Aqua Products® carry a warranty of 12 months from the date of purchase, if purchased brand new from an authorised Aqua Products® retailer. This warranty covers defective products only. This warranty does not cover user damage to products, examples of, but not limited to, rips, dents, scratches and normal wear and tear. Damage due to misuse, alteration to the product, or user negligence is also not covered under this warranty.
Any claims made after 12 months will not be considered, regardless of the number of times the item has been used.
Commercial use of Aqua Products® will also void any warranty claim.
Your warranty claim is with the retailer of purchase, therefore your point of contact throughout a warranty claim is with the retailer of purchase only. If you need further information and details on the warranty process please consult your retailer of purchase.
If you have purchased direct from Aqua Products® please use our contact us form.
There may be applicable consumer rights within your country that are different to any/all of the above. In all such cases Aqua Products® will abide by the local governing laws. Your statutory rights are not affected.
When making any claim under warranty, you will require proof of purchase. This is to confirm that the item has been purchased through an approved Aqua retailer.
Please note that the warranty applies to the original purchaser and is not transferable. Any items purchased second-hand are therefore excluded from this warranty.
I have a problem with an Aqua item. What should I do to arrange a replacement or refund?
In the unlikely event that there is a manufacturing defect with one of our products, and if this is within 12 months of purchase, please contact the retailer you bought the item from who is responsible for raising a claim against our 12 month warranty. We will work with the retailer to ensure a satisfactory outcome, however, you must contact the retailer first.
Why do I need proof of purchase?
When making a claim under our warranty, it is your responsibility to prove where and when you purchased the item.
If you are requesting a refund from the retailer, your proof of purchase is needed to prove that this item was purchased from the retailer in question, the date it was purchased and the amount paid. This will make any refund process much simpler for you and the retailer.
Proof of purchase also confirms that you have bought the item from an authorised Aqua retailer. Items purchased second hand are not covered under our warranty period.
Proof of purchase can be the actual receipt, a bank or credit card statement showing the purchase and purchase date or alternatively could be an email confirmation if the item was bought online.
Without proof of purchase, we will be unable to process and claims under the 12 month warranty.
I have a problem with a product that is over 12 months old but I have only used a handful of times.
Our 12 month warranty period is designed to provide sufficient time for you to notice any manufacturing defects or problems with the product.
The warranty period starts from the date of purchase and the number of times an item has been used has no bearing on this.
Therefore, in the unlikely event that a product has a manufacturing defect and is over 12 months old, you are not able to make a claim under the warranty, regardless of the number of times the item has been used.
I have contacted the retailer and they have told me to contact you. What should I do?
All of our approved retailers are aware that they are responsible for handling any claims under our 12 month warranty. If the retailer has told you to contact us directly, please go back to the retailer as it is their responsibility to raise the claim on your behalf. Once a claim is submitted by the retailer, and in the unlikely event that there is a manufacturing defect with the product, we will do everything we can to ensure a swift and satisfactory conclusion.
The retailer I purchased an item from is no longer trading. How can I make a warranty claim?
In the event of the retailer you purchased an item from ceasing to trade, you are still covered under our 12 month warranty.
If the retailer was a branch of Angling Direct or Fishing Republic (Go Outdoors), please contact their head office to start the claim process. If this was an independent retailer, please contact us with proof of purchase and details of the problem and we will work with you to come to a satisfactory conclusion. Please note that if you do not have proof or purchase then we are not able to proceed with any warranty claim if the retailer is no longer trading.
I have a rip/tear in my Bivvy, item of luggage or clothing. Is this covered under the 12 month warranty?
If you have purchased an item and this has a rip or tear that is noticeable upon removing from the packaging, please contact the retailer you purchased this from immediately, with proof of purchase, and they will replace the item under our warranty policy, so long as the item is returned within 12 months from the date of purchase.
If the item has been used and a rip/tear develops within 12 months from the date of purchase, please contact the retailer, with proof of purchase, and they will make a claim under the warranty process. Please note that we will investigate the nature of the rip/tear to determine whether this is a manufacturing defect or normal wear and tear. We will only be able to offer a replacement if the rip/tear is deemed to be a manufacturing defect and the item will need to be returned to us via the retailer for investigation
I would like to contact you by phone to discuss a problem but I can’t find a number. How do I contact you?
We are happy for you to contact us, however, we are only able to do this via email. This ensures an efficient and accurate response to your query. Please contact firstname.lastname@example.org and we will respond to you within 3 working days.