may refuse delivery and contact us immediately.
We will work with you to resolve the issue promptly, whether through replacement, repair, or refund. For defective items, we will cover all return shipping costs and arrange pickup if necessary.
Return shipping costs are the responsibility of the customer for all returns due to change of mind, incorrect size, color preference, or other non-defect reasons. We recommend using a trackable shipping method and purchasing shipping insurance for high-value items.
We will provide a prepaid return label at no cost to you in the following situations:
•The item you received is defective or damaged
•We shipped the wrong item or the wrong size/color
•The item does not match the product description on our Site
Original shipping charges are non-refundable unless the return is due to our error. If you received free shipping on your original order and your return brings the order total below the free shipping threshold, the original shipping cost of $9.98 will be deducted from your refund.
Our customer service team is ready to assist you with any return or exchange questions:
•Address: Lane 4, Jiaokou Village Committee, Jiaokou Subdistrict, Lishi District, Lüliang, Shanxi, 033000, China
We aim to respond to all return inquiries within 24 business hours. Your satisfaction is our priority, and we are here to make the process as smooth as possible.
